Sir George spent a morning in a converted barn near Laverstoke, meeting Jonathan Grant and his team. "They have developed a niche market in managing call centres. For many firms, this is the first contact their customers will make with them and the first impression is crucial. We all find it irritating to have to wait, and to be given endless options. New Voice Media can adapt the response to the particular needs of the customer. For example, if the only reason a customer calls his bank is to order a new chequebook, they can put that up as an early option, having recognised the telephone number. Also, by using the right voices and background music, New Voice Media can take some of the tension out of the situation."
"I was glad to hear they are doing well and building up their customer base."