 Carole Nash is one of the UK's leading insurance brokers, providing cover on motorcycles, cars and homes. Carole Nash have a reputation for quality service and competitive quotes and have, since their formation in 1985, become the UK's largest motorcycle insurance specialist.
Carole Nash had experienced rapid growth in recent years and are committed to maintain the high standards of service on which their business has been built.Training and analysis of staff performance were identified as key projects for the continued success of the business, further compounded with an obligation to comply with the Financial Services Authority regulations, an effective solution needed to be found.
Following an initial meeting and a visit to a reference site, ComputerTel were able to design and implement a system comprising of;
180 channel Orion Professional voice recording system allowing recording and retrieval of voice calls.
Nexus Software that builds and controls the call centre database.
QE2 agent assessment software for 200 agents allowing effective analysis and improvement of call effectiveness.
Wrap Up Manager that enables measurement, analysis and optimisation of telephone campaigns.
The system is initially being used as a training aid to maintain and improve call handling quality as Paul Donohue, senior manager in charge of this project at Carole Nash, explained "When agents and trainers can work through calls together using a powerful system like Nexus and Orion voice recorder, we see rapid gains in call quality which translates into a better experience for our customers." Paul went on to say "we will work with ComputerTel in the future." |
Case Studies 
