Marketing/Teleservices Firm Improves Quality as Call Center Grows

The team at Trident Marketing have been in business for over 20 years, building upon a simple mantra of “envision, achieve and enjoy” to create a high-growth direct response sales company.

Now staffed with 400 people and counting, Trident is recognized as a national direct marketing powerhouse, while staying locally focused in Moore County, North Carolina.

With a surging call volume and a multi-skill Cisco telephony environment, it was critical to improve the toolset used for training and quality assurance. Never afraid to invest in technology which offers tremendous value and low cost of ownership, the Trident team looked high and low for the perfect workforce optimization fit in terms of feature set and budget.

Trident eventually discovered Virtual Observer, an emerging call recording and quality monitoring solution which “was a right-sized solution for us. We use VO to prove that we provided (or in some cases did not) the necessary information for the customer to make an informed decision. In addition, we monitor all points of a call from beginning to end, customer service and quality control to make sure the RFT (required follow-throughs) have been completed,” said Trident’s CIO.

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