Case Study: Slater & Gordon Lawyers achieves enhanced customer service and productivity with Mitel MiVoice Call Recording and Quality Management

Slater & Gordon Lawyers - Customer Case Study

Slater & Gordon Lawyers, a major UK law firm with 18 offices and over 1,450 staff, was held back by a legacy call-recording system that restricted access, made call retrieval and playback difficult, and prevented effective coaching, training and use of call data for client relationship management and marketing.

They implemented Mitel MiVoice Call Recording and Quality Management (via HighSpan Networks), giving agents self-service access to recordings, notes and sharing, and managers easy evaluation tools. The change delivered faster call access, better training and accountability, improved customer service and productivity, a new student work‑experience program, and stronger marketing/reporting capabilities.

Slater & Gordon Lawyers

Jessica Milne

Contact Centre Agent