Liquid Voice was able to offer integration with our current customer relationship management system and compliance with PCI DSS – both key requirements.”Gary HindBernica
The Bernicia Group provides more than 8000 homes throughout the North East of England, with almost 6000 located in South East Northumberland, and over 2000 within the Tyne and Wear conurbation.
It offers a range of responsive and flexible housing, care and support services tailored to meet the specific needs and requirements of its customers.
Customer service excellence lies at the heart of Bernicia Group’s core values. It is one of the pioneers in the use of technology to help drive customer service excellence throughout the organisation.
Andrea Malcolm, Director- Retirement & Supported Housing for Bernicia Group, explained: “Our customers tell us overwhelmingly that their preferred method of communication with us is via the telephone. So, we have focussed on redirecting resources and investing in systems to create an improvement in the front line service.”
Andrea Malcolm continued: “We need to be able to continually improve the service we provide to our residents, so our chosen suppliers need to help us support service requests more swiftly and provide a better service and outcomes for our residents.”
Gary Hind, Bernicia’s Head of ICT, said:”There were significant challenges with our previous call recording system which operated on a standalone basis.
“Liquid Voice was able to offer integration with our current customer relationship management system and compliance with PCI DSS – both key requirements.”
Gary Hind explained: ”Integration with our CRM system enables our operatives to screen pop – displaying a customer’s details automatically from an in-coming call. So there’s no need for lengthy delays taking the customer’s details.
In addition, the Liquid Voice automated PCI solution allows us to be fully compliant with PCI DSS requirements for taking payments.”
Liquid Voice has developed a solution which will automatically pause the recording when an operative accesses a pre-defined payment gateway, this removes the risks associated with manual pausing and provides a seamless process for taking payments.
Gary continued: “From a customer’s point of view, it gives them assurances that any sensitive data they provide to our operators will not be compromised in any way.”
Gladys Audsley, Bernicia’s Customer Contact Team Leader said: ”Screen popping of the customer’s details at the first point of contact is really useful in helping us empathise with the customer. We don’t waste time looking for their details so ultimately our call handling times are reduced. I know first- hand the benefits of the Liquid Voice solution and my team give very positive feedback about using it.”