Call Recording Featured Article
1-800-GOT-JUNK? Call Recording Implementation Yields Success
The success of any business is directly related to how happy the customers are, and as a company grows, it is essential they acquire technology which allows them to maintain a high level of customer service, even during high growth periods.
With an aggressive PR approach and high visibility across multiple media platforms, junk removal company1-800-GOT-JUNK? has enjoyed considerable growth over the past several years.
The company prides itself on providing friendly uniformed drivers who call customers in advance of arrival times; on-time service; up-front rates; and clean, shiny, trucks. The truck teams even do a sweep before they head off to the next job. In all, the company has hauled away more than 5 million truckloads of junk since it was founded in 1989. The company has almost 200 locations and 1500 employees system-wide across the globe.
While the experience is ultimately what keeps the customer coming back, 1-800-GOT JUNK? has also made investments ensuring that the initial interaction with a customer meets the same high expectations.
The company’s success has driven a surge in call volume and has required it to significantly grow the size of its call center over the past several years. It has also led the company to revaluate its call recording strategies as an area which would benefit from improvement.
The company began researching call recording solutions, focusing on key quality monitoring features such as integrated evaluation, screen capture and performance reporting as must-haves.
1-800-GOT-JUNK? had a short list of vendors which included the industry giants such as Verint and NICE. Eventually the investigating team added CSI (News - Alert) and Virtual Observer to their mix of vendors and began to evaluate each solution’s feature set and overall cost of ownership.
CSI and Virtual Observer were selected over the other well-known vendors and 48 channels of call recording were purchased with the goal of leveraging the recorded events to focus on quality assurance and agent development.
With the addition of Virtual Observer, supervisors were able to more quickly find and score agent interactions and identify training needs.
1-800-GOT-JUNK? call center agents can now be supplemented with material that allows them to more successfully fulfill their customer service responsibilities.
With just this addition 1-800-GOT-JUNK? has already seen a considerable return on investment. The overall efficiency of the call center has nearly doubled in less than two years, and conversions of incoming calls to sales leads have increased significantly. The call recording system has also expanded to add additional channels in a second location.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Juliana Kenny