TMCnet News
Putting intelligence into dialler campaigns(M2 PressWIRE Via Acquire Media NewsEdge) Complying with the latest regulatory guidelines whilst striving to achieve targets on outbound campaigns is often a tough challenge for contact centres. Rostrvm Solutions, leading provider of contact centre software applications, says that using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success. Predictive diallers and other automated dialling systems are used by many call centres to improve customer contact performance because they introduce technology, process and structure to outbound calling activities. Used without control however, they risk falling foul of regulatory guidelines from bodies like Ofcom - and annoying, rather than engaging, customers. Ken Reid from Rostrvm suggests, "It makes sense that if you're contacting an existing customer you should check first to see what time they chose to call you and to contact them at that same time. Knowing when to call customers, to catch them when they are most likely to be in 'buying mode', presents the single most important challenge for outbound campaigns. Having intelligence from inbound data, which enables you to plan calls, puts you ahead of those who dial blindly, hoping to make contact, because around 70% of their attempts will fail." Using inbound intelligence also allows contact centres to utilize their calling agents more effectively, because they are less likely to be waiting around to speak to customers. The rostrvm call centre suite enables contact centres to obtain intelligence like this from their inbound communications and use it to gain as much as a double-digit increase in outbound operational efficiency, depending on specific campaign circumstances. More detail on how to use inbound intelligence to enhance predictive dialler operational efficiency is available at Rostrvm Solution's web site - rostrvm.com/whitepapers.php For further information on the rostrvm suite of flexible and robust applications please contact Rostrvm Solutions on 0800 6122 192 or visit www.rostrvm.com About Rostrvm Solutions www.rostrvm.com Rostrvm Solutions is a leading provider of contact centre software applications that make call centres and contact centres work efficiently and effectively. Based in Woking, Surrey it was established in 1986, and was previously a division of royalblue, the financial trading applications company. Rostrvm Solutions is now privately owned. The company has built a solid reputation as a leading software developer of a suite of applications that help organisations to achieve and exceed business objectives whilst delivering personalised customer service. The rostrvm call centre application is established across a broad spectrum of industry sectors with customers including Aviva, Canterbury City Council, EDF Energy, London Borough of Wandsworth, Nottinghamshire County Council, Insurance Dialogue Limited, Asia Risk Technologies and Telefocus. ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at http://www.presswire.net on the world wide web. Inquiries to [email protected])). (c) 2012 M2 COMMUNICATIONS |