Bernicia Group is using CTI and call-recording software from Liquid Voice to improve its customer service as well as to remain compliant with payments regulations.
The Liquid Voice system integrates inbound telephone calls with the housing group’s CRM system to provide a ‘screen pop’ of each caller’s details to its customer service staff.
The Liquid Voice system will also enable Bernicia to comply with the PCI-DSS standards for call recording, which demand that the call-recording software must remove any sensitive cardholder data, such as the CVV on the back of a credit card, when taking payment details.
Gary Hind, head of ICT, Bernicia Group, said, “The Liquid Voice software automatically pauses the recording when an agent accesses a pre-defined payment gateway. This removes the risks associated with manual pausing as the card details are never recorded or stored by the agent and it also provides a seamless process for taking payments.”
Bernicia and Liquid Voice are also involved in the creation of new technology to improve the ‘soft’ skills of Bernicia’s front-line staff. The two companies are working with Housing e-Academy, a creator of e-learning resources for the social housing sector, to create the necessary content.
The e-learning courses will include scenario-based question and answer sessions, designed to put the knowledge gained into practice. The course will be launched in October 2012 and cover topics including opening a call, recording and responding, and objection handling.
Debra Beattie, head of organisational development, Bernicia Group, said, “The aim of the course is to help housing providers like us achieve higher standards of customer service and implement best practice across their organisations. As it is a web-based system, our staff will be able to work their way through the resources at a time, pace and place that suits them.”
