Veritape Blog

Here’s how one of our customers saved money and improved their operational efficiency using Veritape.

Our customer

• One of the UK’s largest outsourced call centre providers, referred to here as “Company G”.
• Company G’s clients include major utilities, banks and telecommunications companies.

The challenge

As an outsourced service provider, Company G has to maintain and evidence the highest standards of performance and quality. With over 20,000 calls made or taken each day, a very small proportion of them inevitably result in complaints from the public.

And as required by their performance standards, each of these complaints has to be investigated fully and reported against.

The problem

Company G had an existing traditional hardware-based call recording system. Locating complaint calls among the 20,000 recordings from each day was a time-consuming, costly process - here’s why:

• A request had to be made to the IT team, by the supervisor, to find the call.
• The IT team had to find the right digital tapes.
• The IT team had to find the call on tape and prepare the call for playback.
• Jointly, the supervisor and IT team had to agree on a time at which they were both free to listen to the call.
• The IT team would then play the recorded call over the telephone to the supervisor.
• Total time for this process: approximately 1.5 hours. Everytime. Phew.

Veritape’s solution

Company G implemented Veritape’s call recording software, along with full Call Tagging integration with their dialler. This means that every call is ‘tagged’ with details relating to both Company G’s client and also the end customer.

Finding a call now is very simple:

• The supervisor types one of the following into Veritape Manager’s ’search’ function:
  • customer’s phone number, or name, or postcode, or other unique contact detail such as a customer reference number.
• The supervisor presses the ‘Find’ button
• The call is listed and can be played within 10 seconds
• Total time for this process: approximately 30 seconds.

The savings

For each call retrieved, approximately 1.5 hours of time is saved. Part of this time saving is for the Supervisor, and part is for the IT team (who no longer needs to be involved).

For the team of 15 Supervisors, each finding about 8 calls per week, Company G has saved

15 x 8 x 1.5 hours = 180 person-hours per week

Employees at Company G typically work a 35-hour week so using Veritape is effectively freeing up 5 full-time jobs. With the total cost of each job to Company G running at £30,000 per year, Company G is making efficiency savings of £150,000 each year.

Visit veritape.com for more information.