East Durham Homes has completed the installation of an organisation-wide call- recording system from Liquid Voice to improve its handling of complaints and resolving customer disputes. From a security and dispute resolution perspective, East Durham Homes’ aim is to record all inbound calls, around 10,500 per month, with the emphasis on performance improvements focused on its contact centre’s operations and staff.
Gary Lormor, customer services manager, East Durham Homes, said, “We have always achieved high rates for answering calls but we wanted to ensure we delivered an improved quality of responses. One of the aims of introducing a call recording system was to allow us to identify training requirements – both additional training for the team and for specific opportunities for individuals to be tutored in providing a better level of service.”
Following the one-day installation of the Liquid Voice system, East Durham Homes’ staff received on-site training from Liquid Voice. Lormor said, “Familiarisation with the call recording system was quite straightforward – our customer service staff did not need much training in order to use the system immediately.”
In the last year, East Durham Homes has recorded over 500,000 calls. Lormor explained, “The benefits in terms of improved customer service and efficiency are already apparent, to the extent that I can’t imagine operating without this system. Using enterprise call recording, we can record calls distributed throughout the organisation, not just those received by the call centre. This allows us to track any disputes and is incredibly useful for resolving complaints.”
Wanted: Activity Monitoring evaluation partners Liquid Voice has also just launched its Activity Monitoring product which monitors and reports on each employee’s workstation activity in real time, with the aim of reducing costs and improving productivity and efficiency. The company is looking for a small number of housing providers interested in becoming evaluation partners for the Activity Monitoring product.
Activity Monitoring includes a number of ‘out of the box’ reports which, for example, can summarise how long a member of staff has spent emailing, on the internet, using a particular application or on the telephone. Furthermore, working trends and patterns can be highlighted on when teams and individuals are at their most and least productive, allowing resources to be redeployed as necessary.
Chris Berry, director of business development, Liquid Voice, said, “Staff are the single largest investment for most organisations yet it is often difficult to gauge their effectiveness. Using Activity Monitoring, housing providers of any size can focus on channelling their efforts and resources into what is important.
“Our research has shown that, from an operational performance perspective, a lot of time is wasted by management collecting information from many disparate sources. This process can be transformed into a push-button exercise or can be scheduled for regular automatic production, saving hours or even days of administrative time.”