Time Investments, London, UK.
Requirement: Improved call handling, call reporting, call recording
Solution delivered: 30 Channel Server Based Primary Rate Voice Recorder, 50 Extensions Office Pro, 15 Office CTI Clients and 15 AccStamp Clients.
“In the investment world, it’s essential to handle calls as quickly and efficiently as possible. What we liked about the solution we’ve chosen is; from the outset our telecoms provider and CommSoft worked closely with us to understand our requirements, then proposed a solution that provided more than we had thought possible whilst remaining within budget. We’ve now got; CTI clients that search a client database and popup the callers details in an alert window, 24/7 audio call recording, detailed performance reporting, live wallboards and something we hadn’t initially thought of which is ‘call outcome analysis’. Our business development managers can easily ‘stamp’ calls with a call outcome allowing quick analysis of which funds and outcomes are trending during the day or over any given period.”
Divisional Director & Head of Investor Relations
TIME Investments – www.time-investments.com
About: TIME Investments, located on Euston Road in London UK. TIME Investments is an innovative, client focused investment manager, which specialises in generating long-term capital appreciation and stable income returns for the clients of financial advisers, wealth managers, discretionary investment managers, family offices and charities.
Fit 4 Fleet, West Midlands UK
Requirement: Workforce optimisation, group and agent call reporting, reporting on calls overflowed to external answering team, call recording for dispute resolution and training.
Solution delivered: Primary Rate Call Recorder plus Office Pro for 40 extensions
“Our customer care team operate 24/7 taking calls from fleet drivers and operators across the country. It’s imperative that we provide a prompt and efficient service to our customers therefore I rely on the daily call reports and recordings to ensure that we continue to meet and exceed our agreed service levels. The workforce optimisation features are invaluable in the planning of staffing levels within the teams but during particularly busy periods, calls overflow to an external team for which we are billed on a per call basis. I love the fact that I’m able to cross check the invoices for this service against our own reports. The recorder is an excellent tool for training and I use it during assessments. I select calls at random and play them to the advisors so they are aware of how they sound to our customers and between us we can discuss whether the required level of customer service was achieved. We are a fleet management company who supply tyres for major fleets and each of these fleets have specific requirements with regards to policy, etc. Since having the recorder and Pro installed it has allowed us to ensure that correct information has been given to our service providers so that in the event that a non-policy tyre is fitted we can recover the costs for this error. We were frequently experiencing service providers advising that we had authorised non policy tyres but since the system was installed there is never any issues with regards to what was said during a conversation as I can easily select the call and email a copy of the recording to whoever requires it. This has made us more efficient and saved us money in the long run. In fact I could say that the recorder and Pro is one of the best pieces of equipment that Fit4Fleet has purchased.”
Fit4Fleet – http://www.fit4fleet.co.uk/
Fit4Fleet operates the largest network of fast-fit centres in the UK and ROI. There are over 900 centres within the network with more than 500 fully equipped mobile tyre fitting vans, available to suit the needs of any fleet driver. Linked to the mobile tyre fitting vans, Fit4Fleet operates a complete 24 hours a day, 7 days a week tyre breakdown service, servicing the many and varied requirements of any fleet driver, whether they operate car, van or commercial vehicle fleets.