Call recording will allow us to direct our training accurately to improve efficiency and ensure we are engaging with our customers professionallySturgess of Leicester
Liquid Voice came along at the right time with the right product at the right priceSturgess of Leicester
Founded in 1897, Sturgess of Leicester is one of the UK’s oldest family operated motor dealers.
Operating from four sites in the Leicester area, Sturgess represents brands that span economy and luxury motoring and offers products for every lifestyle, from 4×4 to convertible, or van to hot hatch.
Regardless of budget, Sturgess aims to have a car that will suit the individual’s lifestyle. Its dealerships comprise: Alfa Romeo, Fiat, Jaguar, Land Rover,Nissan, Volvo and Toyota Aftersales.
Sturgess prides itself on providing great value and the best in personal service and has become one of the most respected names in motor retailing in the UK.
From its investment in premises to marketing, staff training and customer interaction, Sturgess strives to achieve consistently high levels of professionalism to differentiate its service offer from its competitors.
Sturgess of Leicester has annual sales in excess of £60 million and employs over 190 members of staff.
In any one day, these staff – from new and used car sales to servicing and parts – make and receive thousands of calls.
Each one reflects upon the professional standards set by Sturgess of Leicester and how they are handled is fundamental to the efficiency of the operation and the level of customer service attained.
Sturgess investigated installing a call recording system in order to:
Sturgess had considered call recording before but had received quotes from previous suppliers which were prohibitive.
Nichola Moore, Sturgess’ Marketing & Systems Manager, explained: ”We were made aware of Liquid Voice’s call recording solutions by our customer relationship management system supplier.”
“Liquid Voice came along at the right time with the right product at the right price.”
Liquid Voice’s call recording system was installed at all four sites operated by Sturgess of Leicester.
Nichola commented: “We now have the security of knowing that all of our calls are being recorded for the rare occasions when we need to resolve a disputed telephone conversation.
“More importantly, we have an easy to use, cost effective system which was installed without disruption to the business.
“Like many other companies, we accept credit card payments over the ‘phone so it was important that Liquid Voice’s system was PCI compliant.
“Call recording will allow us to direct our training accurately to improve efficiency and ensure we are engaging with our customers professionally.
“It will help us deliver the high standards of customer service synonymous with Sturgess of Leicester whilst recognising opportunities for value added sales.”