Arrow Distribution - Call Recording

Harpenden, UK 21st January 2005

Arrow Distribution has been providing a dedicated service to the house building industry since 1985 as distributors of white goods and fitted bathroom furniture from leading manufacturers. In a competitive market the need to provide a reliable and efficient service is vital to the busy schedules of house builders and developers. Success has brought continued expansion for Arrow, resulting in the company outgrowing its previous site and moving to a new purpose built head office and national distribution centre in Worcester which was double the size of their old site, with more than 93,000 square feet of warehousing space and state of the art offices.

With one in four new homes now being supplied by Arrow Distribution, the business of getting the right goods to the right place at the right time can be challenging. Whilst long-term contract orders are secured by Management, the Arrow call centre staff handle ‘call off’ order instructions from the actual building sites. Kevin Wright, Director of reseller JK Telecom explained, “The key issue facing Arrow was dispute resolution, where building site foremen either turned away deliveries as they were too early to be taken on site, or the

Tony Cassey, Operation Director at Arrow Distribution had used Callview for around five years, mostly in a call management application to see who had telephoned them and how the company had handled the call. “We were impressed that Replay Server was just an ‘add-on’ to our existing Callview system, an application that we were already familiar with and knew how to use. This allowed us to apply the same sophisticated search routines we would normally use to find a call, but now enabled us to actually playback the telephone conversation.” 

Kevin Wright commented, “Installation of Callview Replay Server was extremely straightforward. Essentially the application sits between the incoming telephone trunks and the Telrad PBX. Configuration of the recording application and integration to the existing Callview set up was simple.” 

Cassey added, “We now have the ability for our sales staff to check orders from site foremen as soon as they have completed the call to determine the exact specification of the goods required. At a stroke this has resulted in a decrease of delivery disputes at the building site and consequently an increase in productivity through reduced costs. At the same time we are providing a visibly better service to our clients.” “The ability of a call recording solution to find and playback a call is obviously a key feature, and in the case of Callview Replay Server I have to say the product is excellent. I have never failed to quickly find the exact call I want to play back. We use a number of parameters to locate the call we want to hear; extension involved, calling line identity, date of call etc and the quality of the call recording is good. Replay Server has a lot more parameters but we find these to be the ones we use most.” 

“Whenever there is a potential dispute with a customer over a delivery I can save the individual call recording as a Window wav file and email it as an attachment to a colleague or indeed to the client company for proof of the delivery request. This absolutely kills any issue dead. I had an incident recently where I listened to a call in which a senior buyer claimed our staff had advised him that a particular product was in stock and was questioning why we had not made the delivery. On listening to the conversation it was clear that our sales staff had in fact advised the buyer that the product was not available but was expected in to our warehouse shortly.”  

For more information see www.arrow-distributors.co.uk or www.jktelecom.co.uk