Customer Service Call Recording

Interactive Voice Recognition (IVR) technology was hailed as a major breakthrough for contact centre operators. With call centre software that can interpret and act on cues from speech in natural usage, it brought about the opportunity to automate large chunks of call processing. With IVR making a range of self-service options available over the telephone, there is no longer a need to have an agent answer every call. Average costs per call have therefore fallen, while agents freed from handling...

Skype for Business offers contact centres the potential to provide a more personalised service, one that includes video and shared screen/desktop as part of the customer service experience. Through Skype, contact centre agents can answer customers queries via voice or chat, personalise the communication through video chat, demonstrate visually how to solve their problem and, if necessary, share desktops and screens. Just as with any other customer communication channel, such as phone, email and social, interactions with customers via Skype...

Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers)...

A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs are still being met. In the Customer Service world, we witnessed a continuing move towards customer centricity and experience, as well as a heightened desire to empower and engage employees for improved delivery and performance. We’ve now moved on to...

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. Those companies that carry out both are more likely to achieve success leading to repeat bookings, loyal customer recommendations and great reviews. Organisations like Eurotunnel understand this and apply voice recording and agent coaching tools such as quality monitoring to...

Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 seat contact centre, supported by 1,000 field based Sales Advisors. Managing a multi-channel contact centre, enquiries are split 50/50 between web and inbound calls. With KPIs around answering 80% of calls within 20 seconds and minimising lost calls to under...

Following a merger with Fortis, ABN AMRO had an opportunity to upgrade their recording technology opting for a voice recording system made on the basis of simplicity of use, good customer references and a strong support capability ensuring the Bank can apply robust maintenance in any future ventures. Jointly Business Systems and Red Box Recorders put forward a competitive proposal to supply a call recording solution capable of recording both TDM and VoIP and supporting some 250 users across the...

Experian is a leading global information services company providing consumer information, credit services, decision analytics and marketing services to customers. The Nottingham based contact centre deals with customer enquiries handling around 200,000 calls per month across 270 agents. Here we delve deeper into how speech analytics helped Experian achieve their retention goal. A high proportion of calls relate to the CreditExpert product, an online monthly subscription service which helps customers manage their credit report and score and also offers identity...

Quality Management and Voice Recording Case Study Tesco, the UK's largest supermarket organisation, has chosen Business Systems UK Ltd to facilitate the delivery of a consistent approach to customer service and employee development. Tesco carried out performance management manually, before they moved to the automated NiceUniverse quality management software and NiceLog digital voice recording and screen capture platform, provided by Business Systems.  Tesco operates 2,291 stores around the world and employs 296,000 people. To support its growing customer base, Tesco...