All blog posts

For those contact centres operating within the banking, insurance and loans sector, payment protection insurance (PPI) is the hot potato right now. On 20 April 2011 UK firms lost a judicial review that will have a major impact on compensation relating to the mis-selling of PPI. As a consequence banks and associated firms will now have to review past sales of PPI and use new guidelines to judge whether any policies have been mis-sold, regardless of whether or not customers...

Steering your agents in the right direction Imagine you could apply the principles of a sat nav system in the context of a contact centre to ensure your agents travel from point ‘a’ to ‘b’ taking the most direct possible route, without error and in the shortest time possible. This is essentially what real time impact (RTI) delivers by capturing interactions across multiple channels, analysing past interactions, identifying the root causes, applying workflows and business rules and consolidating that output...

For all those users of the NICECall Focus III call recording product or those currently considering investment in one, time is running out with an October 1st 2011 deadline formally announced as the end of sale and expansions date. Launched by NICE in 2005 as an upgrade to the NICECall Focus II product, it proved to be very popular within the Public Safety market due to its ability to operate in a mission critical environment and its promised lower cost...

The Financial Services Authority (FSA) have raised their game in recent years tackling market abuse by targeting not just individuals but the firms implicated in cases. FSA fines issued in 2010 alone, reached £90 million and the trend seems set to continue. At a recent breakfast briefing, Business Systems invited Ian Mason, Partner at legal firm Baker & McKenzie LLP to highlight the challenges financial firms are facing when striving to achieve compliance. Transaction Reporting Transaction reporting is a hot...

[lastupdated] There is a distinct buzz around mobile phone recording technology at the moment, primarily driven by the financial services market. The precursor for this was last year’s announcement by the Financial Services Authority (FSA) that all trade-related mobile phone conversations must be recorded. Mobile Call Recording Markets The recording of mobile phones is not a new idea. It is already operating successfully within the healthcare market with users such as out-of-hours service providers and GP’s recording the mobile phones...

The question we got asked most frequently in 2009 had to be: ‘is my call recorder PCI compliant?’ Unfortunately there is not a simple ‘yes’ or ‘no’ answer to this question because the question itself does not correctly address the issue. The correct question is: ‘what do I need to do with my call recordings, systems and processes to ensure that I meet PCI compliance?’ That is a very different and far more complex question, the answer to which will...

The annual conference ‘Improving Performance in the Contact Centre’ received a record number of attendees in November, which only goes to prove that this is still a centre-stage event for the call centre industry. For those of you that missed the event here are the highlights:- there was excellent contribution from two of the industry’s leading digital editors Jonty Pearce of Call Centre Helper and Jon Snow of Call Centre Clinic. Top of the list was addressing issues such as...

Providing users of mobile phones with the same level of protection and security as their ‘landline’ based colleagues is a customer message that has grown in intensity in recent years. So much so that demand has been driving technical development and the first systems designed for corporate usage came into operation during 2009. This article provides a summary of the technology being used and how specific customer requirements are addressed. Our first question to customers looking to implement this technology...

Moveme.com take the stress out of house moves by providing a concierge service which assists people with planning and organising the move, getting local removal quotes, transferring utilities and providing price comparisons for home services. Moveme.com generate leads through strategic affiliations with companies like Royal Mail who know when people are scheduled to move. To optimise their outbound customer contact process, Moveme.com appointed OPEX Hosting to provide telecoms functions for preview dialling, call recording and Aeriandi’s Liquid scripting tool. Liquid...

The FSA have now formally announced that mobile phone conversations must be recorded in those situations where the content of the call deals with the receipt of client orders or the negotiation, agreement and arrangement of transactions across the markets dealing in equities, bonds, financial commodities and derivatives. View FSA Consultation Feedback & Final Rules > Available technology solutions Business Systems provide the leading compliant mobile call recording solution which can be deployed as either a hosted solution or onsite...

Project delivery consists of a number of key stages each designed to ensure a smooth, cost effective and professional implementation. Applied to a recording solution this criterion is equally relevant. One of the final stages within this programme cycle is that of acceptance testing. This testing forms the basis by which your solution will be measured and is the entry level for acceptance within your business. Consider this aspect prior to the onset of any implementation rather than leaving until...

Past years have seen a bumper crop of solutions being confined to the NICE call recording EOL list. As manufacturer support is withdrawn from these, customer attention should be focused on revisiting the relevance of business applications and requirements, as a replacement solution is considered. Dealing with legacy technology can cause many challenges for organisations, where nearly 90% of businesses are hindered by this. Here are our top tips for dealing with End-Of-Life NICE Voice Recording systems: 1. Consider the...