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Case Studies : Hexagon Housing Uses Call Recording To Put Residents First

With over 120 staff operating in South East London, Hexagon Housing have been providing quality social housing care and support services to vulnerable client groups for more than 20 years. Managing over 4,000 properties, three independent care homes and dealing with multiple contractors and repair specialists, Hexagon Housing handles over 1,500 inbound calls a week.



Improving quality of customer service is a key goal for the organisation and is the responsibility of Neil Nasser, Customer Services Manager at Hexagon Housing and coaching developer for the Institute of Customer Service. Having reaped the rewards of call recording technology in the past, Neil developed a business case for it outlining how Hexagon Housing could better meet the needs of residents and help improve rent collections through improved communication and service.

Dealing with tenancy and rent related phone enquiries as well as residential complaints the Customer Service team are targeted with answering 80% of calls within 30 seconds and aiming to resolve 85% of complaints first time round. Call volumes can typically double during localised emergencies, such as flooding, power failures or storms, placing added pressure on the customer service centre to help residents in their hour of need. They needed a call recording system which could help them meet these SLA’s under the most demanding of circumstances.

 


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After evaluating a number of call recording products and suppliers and undertaking a formal tender process Hexagon Housing selected Business Systems (UK) Ltd as their partner to work with in implementing the Red Box Recorders Quantify product to help meet targets.

 

Neil commented ‘’Business Systems approach from start to finish was seamless; they did everything they said they were going to do and were there with us every step of the way. It was also Business System’s reputation in the industry that stood out to us, being well known and respected provided us with a level of comfort that we were in safe hands."

 

Prior to implementing the Red Box Recorders system, Hexagon were live monitoring calls which was a time consuming and demanding process, taking up to 22 hours per month and proving difficult to uncover the key insights they were seeking. Following installation of their call recording system, Hexagon Housing can now pick up on any inconsistency in calls patterns such as call duration and use this as a means to pinpoint the calls worth listening to as well as adding notes or tags to flag specific calls for future reference. This now forms a crucial part of an ongoing programme to coach staff on how best to resolve customer issues quickly and to their satisfaction.

 

The system is also used to protect staff by helping to resolve disputes and more recently has helped highlight where repair contractors were underperforming and failing to turn up for appointments. The Housing Association is effectively able to provide evidence of this through call recordings and escalate to the necessary levels to ensure the needs of their residents come first.

 

Targeted on keeping abandoned calls as low as possible and within acceptable industry standards of 7%, the call recording technology is helping the team to better handle inbound calls by diagnosing issues more quickly and effectively through coaching on the key questions to ask to help better handle rent and repair enquiries.

 

Usability and scalability of the technology was a key factor for Hexagon and Neil adds "Red Box Quantify was a perfect fit for our organisation. It’s simple and intuitive to use enabling us to export a specific section of a call for evaluation. We also wanted a system that would grow with us, so the option of being able to add on modules like screen recording at a later date was a real benefit."

 

As an organisation also taking debit and credit card details over the phone for rent payments, PCI DSS Compliance was another ‘must have’ feature. The automated pause and resume function in the Red Box Recorders system means that as soon as the payment screen is opened up on the desktop, it is automatically triggered to suppress all audio on the call whilst payment is taking place, thereby ensuring PCI compliance.

 

Business Systems also provided training to ensure Hexagon were reaping the rewards of their new call recording investment. Neil goes on to comment "The Red Box solution was installed quickly and smoothly and the training delivered was seamless, our Directors and team were able to pick it up really quickly and the Business Systems engineer was really helpful and approachable."


About Business Systems UK Ltd:
Company LogoBusiness Systems is the UK’s largest independent provider of call recording and workforce optimisation solutions to organisations with critical phone-based interactions including Financial Institutions, Public Organisations, Emergency Services and many in-house and outsourced customer service centres. Solutions range from basic call recording (on premise, hosted and mobile) through to quality monitoring, speech analytics and workforce management tools. The company ensures high quality and fit-for-purpose implementations with a range of value added services including project management, consultancy, integration, training, and technical support.
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Today's Tip of the Day - Research Before You Buy

Read today's tip or listen to it on podcast.

Published: Tuesday, December 23, 2014

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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