Paul Fredrick

See how DVSAnalytics has helped optimize Paul Fredrick

Paul Fredrick

Founded 25 years ago, Paul Fredrick designs, manufactures and directly distributes men’s clothing, including tailored dress shirts, stylish Italian ties, trousers, suits and more. The Company sells its collections through catalogs, the company website and social media sites, such as Amazon and Living Social.

Without the overhead of wholesalers and store fronts, they are able to proudly provide great style at everyday prices. At the same time, this distribution model makes the Company’s contact centers in Pennsylvania and Georgia critical links to servicing its customers. Contact center representatives field a variety of calls including placing orders, assisting customers with website orders, returns, exchanges, promotional offers, billing questions, etc.

The Company is committed to providing superior customer service and understands the ability to review recorded conversations is key in monitoring and continuously improving service quality.

IT Looks for Improvement

The Company purchased a recording system that did not live up to its expectations and was disappointed to find that it was cumbersome to use, inefficient and provided very little functionality.

Jon Fisher, IT Administrator, explains, “Our previous recording solution was incredibly slow, and it was painstakingly difficult to gather calls. If we tried to list calls for a certain month, we might sit watching the monitor for a half hour to an hour before we could listen to a single recorded call.”

Not only was the system difficult to use, Paul Fredrick experienced trouble when trying to contact customer support for the product, which further diminished its value to the Company.

How DVSAnalytics Optimized their Workflow

Paul Fredrick decided a more advanced system was needed and discussed its options with Wolfe Communication Systems, Inc. who recommended DVSAnalytics’ Encore® Recording and Quality Management solutions…

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