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Growing Marketing Firm Realizes Call Center Recording Benefits Quickly

January 15, 2013
By Amanda Ciccatelli - TMCnet Web Editor

Recently, Coordinated Systems, Inc. (CSI) helped Trident Marketing (News - Alert) embrace fast growth in its call center by providing a low cost call recording and WFO solution – CSI’s flagship product, Virtual Observer (VO), a call recording and WFO solution for contact centers.

In its 40th year of business, CSI has continued to build lasting customer and partner relationships. VO supports Avaya, Cisco, NEC (News - Alert), Mitel, ShoreTel and several other phone systems. VO's recording methodologies include selective recording for quality and training, as well as 100 percent call logging for compliance, liability or verification recording.

Staffed with 400 people and hiring more, Trident is a national direct marketing company that has been in business for over 20 years. With an increase in talk time and call volume (10,000+ calls hitting the building each day), Trident decided to add call center staff and call handling capabilities to handle the increased flow, which helped identify a need to implement a call monitoring system to assist in staff training. Trident’s agents handle calls relative to the installation of the product, shipping and follow up with the customer, so training is very important.

With an increasing call volume and a multi-skill environment, Trident knew it was critical to improve the toolset used for training and quality assurance. So, the company searched for the perfect fit, eventually finding CSI’s (News - Alert) VO solution.

“Trident discovered Virtual Observer, which was a right-sized solution for us. We use VO to prove that we provided the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the required follow-throughs have been completed,” said Brandon Brown, Trident CIO, in a statement.

In addition, the company uses VO to analyze compliance categories and to find specific call types. Critical benefits realized by VO include being able to retain call sensitive data, like DNIS, ANI, Agent and timestamps for when the recording occurred.

According to Trident, the value proposition presented by VO in terms of functionality and price make it a leading contender in the contact center space.

“We would definitely recommend the solution to other marketing organizations out there!” said Brown. “We utilize predictive analytics to model churn and predict appropriate additional products to sell to the consumer. Technology like Virtual Observer is also a vital part of Trident’s success.”

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Edited by Allison Boccamazzo

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