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Rostrvm Solutions: Contact Centers 'Must Not Fail'
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Rostrvm Solutions: Contact Centers 'Must Not Fail'

December 10, 2010
By David Sims
TMCnet Contributing Editor

According to officials of Rostrvm Solutions (News - Alert), customer contact services have experienced a significant change in what their customers expect and the way that they want to do things over the last few years.

“While economic pressures mean contact centers are forced to ‘do more with less’, customers are more prepared to complain, negotiate and demand,” they said. “Added to this is the growing familiarity with the Internet and other social media, creating a need for investment in a much wider range of communications channels to remove the walls between business and customer.”

Contact centers, Rostrvm concluded, “must not fail. Their performance has a massive impact on customer perception and the reputation of a company. They have to meet customer expectations or they risk being instantly complained about on every social network from blogs to tweets.”

Contact centers not only need the technology to be able to interact with customers using their preferred method, Rostrvm officials said, but also the tools to analyze those interactions: “capturing real-time customer information enables agents to resolve issues without repeat contact; they can call a customer by their preferred name; know when to upsell existing products or call a customer with promotional offers.”

The issue of wanting to maintain tight financial control can be addressed with the right technology, however, according to company officials. Software provides functionality and future-proofs the business “because it doesn’t require major capital expenditure. Apart from robust technology, contact centers need suppliers who know what they are doing and who commit to understanding the business.”

In September, TMC (News - Alert) reported that Rostrvm teamed up with Open Wave, a provider of workforce management products, specializing in forecasting and staff scheduling. Information will be passed between the two systems to support better staff planning in inbound, outbound and blended call centers.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Jaclyn Allard

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