All blog posts

You could find yourself in ever decreasing circles trying to choose the best service & maintenance contract for your organisation and you are not alone. Experienced in this area, the Business Systems team has identified 5 factors for consideration prior to selecting a call recording support contract or maintenance provider. 1.Remote monitoring capabilities The ability to resolve customer issues quickly and efficiently is a must. The capability to identify and fix problems remotely results in less system downtime, saving time...

With the Olympic games scheduled to run from 27 July to 12 August and the Paralympic games ending on September 9th the forward thinkers at Business Systems have highlighted the following steps being taken to ensure our service and support operation will run on a ‘business as usual’ basis. Travel Public transport hotspots have been identified and engineering journeys will start earlier where required to ensure prompt onsite arrival. Home Working If movement becomes restrictive, home working contingencies will be...

PCI compliance, cost effectiveness and the ability to meet a range of customer needs are just some of the factors Business Systems took  into account when determining if Red Box was the best product to meet customer requirements. Having worked alongside Red Box Recorders on a number of engagements in the public and financial sectors, the call recording technology brings simplicity to digital recording at a competitive price, making it the perfect addition to Business Systems Call recording portfolio. Incorporating...

This week we will be looking at what to consider for resource planning short term forecasting and how to avoid some common pitfalls. What is Short Term Forecasting? By short term forecasting I am referring to the workforce planning forecasts that you will create requirements and apply the schedules against. Or in simple terms, the ones you will use for intra-day management. In terms of the forecast volumes for each contact type it is important to consider the historical data....

It is rare for a contact centre to have no requirement for sales expertise within their calling teams. Even discounting outbound telesales calls, a wide variety of industries court potential sales opportunities over the phone on a daily basis. Without effectively identifying and exploiting these, you could be missing out on significant annual revenue. Today’s post illustrates how speech analytics can help you to define, promote and monitor sales within your contact centre. Using speech analytics alongside agent monitoring and...

CE Electric UK delivers electricity to over 3.8 million properties across the North East of England, Yorkshire and Northern Lincolnshire. Reinforcing their commitment to service and ensuring regulatory requirements are met, they have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres. CE Electric Control Centres provide mission critical services via their engineers who have the precarious task of energising and de-energising...

The National Policing Improvement Agency (NPIA) have announced that the Complete Online Digital Evidence System (CODES) developed by Business Systems and Damovo has been added to their national framework arrangement. CODES,  a police interview recording solution, meets the needs of today’s police forces by being fully modular. Forces can quickly and easily replace existing recorders with a low cost digital solution, whilst having all of the capability of scaling up to a fully networked system for the handling of digital...

With less than twelve months to go before a UK deadline on City securities firms, to deploy mobile call recording solutions under new regulations, the Financial Services Authority (FSA) told firms at Business Systems recent industry forum to start talking to technology providers to arrange “reasonable and adequate” solutions. Jocelyn McCafferty, a manager in the FSA’s Policy Conduct unit, discussing the cost/benefits, legal and timing issues around mobile recording in the UK, EU and internationally, told delegates: “This deadline is...

Covering topical issues such as PCI compliance, the advent of social media and delivering cost savings through the implementation of Analytics technologies, Business Systems Annual Conference attracted over 390 delegates last November. Incorporating presentations delivered by industry experts from the ICS and PPF, the conference also provided key insights on the latest technologies from companies breaking new ground. BT’s customer experience futurologist, Nicola Millard provided a seasoned, high energy keynote speech on her latest research tackling the economic climate, changing...

Mobile recording for compliance within financial markets is under review across most of Europe. Norwegian regulatory authorities have already taken the plunge, with a 1 April 2011 deadline and the UK follows with enforcement beginning from 14 November 2011. As with all new technology much can be learned from early implementations. As Business Systems engagement in the initial Norwegian projects comes to completion, considerable experience has been gained from which its UK customers will clearly benefit. Offering a wealth of knowledge...

Speech Analytics still remains a relatively under-utilised technology, despite all the hype so we decided to investigate further with a questionnaire uncovering some surprising insights we wanted to share… We polled contact centre and customer service managers across healthcare, banking, utilities, telecoms, travel, local authorities and outsourcing firms and found that only a third of respondents understood the difference between the various vendors and technologies on offer. 38% of respondents admitted to having little or no awareness of this technology as...

The importance of Business Systems’ mobile call recording technology and market trading surveillance systems, has been recognised with nominations for three industry awards in the FST awards. Business Systems (UK) Ltd the voice and speech technology specialists have just announced that they have been shortlisted in three categories of the Financial Sector Technology (FST) awards. Market Detect their intelligent trading surveillance system has been shortlisted for ‘Most Innovative Data Intelligence Product’, whilst Vocal Mobile their patented mobile phone recording solution has...