Case Study

Monsterboard.nl selects CyberTech Recording solution

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The customer

Monsterboard.nl offers an interactive platform where employers and job seekers can meet. For job seekers there is a daily offer of more than 50.000 vacancies and an online Career Centre with tips, tools and information. The Monsterboard.nl CV Database, with its approximately 700.000 CVs, offers employers a unique solution for recruitment and selection. Monsterboard.nl is part of the Monster Career Network, founded in the USA in 1994 and now active in 36 countries worldwide. In 1998, the first non-English Monsterboard site was launched in the Netherlands. Today Monsterboard.nl is by far the market leader in the Netherlands.

Professional Telesales

Monsterboard.nl has very strong brand recognition as a career site for employees and employers in the Netherlands. Significantly less people know Monsterboard.nl as an employer in its own right. There is however a relatively large, professional organization hidden behind the interactive platform, with around 200 employees. Nearly half of these are active in telesales. Monsterboard.nl Training Manager Ralph de Keijn explains: “Our employees in the telesales department are not the usual call centre employees wanting to make a little extra cash, but motivated account managers, with their own high level of responsibility and ambitious targets. They are essential to the success of the firm and we therefore gladly invest in their further development, through, among other things, intensive coaching.”

Affordable and user friendly

As the basis for coaching conversations, Monsterboard.nl regularly records telephone sales conversations. Until recently this was done with tape recorders. A solution that was not very successful as employees themselves were responsible for the recordings, which did not always result in a representative picture, and the search for conversation fragments was also very time-consuming. Ralph de Kleijn: “We have one single central IT department in England for all European branches of Monster. This department has already spent considerable time preparing the European roll out of the recording system that is also used in the United States. Due to the highly heterogeneous IT environment, this is however not easily done. The situation had become so critical for us however that we began to search for an alternative. As such an alternative would essentially be temporary, and our budget was limited, we sought for a high quality, but primarily user-friendly system, which we would be able to initiate quickly. After a brief market exploration, we found, via KPN, the CyberTech Recording solution relatively quickly.”

Practical and flexible

Monsterboard.nl currently utilizes a configuration of 16 channels. Floor Coach Janine Kroes: "This does not however mean that we can simultaneously record everyone’s conversations and we do still have to manually push buttons, though it is nonetheless a major step forward. The system truly is very simple to use. What I find particularly practical is the option to make notes during a recording, which means that I can subsequently search for conversation fragments later on, based on those notes. If, for example, an employee has difficulty dealing with resistance, than you can mark the specific moments where that happens. In coaching conversations you can then easily raise the issue, which is very effective. For me personally it is also ideal that the system is web based, meaning I can access the recordings at home too, for example.”

Higher level of involvement

Janine has also noticed that employees have shown a higher level of involvement since the introduction of the Voice Recording system. “Recordings can easily be sent by email and account managers frequently ask me to send them specifics conversation again. Sometimes as preparation for a coaching conversation, but for example also if they planning to phone a customer back, and want to remember the feel of an earlier contact. We hereby gradually discover increasing possibilities and advantages. We are for example contemplating giving supervisors access to the application, so that they can easily listen in on conversations.”

Future

Ralph Kleijn is also very enthusiastic: “I don’t know how long we will still have to wait for the rollout of the American system, but I for one am a strong proponent of not waiting for it. The CyberTech Recording solution works great and I would like to extend the number of channels in the short term. We will also share our experiences with other branches and the central IT department. We are after all a country of pioneers and it would not be the first time that an innovation initiated here spread elsewhere.“

The solution

The CyberTech Recording solutions offer the perfect solution for recording, saving, summoning and replaying of telephone exchanges in both traditional and Internet Protocol (IP) telephone environments. Based on open source, industry standard components, technologies and protocol, CyberTech Recording solutions offers the option to record from four to thousands of channels, at one or more locations. Recordings can be accessed in a quick and targeted manner and replayed via an intuitive, browser based interface, without licensing limitations.

"What I find particularly practical is the option to take notes during a recording, which means that I can subsequently search for conversation fragments later on, based on those notes"

Janine Kroes

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