All blog posts

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...

Following last year’s appointment of an Inside Sales Manager and a period of accelerated growth within Business Systems, a number of refinements have been made to our sales support and customer contact infrastructure. Most notably, customers now benefit from the allocation of a client liaison executive who effectively acts as a sole point of contact, ensuring that our clients get the most from their technology investments, that their changing needs and requirements are addressed and that they are communicated with...

In response to the upcoming FSA deadline for implementing mobile phone recording technology within financial institutions, Business Systems has been busily canvassing industry opinion about how firms would want to see our own Vocal Mobile recording solution modified to best suit their requirements. From the perspective of cost, simplicity and time-to-implement it is evident that a hosted mobile voice recording solution is the popular choice. However many firms stressed the importance of being able to securely keep mobile recordings onsite...

OPEX Hosting, was acquired by Business Systems in 2006 with the aim of providing an alternative ‘hosted’ delivery method of telephony services. During that time OPEX has grown significantly and now provides call recording solutions to over 45% of the UK’s Out of Hours (OOH) service providers, who supply GP services during weekends and evenings. According to Andy Mahoney, Healthcare Manager – Call Craft at OPEX Hosting - “In the last year, we have seen a tremendous growth in the...