Keith Owen, the managing director of Interactive Marketing UK Limited recently said,
“The NeXT Replay Network and software facilitating the recordings is easy to use, it simply works and the reliability of the service is excellent.
Interactive Marketing UK Limited adopted this technology quickly, Kieth owen said,
it really was a “no brainer” as the call costs were exactly the same as the company had been paying before and other than some minimal storage costs for the recordings, the unique benefit of call recordings started to revolutionize the key controls in the business.
However, more importantly still, Next Replay, have looked after us well, their customer service is second to none, they are available when you need them and they readily have solutions to hand. They even came to see me, to ensure I was happy. BT never did that”.
For the first time, staff could be monitored for call quality and trained accordingly. The company now constantly looks for its own weaknesses and train staff to overcome them. The clients are now able to listen to recordings whenever a customer challenges them and more importantly, whilst the companies own clients rarely call upon the recordings, it offers them some security that they are readily impressed with during presentations.
Whilst having calls recorded was for many years desired, given the unique situation of having a large number of home workers spread throughout the UK and in the absence of a centralized office, it seemed impossible to invest in hardware to provide the recording functionality.
Whilst looking for a solution, countless internet searches over a lengthy period proved unsuccessful, until one day by chance Keith Owen, the MD of Interactive Marketing UK Limited was recommended to Next Replay.
Next Replay were able to offer a solution for home workers where all calls were routed through them to one final documented bill, providing the company with its expected audit trail. However, it had a key unique benefit; being the ability to record telephone call transactions and store them.
Interactive Marketing UK Limited is a telephone marketing company specializing in customer relationship management calls on behalf of the retail motor industry. The company undertakes such activities as verbal service and MOT reminder, customer satisfaction follow up and enquiry management and lost sales research.
The company was founded in 1998, choosing a unique structure of employing people from home. Not wishing to engage in piecework and the lack of control, discipline or quality that brings its unique edge was the control it aspired to having over all of its operational activities.
Call logs initially provided the company with the audit trails it needed on researcher activity and it relied heavily on internal mystery shopping to control the quality of its calls. This in itself created difficulties; in so much as the mystery shops were conducted on an ad-hoc basis, when the caller executed the call at a time when the call recipient was available. It was also more luck than judgment that the call recipients voice was not recognized.
Also from time to time clients wanted evidence of the call content. Perhaps they were engaged in a dispute with their customer who had received one of the Interactive Marketing UK Limited calls. The company had to rely on the honesty of the researcher to provide the client feedback on any issue.