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Thamesdoc provides an essential Out-of-Hours doctors service which operates between 6.30pm until 8.00am the next morning and during weekends. Covering the county of Surrey, Thamesdoc provides this service to over 1.2 million patients ensuring that patients have access to medical facilities when local GP’s are unavailable. The organisation has a dedicated 40 seat call centre which receives inbound calls from patients who have been given the number by their local surgeries. Every patient call is recorded regardless of whether they...

The voice recording solutions of yesteryear (about 4 years ago when life was far less complex) would predominantly fall into the ‘used-in-anger’ category. That is, they would work quietly in the background until called upon to settle a dispute or provide validation on a specific point. This method of operation was common place and as a service provider it was easy for us to identify this trend due to the high ratio of support calls that were initiated in relation...

Inspiring speakers, classy venue, record registrations, running in its 7th year, the ‘Improving Performance in the Contact Centre’ 2008 Conference proved as popular as ever. Over 250 delegates attended the event held at London’s premier wine tasting venue, Vinopolis. If you didn’t manage to attend - here’s the highlights: Paul Cooper, Communications Director at the Institute of Customer Service (ICS) emphasised how customer service professionals are the ‘brand guardians’ of today, representing the front line of what truly differentiates your...

Woori Bank (formerly Hanvit Bank), the largest Commercial bank in Korea has chosen NiceCall, supplied by Business Systems UK Limited to record all its dealing activity in its most profitable overseas branch - London, UK. Woori Bank, which means ‘Our Bank’ is 98% government owned, and is as commonplace in Korea as Natwest is in England! The bank has 624 branches. Richard Overton, the longest serving dealer in the city, manages Woori Bank’s dealing operation. Richard Overton, Head Dealer, decided...

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...

Teachers Provident Society, the fifth largest friendly society in the UK, has recently chosen to partner with Business Systems UK Ltd. Business Systems has improved the way the society transacts business, by facilitating telephone ordering and campaign measurement with an advanced call recording and quality management solution. Teachers Provident Society, based in Bournemouth has provided financial services to the teaching profession since 1877. Today the organisation offers a wide variety of savings, investments, retirement benefits and life assurance as well...

Business Systems experts in voice, VoIP and data recording, has become the preferred supplier of VoIP recording for the largest VoIP distributed network in the UK spanning across 38 sites. A well-known contact service centre has selected the Nice 8.8 VoIP solution from Business Systems, the largest distributor for Nice Systems in the UK. This system will be the first of its kind in the UK, operating as a software only implementation, utilising centralised storage and archiving for instant replay...

Business Systems UK Ltd is working with Prolog in developing a fresh approach to quality management with an advanced recording and performance analysis solution, NiceUniverse, one of the leading solutions offered from Business Systems. The new quality monitoring solution from Business Systems will improve productivity, achieve better call control, resolve disputes and increase staff motivation. Prolog provides a comprehensive range of marketing and customer support services, ranging from warehouse storage, to designing marketing creative and account management. Originating as a...

With the recent swine flu outbreak, we have had the privilege of being forewarned about a very probable flu pandemic later this year, going on into 2010. If you haven’t thought ahead and made some plans, you are quite likely to end up in a difficult situation in the coming months.. Scenario: H1N1 becomes more virulent People start dying Department of Health advice is to stay at home and not go to crowded places (like contact centres!) This could last...

TTL Automotive are specialist advisors to the automotive industry, delivering a number of performance improvement programmes to customers including Honda, SAAB, Renault and Fiat Group, TTL are committed to adding value to their customers’ bottom line by deploying technology solutions designed to increase sales conversion, whilst up-skilling customers’ sales teams. To achieve this TTL Automotive have invested in OPEX Hosting’s Call Craft platform. This technology platform provides them with a hosted call recording application and state-of-the-art reporting suite accessible via...

Picture this, a member of staff or worse still a contractor comes in to your offices just days before they are diagnosed with a suspected case of swine flu. Before you know it the aircon system has spread the virus and a significant percentage of your workforce are unable to come in to the office and perform their day-to-day role. This is a typical scenario many of our customers have been planning for the last few months and as part...

Barclays Stockbrokers, one of the UK’s largest retail stockbrokers have chosen Business Systems UK Limited to supply the Nicelog monitoring solution for their expanded telephone operations. With 3 sites in Glasgow, a total of 7 sites across the UK and over 650K active clients, Barclays Stockbrokers were looking for a reliable call recording solution which would satisfy regulatory requirements. "Having evaluated the market place for potential suppliers, we chose Business Systems who could offer us the best service agreement to...