Hombre Motors

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Hombre Motors are based in Surrey and service a growing market of car sales and servicing throughout the region. They offer a "Ring and Reserve" auction service by telephone, which allows people all over the country to buy pre–auction cars for well below list price and to bid securely on them.

An increasing problem is that people sometimes change their minds: bidding on an item and then pulling out of the auction. As result the company receives the odd complaint from customers, sometimes denying ever ordering a car, or expecting more than they signed up for. Estelle Buckley, Marketing Manager at Hombre explains:

"We looked into call recording hardware and found it was very expensive and that we would have to change our phone system to accommodate it. We needed a service that we could use instantly for a low cost, and we found that Record Your Call fits the bill perfectly.

Since we've been using Record Your Call, we've seen issues almost half, with fewer deals falling through. The purpose of recording calls is not to catch customers out, but to protect them and ourselves. Record Your Call also offers a range of additional benefits for staff training, managing customer expectations, and having a spoken record of what is, in effect, a contract.

The Record Your Call service allows us to record each conversation and store it on our file server, so we can access it at any time. Should our service be called into question, we can check recordings and play them back to our customers on the line, or via the replay service in the showroom with the customer in front of us, and resolve any issues instantly. What's more, it only costs us 10p/min to record a call, a drop in the ocean compared to the time we have saved, and the thousands of pounds potentially we would have to invest for bespoke call recording equipment."

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