For an organization whose mission is to provide affordable, quality housing and strong communities, communication is key. Because of the nature of its organization, Merlin Housing needed trained agents who could handle a myriad of residential calls for tenants, so it tapped Red Box (News - Alert) Recorders to automate the process of evaluating agents.
"We've been looking at call recording for some time as a way to increase the level of customer service we provide and to provide us with a tool we can use to help resolve disputes. We were very impressed by the Red Box solution, particularly its easy to use interface and ability to deploy on VMware based infrastructure,” said David Edge, senior ICT support engineer at Merlin, in a statement.
Red Box is providing the solution to integrate with agents on the newly upgraded Mitel (News - Alert) telephony platform MCD 5.0. Merlin has purchased the Quality Management, Replay to Phone and AudioSearch elements of the Red Box Quantify solution, which will enable them to automate the process of evaluating their agents for standards based training and improve customer service.
With Quantify Call Management, businesses can reduce communication and call billing costs by up to 30 percent. The Quantify AudioSearch is invaluable in investigations, dispute resolution and validating transactions or call information.
"In addition we have agreed to further enhance the solution with replay to SIP phone capability for Merlin as, due to their thin client environment and the confidentiality required, they need the play back to be via handsets rather than via desktop,” said Lee Jones, COO at Red Box Recorders (News - Alert).
Training is one of those essentials elements that a call center cannot operate without. Constant training and updating are surefire ways for customer care success, and through training using call recording, new employees can learn from the mistakes of their coworkers. These tools are invaluable to managers who need to ensure that their agents are trained, confident and ready to handle customer calls without incident.
VoIP call recording provides actual evidence of where there can be room for improvement and provide call centers and organizations like Merlin with the knowledge and training to move forward.
Edited by Rachel Ramsey