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Vehicle business drives growth with contact centre investment

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Used car dealership The Car People is anticipating strong growth this year following major investment in telecoms technology.

The £170m turnover, Yorkshire-based Company employs 370 people and sells more than 16,000 vehicles a year.

High quality customer service is vital to growing the business given it receives around 40,000 calls per month across its sites in Wakefield, Sheffield and Manchester.

Wakefield-based telecoms specialist NGC Networks has implemented a Liquid Voice call recording solution for The Car People to enhance its customer service standards in the competitive used vehicle marketplace.

Liquid Voice is a Leeds based software house specialising in contact centre applications.

The call recording solution has been installed across the whole operation at all The Car People’s sites including Sheffield, where its customer call centre is based.

The Car People director Jonathan Allbones said: “We have structured our team to ensure our customers receive a high quality of service. To support that, we needed a bespoke call recording solution to help monitor our performance when dealing with customers on the telephone.

“The Liquid Voice solution delivered by NGC Networks helps us in a proactive way to monitor and develop our customer service team and incentivise them so they are focussed on giving our customers a great call experience.

“We look at every customer in the long term because a lot of them become repeat customers so we have to deliver a quality experience from the moment they make their first call to us.”

NGC Networks director Dean Harrop said: “Working with Liquid Voice we were able to develop an intuitive solution suited to working across a multi-site business and with the capacity to respond to potential increases in call volumes.

“The solution is delivering for The Car People, enabling it to conduct regular analyses of its calls to ensure it stays at the top of its game when it comes to customer service.”

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Dean Harrop

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