rostrvm OutBound High performance, managed, measured telephone calls, s and SMS to keep in touch with prospects and customers

Transcription

1 rostrvm OutBound High performance, managed, measured telephone calls, s and SMS to keep in touch with prospects and customers Rostrvm Solutions Limited Dukes Court, Duke Street Woking, Surrey GU21 5RT

2 Table of Contents I. Well-managed, multichannel outbound contact... 2 II. Campaign and List Management... 3 III. Reaching your contacts... 4 IV. Keeping your promises... 5 V. Scripted agent support and process control... 6 VI. Clearing up your messy desktops... 7 VII. Management information and recording... 8 VIII. About Rostrvm Solutions... 10

3 Well-managed, multichannel outbound contact Outbound contact is needed in your contact centre and back office for numerous reasons: proactive campaigns using automated diallers, reactive responses to web activity, lead generation, requests from inbound phone calls, s, letters, web call me and social media to name a few examples. rostrvm OutBound provides the modules to make professional contact, stay in touch and keep your promises. It: supports a range of dialling modes predictive, progress and preview giving you greater flexibility and productivity integrates multimedia contact into your workflow has sophisticated campaign management tools to ensure optimal performance whilst retaining the personal touch integrates with a range of desktop applications, including scripting from rostrvm CallGuide, to support the customer contact process and support conduct and compliance processes delivers accurate, accessible operational information and business performance analysis is designed to meet Ofcom requirements, EU directives on distance selling and Information Commissioner s Office guidelines on best practice rostrvm OutBound ensures that you maximise your opportunities with well-managed, proactive contact. This isn t just about telephone calls; rostrvm OutBound lets you blend SMS (text message) and contact with your OutBound dialling campaigns. SMS and blending is deployed as an integral component of rostrvm OutBound s workflow, driven by call outcomes. ROSTRVM SOLUTIONS LIMITED

4 Campaign and List Management Making phones ring and sending text messages or s is the easy bit - the key to successful contact is to manage when to contact the right person, through the right medium with the right message. If you know that someone has been on your website in the past few minutes you need to call straight away; if you want to get in touch with someone who is employed you should try early evening; if you ve tried phoning and not made contact then send an or text message. rostrvm OutBound can help you do this. Your business needs to contact different audiences and each one has its own characteristics. rostrvm supports multiple simultaneous campaigns that define your contact workflows. Each campaign operates within its own parameters: The dialling mode predictive, progressive or preview The answer machine detect mode The campaign strategy including the redial rules if the target person cannot be reached The format and timing of supporting s and text messages The content of any automated messages such as s and texts The campaign shift periods the times and days that the campaign is active rostrvm OutBound contact campaigns contain one or more dialling lists with data containing details of the people to be contacted. Individual contact lists are easily added or removed from the campaign as a batch or drip fed at any time; for example contact information may be provided to the dialler at regular intervals from your IT systems or delivered on-by-one from requests and quotations on your website. With rostrvm your information is checked for compliance and best practice; dialling lists can be automatically crosschecked against the Telephone Preference Service and your own do-not-call lists. Data can also be automatically de-duplicated. Once information is in the dialler the rostrvm Dialling List Manager application offers a range of facilities including: The ability to create new dialler lists from old ones Filters to target the accounts to be contacted Account search and editing facilities to modify information on the fly ROSTRVM SOLUTIONS LIMITED

5 Reaching your contacts Dialling filters can be applied to target your activities; for example it may be appropriate to contact customers with a London phone number later in the day, or you may want to call older customers during the afternoon. Activity targeting extends to specific account records within your campaign lists. A number of rules can be applied to target accounts including: Maximum call attempts limit - campaigns can be configured with a call attempt limit that is independent of particular call outcomes Account expiry date each account within a list may contain a date on or after which the account will no longer be considered for dialling. If the account is presented for dialling on the expiry date (or after it) then the account is not dialled but is terminated instead Account preferred call times - accounts may be specified with a preferred earliest time for calling and/or a latest time for calling. rostrvm OutBound will call the account during the preferred times (subject to campaign dialling shift patterns and priority scheduled callbacks) Support is provided for four different phone numbers per customer record. These can be used to store a variety of customer numbers e.g. home, work, mobile and/or to hold details of additional phone numbers provided by third-party agencies. Campaigns can target particular phone number types, cycle sequentially or follow the rules specified in the rostrvm Redial Manager Each account can also contain an address and a specific number for SMS messages so that campaign flows can include multiple contact channels ROSTRVM SOLUTIONS LIMITED

6 Keeping your promises rostrvm supports the concept of callback - a customer record can be marked for calling back at a prescribed date and time or alternatively within a specified time range. Callbacks can either be setup automatically by OutBound s redial rules or by the agents in the contact centre during an inbound or outbound call. Agents can set up callbacks using rostrvm s agent desktop application during, or shortly after, the call in question. This type of callback can be set up to either be reserved for a particular individual or offered to any agent in a campaign. Callbacks can also be passed to a separate campaign; for example an initial call may require a further call to confirm a sale. ROSTRVM SOLUTIONS LIMITED

7 Scripted agent support and process control Customer communication success is dependent on your team s ability to deliver service effectively and efficiently. In today s fast moving, consumer-led environment your customer service aims and targets can be changed at the drop-of-hat. For example, your marketing offer can change on a daily, if not hourly, basis in response to competitive conditions; for many business sectors the regulatory framework can change overnight. rostrvm s DeskTop contact control application and supporting toolkit operates in partnership with the other rostrvm OutBound modules, delivering a host of functions that help front-line agents and back-office staff to handle contacts efficiently and effectively. It includes: Multimodal contact control, providing the right support for the transaction phone call, or back-office activity Delivery of client data and business information, supporting effective transaction handling and single point resolution User-definable information displays and "soft wallboards" to keep your people informed and motivated Support for a large range of desktop environments such as legacy mainframe systems Rapid deployment and can be implemented as an "out-of-the-box" soft-phone or seamlessly embedded within your desktop application environment ROSTRVM SOLUTIONS LIMITED

8 Clearing up your messy desktops What s the point of having precise dialling if your people aren t equipped to deal with your resulting calls? It s vital that staff desktops are set up to provide them with the information they need to do their job to excellent standards. Systems should be able to automatically display information that is relevant to the customer, based on historical data and other criteria, at the right point in the conversation. Customer responses need to be logged for future reference. Our research shows that most businesses use three or more business applications to complete a single task. We see it every day technology silos on the desktop forcing users to flick between screens, cutting and pasting from one to another, keeping track with ad-hoc spreadsheets and scribbling down information on bits of paper with sticky note reminders. Our software integrates systems and reduces the amount of information needed to remember or find, so that staff can concentrate on engaging with the contact and achieving a successful outcome. Also, once the call ends, our system enables quick and easy record updates. We ve built a wide range of out-of-the-box solutions and our customers have integrated rostrvm with many CRM applications using rostrvm s C DLL, COM/OLE and Java Application Programmers Interfaces, or using the rostrvm Keys rapid-cti deployment tool. rostrvm DeskTop suite is a simple concept... take a messy PC screen with awkward IT and overlay it with a light-touch, friendly and intuitive interface. Desktop optimisation provides a simple solution to technology silos Information coordination Enter it once and everything else will be updated automatically Consistent process conformance Present the right information at the right time Make sure that processes are followed ROSTRVM SOLUTIONS LIMITED

9 Management information and recording Meeting customer service targets can be difficult. rostrvm SuperVisor tells you what s happening now, what s happened in the past and delivers the data you need to plan for the future. Today s customer service managers don t just worry about handling telephone calls; you want to make contact by , chat and social media. Contact handling leads to fulfilment, administrative and back-office tasks. Making performance visible rostrvm SuperVisor is designed to deliver information to the people that need it, in the most useful format: Personal Wallboards make real-time performance visible to all call centre members Detailed operational information for team leaders, supervisors and call centre managers Browser based business outcomes for the wider management and client community Historical reports for analysis and forward planning rostrvm sees everything that happens and records activities step-by-step, building a comprehensive Management Information database. rostrvm SuperVisor provides a holistic view of your contact management performance and how it relates to business metrics across your customer service hub. The MIS database uses a standard ODBC-compliant SQL database, and an ODBC driver is included with rostrvm. Any standard ODBC-compliant report-writing package, such as Crystal Reports, Business Objects, Cognos DecisionStream and Microsoft Excel can be used to generate reports. Multi level information Remote management Real time & historic Graphical control Call recording ROSTRVM SOLUTIONS LIMITED

10 Voice recording Contact centre management is more than reviewing statistics. Maintaining quality of service is vital. rostrvm AuditLog delivers voice recording and retrieval services to support quality monitoring processes. rostrvm AuditLog is a server-based voice recording system developed as a component of the rostrvm Voice over IP architecture. Recordings are stored within the rostrvm MIS database and are easily retrieved using the integral voice and data search tool. ROSTRVM SOLUTIONS LIMITED

11 About Rostrvm Solutions rostrvm simplifies your customer service technology and processes so that they play well and precisely together, using innovation and flexibility. We deliver tailored solutions and a unique combination of benefits that leave our competition standing: Commercial frameworks that really benefit your business. rostrvm works on site or hosted in the cloud and can be acquired on a capex, opex, subscription or pay-per-use basis. Why throw away your existing investment when you can enhance it cost effectively and with minimal risk? We provide support and improve any IT environment and telephone system. A truly integrated platform that supports increased functionality. Our company We re a British software company. We design, develop and support the rostrvm suite of applications and have a dedicated team of experts all based in Woking, Surrey UK. We have a very demanding and loyal customer base that relies on us for the provision and support of their core call handling and process management functions. They include Autonet Insurance, Vodafone, Insurance Dialogue Limited, Telefocus and Aquira to name a few. As a privately held company we maintain a strong culture of independence which is increasingly rare in our market sector. We see our independence as a major benefit to our customers and partners - it guarantees the openness of our technology and the objectiveness of our approach and advice. What now? You can find out more about us and what we offer on our web site. For full details, why don t you drop us a line or give us a call to arrange a meeting? We ll make it worth your while! All of our people are customer contact and process management experts with years of experience. We re used to dealing with all sorts of people, from those who know exactly what they want to those who haven t got a clue! Perhaps you just need advice on how to implement efficient precision dialling. We don t claim to have all the answers but you can be sure of our knowledgeable approach. We have a can do attitude that consistently meets and exceeds the expectations of our customers, ensuring that they re well equipped to provide excellent service to their customers. To find out more call us on or visit ROSTRVM SOLUTIONS LIMITED