 Yorkshire Water provides 1.7m households and 140,000 businesses with water and sewerage services. They manage the collection, treatment and distribution of water, supplying around 1.24 billion litres of drinking water each day - that's the equivalent of a glass of water for every person on the planet. They also collect, treat and dispose of about one billion litres of waste water safely back into the environment everyday.
Yorkshire Water is passionate about providing first class customer service. They are raising standards, providing value for money and investing money back into the Yorkshire region.
In order to demonstrate their strong belief in excellent customer service, Yorkshire Water have invested in voice recording equipment, to assist with training and verification purposes in both their Customer Service Centre and Regional Operational Control Centre. ComputerTel Limited was their preferred supplier for both systems and the proposed solution was the Orion Voice Recorder.
The initial recording unit was installed into the Regional Operational Control Centre, with a central player to allow playback of calls, via a telephone handset, to verify calls that reported leaks and repair requests. Verification ensured that correct information was initiated from the call and the fault was dealt with quickly and efficiently. The Orion voice recorder allows rapid search and retrieval functions, to find a specific call quickly and easily.
Through the success of this new system being implemented, another voice recorder was purchased for the Customer Service Centre. As well as verifying calls, this recorder is used by team leaders to impartially assess the quality of service being offered to the caller. Through listening to random calls, specific training and coaching needs can be highlighted and implemented to ensure consistent standards of first class service.
|
Case Studies 
