Veritape Views

Customer profile

• 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
• Veritape call recording installed
• Veritape Call Tagging module installed and integrated with dialler
• Veritape Manager modules installed on all Supervisor PCs

The scenario

As a service provider working on behalf of other clients, Company G is required to maintain and prove the highest standards of performance and quality. With over 20,000 calls made or taken each day, a very small proportion of them result in complaints from the public.

As required by their performance standards, Company G investigates each of these complaints fully, and reports on them to their clients.

The problem

Company G had an existing traditional hardware-based call recording system. Finding a complaint call among the 20,000 recordings from each day was an arduous process:

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

Veritape’s solution

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

Finding a call now is incredibly simple:

• The Supervisor types the following into Veritape Manager’s ’search’ function:
  • customer’s phone number, or
  • customer’s name, or
  • customer’s 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 and benefits

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 department (who no longer have any part in finding or preparing calls for playback).

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. Therefore implementation of Veritape’s products is effectively freeing up 5 full-time jobs. With the all-up cost of each job to Company G of £30,000 per year, Company G is making efficiency savings of £150,000 each year, by running Veritape’s call recording software.

(Practically, Company G’s Supervisors are now reviewing even more calls on behalf of their customers, to improve their quality and service levels even further.)