Arcadia Group Customer Services Contact    
With over 2,200 outlets in high streets and shopping centres throughout the country, Arcadia Group is the UK's second largest clothing retailer. Today, the Group reaches its customers through household brands such as Dorothy Perkins, Burton, Principles and Top Shop, as well as Home Shopping, the Internet and a growing number of international stores. The Group now employs over 30,000 people worldwide and generates sales of over £1.4 billion. As the Contact Centre grew, a more sophisticated call recording and monitoring device was needed. Current recording equipment put the emphasis of recording a call onto the agent and it was almost impossible to isolate and identify a particular call. Increasing numbers of agents merely exacerbated the problem. In addition, as new staff joined, Arcadia needed to be able to use call recording as part of their ongoing quality monitoring process to ensure that new recruits were performing to the standards expected of them.  Arcadia chose Empathy’s Eventra as the product best suited to their requirements.

Barnett & Barnett   
An independent insurance broker based in West London, Established over 70 years ago, Barnett & Barnett is a privately owned broker. Primarily serving the commercial sector, Barnett & Barnett specialises in providing a one stop shop for insurance based requirements. Its cost-effective, carefully selected products include solutions for risk and insurance management, and financial services. After a rare but not insignificant misunderstanding over what was agreed in a telephone conversation between one of the insurance companies Barnett & Barnett works with, Neil Campling, Managing Director at Barnett & Barnett knew it was time to invest in additional technology

Building and Civil Engineering   
B&CE was founded in 1942 to provide a central point for administering holiday pay to employees working in building and construction. Today its portfolio has grown to encompass related financial services such as death in service benefits, accident cover and retirement provision. It is the UK's largest provider of stakeholder pensions, boasting a membership greater than 190,000. The successful expansion of its financial services product offerings and the tightening of industry regulations has meant that B&CE is required to record increasing numbers of telephone calls to comply with industry guidelines. At the same time B&CE has also recognised the need for employee quality monitoring to ensure best service to its customers. 

Dial-A-Phone   
Since its inception, Dial-a-Phone has expanded quickly and today boasts a call centre of approximately 350 seats, with agents numbering more than 750 and daily calls in the region of 20,000. With the majority of its business conducted via the telephone and with major plans for expansion, Dial-a-Phone knew its recording solutions needed updating. The existing solutions were either nearing obsolescence, or cumbersome and time-consuming to use. After reviewing a number of systems, Dial-a-Phone chose Empathy's Eventra as the best option because it provided a flexible, modular recording solution which was easy to use, had a large capacity for long-term storage at a competitive price and was future proof.

MotorCycle Direct   
MotorCycle Direct, a leading insurance provider for the UK motorcycle insurance market, puts customer service excellence at the top of its requirement list for a successful business. Empathy's Eventra recording solution was chosen to underpin and strengthen this success and strategy.

PRSPCA   
The Royal Society for the Prevention of Cruelty to Animals (RSPCA) aims to promote kindness, prevent cruelty and alleviate suffering to animals. Its effective network of Inspectors, Animal Collection Officers, clinics, animal centres and welfare centres goes some way to achieving this, however the national cruelty and advice line and enquiries service also plays a key role. To ensure calls to these service lines are dealt with effectively, the RSPCA has chosen Empathy’s IP-based recording solution, Eventra, to monitor and improve this customer interface.

The Savoy Group   
Comprises five of the world's most prestigious hotels and associated businesses such as Simpson’s-in-the-Strand, the Savoy Theatre and Edward Goodyear Florist, has always believed its success and reputation as a leading hotelier is attributable to high levels of guest satisfaction. To help improve and enhance this philosophy in its Central Reservations department, it has chosen Empathy's voice recording solution.

The Mortgage Lender (TML)
Prides itself on the service it provides to customers. As a major player in the specialist lender market, customer satisfaction and compliance come first. Eventra from Empathy, a contact recording and performance optimisation suite, is helping to reaffirm TML's commitment to good customer service and provide adherence to industry or company regulations.