The Car People drives growth with telecoms technology investment

Used car dealership The Car People is aiming for significant growth this year following a major investment in telecoms technology.

The Yorkshire-based, £170m turnover company currently operates with 370 employees and 16,000 vehicles a year.

The Car People receive around 40,000 calls per month across sites in Wakefield, Sheffield and Manchester, therefore an efficient customer service is vital for the business to grow.

NGC Networks, a Wakefield-based telecoms specialist, has implemented a Liquid Voice call recording solution for The Car People to enhance its customer service standards.

Liquid Voice is a Leeds-based software house specialising in contact centre applications. The call recording solution has been installed across the whole operation at all The Car People’s sites including Sheffield, where the customer call service is based.

Jonathan Allbones, director of The Car People director, said: “We have structured our team to ensure our customers receive a high quality of service. To support that, we needed a bespoke call recording solution to help monitor our performance when dealing with customers on the telephone.

“The Liquid Voice solution delivered by NGC Networks helps us in a proactive way to monitor and develop our customer service team and incentivise them so they are focussed on giving our customers a great call experience.

“We look at every customer in the long term because a lot of them become repeat customers so we have to deliver a quality experience from the moment they make their first call to us.”

Dean Harrop, director of NGC Networks, added: “Working with Liquid Voice we were able to develop an intuitive solution suited to working across a multi-site business and with the capacity to respond to potential increases in call volumes. The solution is delivering for The Car People, enabling it to conduct regular analyses of its calls to ensure it stays at the top of its game when it comes to customer service.”

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