As part of its plan to improve how it handles over 1,500 inbound calls per week, Hexagon Housing engaged Business Systems to install Red Box Recorders’ Quantify system for call recording. The system includes PCI-compliant functionality to deal with card payments made over the phone.
The call-recording system was installed and operational within eight weeks of the order being received, with the actual installation itself taking just three days. Business Systems said that the typical costs for this type of system, including maintenance and support, would range between around £10,000 for an eight-channel system up to £100,000 for a 250-channel system.
After looking at a number of call-recording products and suppliers and undertaking a formal tender process, Hexagon selected Business Systems as its partner to implement Red Box Recorders’ Quantify product to help meet its targets of answering 80 per cent of calls within 30 seconds and aiming to resolve 85 per cent of complaints first-time.
Neil Nasser, customer services manager, Hexagon Housing, said, “Business Systems’ approach from start to finish was seamless; they did everything they said they would do and were there with us every step of the way.”
Prior to implementing the Red Box Recorders system, Hexagon was monitoring calls live which was time consuming and demanding, taking up to 22 hours per month and proving difficult to uncover the key insights it was seeking. Following installation of its call recording system, Hexagon can now pick up on any inconsistencies in call patterns and use those as the means to pinpoint the calls worth listening to as well as adding notes to flag specific calls for future reference.
The system is also used to help resolve disputes and has recently helped to highlight where repair contractors were underperforming and failing to turn up for appointments by providing evidence through call recordings.
Targeted with keeping abandoned calls as few as possible and within the industry standard of 7 per cent, the call recording technology is helping the team to handle inbound calls better by diagnosing issues more quickly through coaching on the key questions to ask.
As an organisation also taking card details over the phone for rent payments, Hexagon is using the automated pause and resume function in the Red Box Recorders system so that as soon as the payment screen is opened on the desktop, it is automatically triggered to suppress all audio on the call while payment is taking place, thereby ensuring PCI compliance.