Call Center, Dispatch, and Accounting Department Call Backup System
Liberty Lock & Safe in Las Vegas, Nevada uses Algo's ECR Call Recording System to back up calls from their Call Center, Dispatch, and Accounting departments for the purposes of employee training and to resolve billing issues. According to Paul Petty, Liberty's IT Manager, the system has greatly improved customer service, saved time, and has proven to be a vital management resource.
"The Locksmith and Security Control industry requires speedy and accurate response to customer calls", says Petty. "We needed to have a system in place that not only helps us communicate better but also to quickly resolve any disputes that arise."
According to Petty, locks, safes and access control products have a vocabulary that is sometimes confusing to the average individual. For instance, when Liberty quotes a price for re-keying, it is per cylinder but sometimes customers don't understand that one door may have three cylinders and must be billed accordingly. For this and other reasons, Liberty management elected to place the Algo recording units on phones that receive calls requesting service and others that are "highly sensitive", such as in the Collections department. "We now have a permanent record of what was said and by whom", says Petty.
Petty adds, "The ability to easily review a conversation allows us to not only verify or disprove customer issues, it also allows us to pro-actively guide our employees in dealing with customers according to company policies and procedures. The ability to resolve issues before they escalate is priceless."
According to Petty, one of the best features of the ECR system is the ability to remotely access the system over a network. "Management can monitor calls, access call records, and perform system tasks all from their own desktop. Also, no recording equipment is required at the employees work stations, so employees are not intimidated by the system."
State law in Nevada requires that all parties to a telephone call consent to recording. Liberty Lock & Safe meets this requirement by answering calls with a call screener who routinely informs callers that all calls are recorded.
"The Algo system has performed flawlessly", says Petty. "Currently our call history goes back 11 months and has over 180,000 calls." Petty adds that the ability to view call statistics such as average time per call and number of calls has made the system a valuable management resource. "Now that we have the system available, we can't do without it."
Installed on Liberty's existing Nortel Meridian telephone system, the ECR call recording system is currently monitoring nine of the 25 lines the company has, covering all the high-priority incoming and collection telephones.
Liberty Lock and Safe is a Safe and Security Supply Center in Las Vegas, Nevada. Started in 1979 as a one-man operation, it has grown to 41 employees and 17 service vehicles and operates out of a 9,000 sq. ft. show room near the downtown center.
Algo's ECR (Enterprise Call Recorder) Solution provides multi-user, supervisor monitoring, and centralized multi-channel call recording capability for Algo's suite of hardware interface products for Nortel digital, analog, and MDC Centrex technologies.