28th and 29th September 2005:
International market research agency, Kudos Research,
has placed an order valued in the region of £25,000,
for SVRLITE, a Secure Voice Recording solution from
GemaTech, a telephony solutions specialist. The solution,
consisting of 2 units, is capable of recording 60
calls at any one time, and provides Kudos research
with high quality recordings of all telephone interviews
for monitoring, training, and any potential dispute
resolution purposes.
Given the ever-increasing demands
on businesses to provide accurate and timely information,
the ability to monitor and train front line staff
is invaluable in improving customer service levels.
For Kudos Research, SVRLITE will ensure a high
level of control over all telephone interviewing
with the additional benefit of assisting the IQCS
(Interviewer Quality Control Scheme) requirement
to monitor 5% of interviews conducted.
Sue Long, Research Director at
Kudos Research comments, “We first decided
to purchase a voice recording solution to enhance
our customer satisfaction. A key requirement of
SVRLITE was its ease of use and ability to rapidly
retrieve all of our conversations. This provides
us with immediate access to recorded calls enabling
us to confirm key points of a conversation at any
time and therefore, eliminate any concerns over ‘who
said what’.”
SVRLITE provides a high quality
digital dual channel recording system which has
the ability to quickly and easily locate and retrieve
a selected recording using a standard web browser
enabling users to play it back over the ‘stereo’ speakers
of a PC. For easy retrieval, calls are recorded
and indexed in a number of ways including by date,
time of day, number dialed and extension number
of the member of staff making or receiving the
call.
Long explains, “Another
benefit of voice recording is that is it much easier
to monitor our international calls; 80% of the
work we do is international. Previously, when we
have had to interview abroad in regions such as
the Far East, we had to use a specialist language
supervisor to monitor the calls as they were occurring,
usually overnight. . Now, with the voice recording
solution, the supervisor can monitor all the required
calls from a specific period of time in one go,
whilst working during daytime hours. Naturally,
this is much more time efficient, and therefore
results in cost savings.”
Long continues “Under the
Market Research Society’s code of conduct,
if a client wants to listen to a call, we must
edit out not only the respondent’s personal
details but also any other reference that could
identify them or their organisation. Not many voice
recording services offer the additional option
of an editing facility, but GemaTech’s product
was ideal for this and offered us the ability to
edit individual calls at the flick of a switch.”
Commenting on the relationship
with GemaTech, Long concludes: “We have a
good working relationship with GemaTech, and have
received very good support from their technical
support team. There have been situations where
we have needed GemaTech’s expertise to resolve
a problem and they have been very responsive in
doing this.”
Kudos Research is a market research
agency, specialising in data collection and analysis
on behalf of many blue chip clients including ,
Xerox, Hewlett Packard and ABN AMRO.
About
GemaTech:
GemaTech designs and develops products and solutions which deliver
telephony business continuity and secure voice recording by obviating
telecommunication failure and aiding dispute resolution respectively.
GemaTech
has over 10 years expertise in developing niche
applications for the telecommunications industry.
Founded in 1995, and headquartered in Guernsey,
GemaTech also has operations in Basingstoke,
and San Diego.
GemaTech
specialise in delivering cost effective, scaleable
solutions ensuring that organisations, large
or small, can benefit from the deployment of
GemaTech’s innovative technology delivering
measurable and quantifiable returns on investment.
GemaTech’s
unique business continuity products and services
are capable of ensuring the instantaneous, seamless
and total recovery of 100% of an organisation’s
incoming calls, the lifeblood of any company,
by intelligently re-directing any number of individual
DDIs to any number of alternative destinations – and
activated in seconds after an invocation.
GemaTech’s
secure voice recording product, available as
an additional module to enhance the business
continuity products, enables all re-routed calls
to be call recorded, as well as a stand alone
product delivering a number of unique features
including dual channel or “stereo” recording
of all calls, ideal for dispute resolution.
GemaTech
has customers across many vertical sectors, including
financial services, banking and insurance and
the travel industry. Some of GemaTech’s
key customers include, Travel Councellors, Regency
Mortgage Brokers, Kudos Research, Access Accounting,
Message Labs, Ultimate Insurance and Richmond
Corporate Services.
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