Insurance and wealth management business Bartlett Group has boosted customer service standards by installing the latest call recording technology at its headquarters in Leeds.
Wakefield-based NGC Networks provided a Liquid Voice call recording solution for Bartlett, which enables it to retrieve calls and deal with queries more efficiently. Liquid Voice is a Leeds-based software house specialising in contact centre applications.
Bartlett Group offers a wide range of services for businesses and individuals including insurance, risk management and independent financial advice.
Robert Simpson, managing director at Bartlett Wealth Management, said: “For us, it was about putting safeguards in place. We need to be able to retrieve calls for audit or training purposes.
“We have staff whose primary role is to make calls. The new software shows us how many calls they are making and the duration of those calls, which is very useful for training purposes.
“The implementation was quick and painless. It works really well and it’s easy to use.”
The new solution also includes a secure payment system which protects sensitive information and complies with Financial Conduct Authority (FCA) and Payment Card Industry (PCI) standards.
Liquid Voice and NGC consulted Bartlett to understand its internal systems and payment methods. It also liaised with the developer of its Acturis brokerage system to ensure compatibility.
Dean Harrop, director of NGC Networks, said: “Bartlett is a growing business and wanted to improve the reliability and efficiency of managing its telephone calls. After an initial consultation, we recommended the Liquid Voice solution, which has improved decision making and quality management for many different types of businesses.
“This investment will ensure that Bartlett Group continues to offer a high quality customer service experience to individuals and companies.”
NGC Networks provides telecommunications solutions and internet connectivity to companies across the North of England. Its growing client portfolio includes Superbreak Holidays, Manning Stainton, Puma UK, Lowell Group and The Car People.
NGC Networks recently announced that it had increased turnover to £4m following another successful year. This marks a 20 per cent year-on-year rise. The business, run by directors Nikki Guest and Dean Harrop, has maintained profitability and is pushing ahead with expansion plans, including staff recruitment.