Contact Us
General Enquiries Tel: 020 8326 8326
Need Support? Tel: 020 8326 8300
red box logo
NICE fully colourised logo
NICE in contact fully colourised logo
Verint fully colourised logo
Microsoft fully colourised logo
Next Generation WFM - A Definitive Guide for the Contact Centre

24/7 out-of-hours healthcare service choose Business Systems

4 min read
Author Business Systems UK
Date Jun 1, 2008
Category Call Recording Technology

for call recording solution…
Frendoc has achieved significant productivity gains by replacing their media based call recorder with a VocalCompactPro secure recording server. Operating “out of-hours” they chose Business Systems for the replacement system and 24/7 support.

Frendoc is a “GP Cooperative” which came into being to provide patient-care outside of normal working hours in and around the Bristol area. In conjunction with Primary Care Trusts each GP surgery in the Frendoc group has responsibility for ensuring that patients can have access to GPs 24 hours a day.

The need to modernise the recording system at Frendoc was becoming apparent. With 5 staff handling calls the weekly workload of recordings was mounting to the degree that archiving them to DVD discs on the old recorder was less than satisfactory. In addition, call retrieval and replay was a time-consuming process, meaning that key staff were often diverted from core activities.

Business Systems was chosen as the new supplier based on their product design and 24/7 support capability. Rus Clarke, IT Manager at Frendoc explains;- “our core hours are typically between 4.30pm until 8.30am the following morning on weekdays and all day Saturday and Sunday at the weekend – we need to work with a company that can handle this requirement as part of their everyday activity”.

Call recording at Frendoc is a mission critical requirement; the new VocalCompactPro is used for dispute resolution if there is an incident and as a training tool ensuring correct quality measures for internal staff.
The system works as a secure server which means staff can retrieve and listen to calls at their PC desktops and create transcripts if necessary, offering a level of flexibility never achieved before. Everything is in one place and accessible online so that finding a call is straightforward.

Rus Clarke concluded:- “The team at Business Systems were informative and very quickly understood my needs, as a consequence our staff can deliver a higher quality and more consistent service, secure in the fact they have the 24/7 support to back them up”.