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News : Marsden Building Society Deploys SmartVoice Viewpoint
Marsden Building Society has installed SmartVoice ViewPoint, a customer feedback solution from Sinclair Voicenet. This hosted solution has been deployed at Marsden’s headquarters in Nelson, Lancashire where it is being used to capture the opinions of customers relating to products and services immediately after calling the company’s contact centre.
According to Heather Crinion, General Manager Operations at Marsden Building Society: "After looking at a number of systems, we selected SmartVoice ViewPoint as it provides us with a cost effective and real-time solution to pro-actively find out what customers really think of us and the service we provide."
"The new system was easy to deploy requiring no hardware or software to be installed in the contact centre," continued Crinion. "It will revolutionise our understanding of what customers really want and automatically alerts us should the service we are delivering fall below the society’s usual high standards, or when an exemplary level of service has been provided enabling us to react within seconds."
In the future, Marsden Building Society plans to extend use of the SmartVoice ViewPoint system to its branch network where web-based surveys can be completed by customers using kiosks before leaving. It is anticipated that this will help identify the best performing branches and allow best practices to be cloned to enhance performance across the organisation.
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More Editorial From SVL Business Solutions
About SVL Business Solutions:
Founded in 1967, Sinclair Voicenet Limited is the UK’s longest established specialist provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. Sinclair Voicenet was one of NICE Systems’ first Platinum Partners and has customers in diverse industry sectors including financial, public safety, local government and utilities.
About Marsden Building Society:
The Marsden Building Society is a UK building society, which has its head office in Nelson, Lancashire. It is a member of the Building Societies Association, a trade organisation of building societies in the United Kingdom.
Published: Friday, June 26, 2015