Depending on the job, we may need to record 1000 calls in a short space of time. We needed a system which could accommodate this flexibly and robustly. Liquid Voice’s ability to meet this specification was fundamental to their selectiomAccent
Accent is a full service market research company with particular experience in the transport, utilities, automotive, communications, health, and finance sectors.
Its clients include British Gas, B&Q, Consumer Focus, East Coast Mainline, NHS, Royal Mail, Scottish Power, Santander, TfL and The
Accent’s telephone operations are based in Bristol and Edinburgh. In total there are around 55 telephone market research agents working from these offices at any one time.
Driven by several different requirements, Julian Hollo-Tas, Manager of Accent’s Bristol Telephone Unit, originally initiated the research into call recording systems.
“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,” explained Julian.
“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.
“Finally, as a market research company, we sometimes want to conduct long telephone interviews of between 30 and 45 minutes duration. In these cases, it is much easier to be able to talk and then transcribe afterwards by playing back the call.
“This allows the researcher to focus on the call rather than being preoccupied typing long transcripts as they probe and listen.”
In order to ensure Accent acquired a cost effective solution which met its specific needs, Julian investigated the call recording market extensively.
Liquid Voice, as one of several suppliers Julian contacted, demonstrated their systems, highlighted the ways in which they could provide a tailored solution and provided reference sites.
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.”
“We also have Directors making calls from this office, and it is important that their calls are not recorded (and subsequently made available to non Directors) without permission.”
“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.”
Julian elaborated: “Sometimes we may go a couple of weeks without needing to record any calls but other times, depending on the job, we may need to record 1000 in a short space of time. We needed a system which could accommodate this flexibly and robustly. Liquid Voice’s ability to meet this specification was fundamental to their selection.
“A requirement of the Code of Conduct of the Market Research Society is that we are not allowed to identify individual respondents (or provide their contact details) to our clients, so when we need to e-mail out a selection of interviews to them, we need to be able to strip out such information. The file type used by Liquid Voice system allows us to do this quickly and easily.
“We can now meet our clients’ requirements for call recording. Although these are seldom replayed, it is vital that they are retained in case of any future issues.
“Installation of our call recording system was quick and painless and it is so simple to use that formal training was not required.
“It is proving to be an invaluable tool, which we have found to be extremely robust. We have had occurrences of internal network problems preventing the appending of project numbers to recordings, which we had feared may result in lost recordings. In actual fact the project numbers can be (within a reasonable amount of time) retrospectively patched.
Again, even though we do not use it all of the time, it is important to know that if we have problems between our systems again, the recorded data will not be lost. “