Energy suppliers use documentation systems from VOXTRONIC to

• document and archive conversations and activities that require proof
• minimise risk
• research and analyse conversations quickly and conveniently
• implement lasting improvements to service quality
• increase customer loyalty rates
• lower costs

As with airlines and telecom providers before them, energy suppliers are now finding themselves facing a major challenge, i.e. having to change the way they do business in a deregulated market. A new era of competition has arrived and these days it’s not just tariffs that will decide whether customers stay or leave. Documentation and analysis solutions from VOXTRONIC will help you to be ready to face the future.

In fact, energy suppliers began recording conversations some time ago as part of their troubleshooting service, mainly conducted via radio. This is done partly for liability reasons, and to have conclusive documentation available if a liability claim is made. It is also invaluable for them to be able to reconstruct incidents accurately, and thus avoid similar incidents. The netbox mobile recording system is useful here, for example to note which lines need to be disconnected for maintenance work. The network-capable system can save up to four items of communication digitally at the same time: analogue radio, TETRA, telephone connections and audio signals (such as microphones). Data telegrams (such as FSK/FMS/selective calling) are automatically recognised, analysed and – like all other data –stored centrally in an SQL database. Electricity can cause a great deal of damage in just a single second, so the chronologically high-resolution netbox allows communication-logging that’s accurate to the thousandth of a second.

Energy suppliers recently decided to no longer restrict communication documentation to safety-relevant conversations and telecontrol signals. With speech recordings they have discovered a thoroughly versatile tool for improving quality and increasing efficiency, particularly in call centres where major or minor power failures are reported, where bills are questioned and complaints are made. The sheer volume of conversations is on the increase and with it the complexity of the calls: today’s customers know what they want. With the voxlog professional system you can find out precisely what that is.

By using the keyword spotting module, complaints can be filtered out automatically in a carefully targeted way by running searches for such phrases as “already having problems again”, “how often do I have to tell you” or even “I’ve had enough”. And it works the other way around too. Do you want to find out what phrases your customers react particularly well to? Look for “That sounds good!”, “convinced!” and “you’re right”. And listen to selected employees communicating successfully before allowing other staff to benefit from their skills through precisely-aimed follow-up training. Want to research conversations in a convenient format and forward them via e-mail? It only takes seconds with intelligent voxflow management. And that regardless of whether the recording was made three days or three months ago. You can always rely on its stable data archiving facility. The user interface, which is operated intuitively via web, allows the rapid categorisation, attribution and addition of comments of all conversations, digital or analogue, incoming or outgoing. Just press a button and the last conversation is played back by instant recall, as many times as it takes until every detail has been understood. Optionally a screen-logger can show in realtime the inputs that were made on the screen.

The readily available and freely scalable voxlog professional system can be seamlessly integrated into existing CRM and front-end software, and into all common telecommunication systems.