Call Recording Advice

We all know that regulatory call retention periods have been steadily increasing for some time but that knowledge probably wouldn’t prepare you for a whopping 60 year obligation if it were to land in your lap tomorrow. Luckily this is not the case for most organisations but some insurance companies are indeed facing this very problem. The difficulty these companies have is not so much to do with modern call recording systems but with the older recording systems that: a)...

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...

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...

Technology that serves contact centres and financial trading floors is evolving rapidly and with core systems embracing new business applications we are witnessing the creation of new mainstream business tools. Finding your way through the maze of new technology and understanding these new tools along with the names they go by can be difficult so we have reconstructed our website to help guide you through the process. Work Force Optimisation (WFO) has seen a number of product sets drawn together...

OK, so you’ve bought your recording system - congratulations! Now cue those niggling questions - Will the implementation go smoothly? How will I get the most out of the system? How do I engage all stakeholders to ensure they use the system effectively? How quickly will I realise a return on my investment (ROI)? Enter - ‘rapid return call recording consultancy’, a tailored consultancy programme provided by Business Systems to address all of the issues raised above and more. This...

As the credit crunch makes itself felt across all sectors of commerce and industry the Monitor looks at how you can either reduce your call recording budget or make it pay you bigger dividends. In summary, there are just two simple scenarios and the odd permutation to deal with, and here they are:- A) You already have a call recording system and you want to sweat that asset for as long as you can – in which case, can BSL...

A number of our clients have recently approached us and asked how the ability to record interactions will be affected by the implementation of unified communications applications. In order to answer this we first define unified communications... Picture this, you need to call a colleague you ring their desk phone, at the same time this also rings their mobile. Alternately one of your sales team clicks on a telephone number in your CRM system, click-to-talk technology intercepts the click and...

Your choice of Call Recording system should not just be based on how cost effectively you can meet your legal requirements, or what system is the easiest for your support team to maintain. There is also the consideration of what benefit you can deliver to your businesses operational efficiency when reviewing the physical integration of the recording system. The choice of integration can be simplified by deciding whether you want the opportunity to hear the customer side of their contact...

"We have seen companies come and go and to stay ahead of the game – its change, change and change again" ... says Stephen Thurston director of business development. In a market where the dynamics change more frequently than Beckham’s hair style, 20 years in the call recording business is a lifetime in comparison to other technologies, and the changes just keep on coming. Business Systems opened its doors as a start-up in November 1987 taking its first analogue recorders...

We all know the old adage ‘nobody ever got sacked for buying IBM’ but in the call recording industry there is no obvious supplier or product, which comes out on top. So how do you even begin to approach the complexities involved in buying what is no longer a simple call recording solution? An Analysis, Objectives and Results (AOR) study is generally a good starting point to assist in defining your business goals and objectives whilst getting everybody focussed on...