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Investment underlines commitment to customer service PDF Print E-mail
Tuesday, 27 June 2017
Anglia UK is underlining its commitment to business continuity and customer service with a major investment in its telecommunications.

The credit management specialist is investing more than £70,000 in a state-of-the-art telephone system. The new Avaya IP Office is a cloud-based solution that will enable Anglia to provide continuity of service in the event of being unable to use its head office.

Anglia Managing Director, Mark Scotney, explained: “In today’s age of such heavy reliance on IT, our clients need reassurance that we can continue to operate in the face of an emergency or disaster at head office.

“This new system operates in a virtual environment, which means our IT and telecommunications infrastructure can be quickly up and running in an alternative location, such as our disaster recovery centre, at very short notice.”

The Avaya system incorporates technology from Liquid Voice, one of the UK’s leading providers of interaction recording, quality management and analytics solutions. Calls can be recorded, monitored and analysed to ensure consistently high standards of customer care. It also helps Anglia comply with recent Payment Card Industry (PCI) security standards by making sure card payment information is not overheard, stored or recorded during telephone transactions.

The Liquid Voice platform offers a range of features including speech analysis, allowing users to assess compliance with greater speed and accuracy, whilst ensuring all calls are handled with the highest degree of quality and professionalism.

The system can also link multiple communication channels including emails, SMS and social media - enabling all interactions associated with an agent to be easily retrieved from the system and used for quality assessment and training purposes.

Training and Quality Director for Anglia, Nigel Dann, said: “Our team members deal with hundreds of customers a week, many of whom are under considerable stress, and they are extensively trained to handle these situations.

“This new telephone system will help us to review and develop our ongoing training programme to ensure that all of our customers continue to be treated fairly and with the same exacting standards of professionalism.”

Anglia offers a range of services to the credit industry including: vehicle and asset repossession; transport and logistics; asset auditing and credit management. It is also one of a handful of firms to achieve both ISO 9001 and ISO 27001 in recognition of its world-class standards.
 

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