Knauf build a solid foundation with Vocal Wordwatch call recording portal

Background

Founded in 1932 Knauf is one of the UK’s leading manufacturers of plaster, plasterboard and drywall systems as well as providing lightweight solutions for flooring, ceilings and tiles. Implementing these solutions across the UK, Knauf’s customers include distributors such as Sheffield Insulation and Encon Insulation, as well as home improvement retailers and builders merchants including Wickes and Travis Perkins.

The company’s products have been incorporated in many high profile projects include the redevelopment of Heathrow Terminal 2, Newcastle’s Haymarket Metro station and the University of Bradford’s ‘Green Village’. 

Supporting all of this is the Customer Service team who handle anywhere up to 1,500 calls per week from customers, hauliers, contractors and sales staff. Improving and maintaining quality of service is at the very heart of the organisation. With many customers on first name terms with agents, maintaining quality of service is a key differentiator helping distinguish Knauf from other providers. As a long term user of call recording, Customer Services Manager at Knauf, Lin Hinkley knew it was time for an upgrade to help maintain their competitive edge and support their customer service goals.

Solution

After evaluating a number of call recording products and suppliers, Knauf selected Business Systems (UK) Ltd as their partner to work with in implementing the Vocal Wordwatch solution. Lin commented:

With the majority of customer orders placed over the telephone, a reliable call recording and quality monitoring solution was a must for fact verification and to assist with dispute resolution. 

Targeted with answering every call within the first three rings as well as ensuring the minimum amount of queue dropout is kept to a healthy target of 95% or above, the system is used to effectively train agents on best practice call handling to help them meet demanding targets. 

Knauf’s customer service team also deal with hauliers liaising on delivery updates and logistics as well as product and pricing queries. Ultimately aiming to achieve best practice in call handling the Vocal Wordwatch call recording solution forms part of a crucial ongoing programme in training and monitoring agents. Agents are now able to tag and categorise their own calls so that the company can better pinpoint the calls worth listening too for knowledgeable insight into their performance and development.

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