Accent is a full service market research company with particular experience in the transport, utilities, health, and finance sectors. Driven by several different requirements, Julian Hollo-Tas, Manager of Accent’s Bristol Telephone Unit, originally initiated the research into call recording systems.
Julian explained: “Our need for a call recording system was largely driven by a demand from our clients. There is a growing requirement for us to be able to play back calls we have made so that clients can hear, first hand, responses to research into areas such as customer satisfaction, for example.
“There is also a legal requirement from some of our clients, for example those in the financial services sector, for us to be able to record the calls we make.”
One of Accent’s fundamental requirements was to be able to select by project which calls should be recorded, easily and reliably.
Julian explained: “We do not want to record all of our calls. When we are undertaking certain research activities this would be unhelpful, as interviewees could become guarded if they were advised that the call was being recorded.
“Liquid Voice was able to instruct their system to interrogate our telephone system, the objective being to append our project number to each recording. This enables us to enable or disable recording on any particular project, as required. Only if a call has been tagged with a ‘recording enabled’ project number, does the recording become available for review/processing.”