Why finance firm's new quality tool isn't just talk

Millions of words of conversation are now being saved for analysis and assessment every week by motor finance group The Funding Corporation (TFC).

It follows the installation of new recording technology said to be the most advanced of its type, and which provides the company with much more than just a means of remaining compliant.

The system allows TFC to drill down into types, times and locations of telephone conversation, and to monitor, compare and evaluate the way in which staff and customers interact.

The voice audit trail encompasses both the company's headquarters in Chester, and the nationally-based used car showrooms of TFC's motor retail division ACF Car Finance.

As well as identifying actions which could improve customer service, the analysis of speech content also enables the firm to pinpoint newly evolving topics and concerns among buyers.

In the wake of the system's installation, TFC has now established a new Quality and Evaluation Unit in Chester which is tasked with management and operation of its functions.

The team recruited for the unit will monitor and quality-assess customer-orientated calls made both from and to TFC's central office, and its regional dealerships.

Supplied by Business Systems UK, the technology is made by US specialists Verint which provides sophisticated recording technology to government and law enforcement agencies worldwide.

According to Lorna Rossi, Head of New Business at ACF Car Finance, the system provides a range of performance tools beyond the simple ability to record and archive conversations:

"The web-based structure of the technology means that we can quality manage, assess and score the structures of calls being made, and to make comparisons across the company," said Ms Rossi.

"For that reason, the system is as much a function of improving business intelligence as it is a means of verifying conversations and ensuring that individuals are adhering to compliance requirements.

"The technology represents a considerable investment by TFC, but it is providing a resource for information gathering which would be hard to achieve by any other means," she added.

- ENDS -

ACF Car Finance Limited (acfcarfinance.co.uk) is Britain's leading supplier of high-quality used cars to people whose credit status might otherwise prevent them from obtaining a car loan. ACF Car Finance has earned a strong reputation within the finance and motor industry for its standards of customer care, and the quality of the friendly, professional advice provided by members of its fully-trained team. The company has a Facebook page at www.Facebook.com/ACFCarFinance, and can be followed on Twitter at www.Twitter.com/ACFCarFinance.

ACF Car Finance Limited. Registered in England number 4757280. Registered office address: International House, Kingsfield Court, Chester Business Park, Chester CH4 9RF.

Jane Whittle
Marketing Manager
01244 625 683
07974 328 194
[email protected]