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Last Updated August 2016 In virtually every contact centre it is now common practice for agent’s calls to be monitored and evaluated by their supervisor or quality specialist. But is your contact centre receiving real value from quality monitoring? Below we have listed a few tips on how to do just that. 1. Assign Quality Ownership It sounds obvious, but if nobody wants to own the process, how can it be audited and calibrated to ensure it is effective and...

The next wave of ‘analytics tools’ is upon us with the emergence of ‘customer experience analytics’ (CEA). For those of you not familiar with the technology, let us explain... Understanding why your customers bail out of the IVR or website and into your contact centre has until now been somewhat akin to asking “why did the chicken cross the road?” In both cases you don’t know! The chicken’s motives are unimportant but not knowing your customers’ can impact bottom line...

Last month Business Systems attended the Financial Sector Technology awards and were proud sponsors of the ‘Best Trading Platform’ category. The winning entry demonstrated how the use of technology had improved processes, speeded up response times, enhanced capacity and helped further the chances of future business success for the company. The award presented by Stephen Thurston, Director at Business Systems was received by Florian Miciu, Chief Technology Officer of Chi-X Europe. Congratulations to Chi-X Europe and all the other award...

Business Systems UK Ltd (BSL) announces successful completion of a pilot launch of its Contact Centres Consultancy Division.. This division was launched in recognition of customers' need to create or enhance quality management programmes. Following the successful pilot launch of this programme, BSL's in-house industry experts are concurrently running four projects within well known UK contact centres. "Quality management has become more complex, and increasingly important for our contact centre customers. Our in-house consultants are uniquely experts in both quality...

Eurotunnel is the company responsible for running the 35 minute passenger shuttle service through the Channel Tunnel between Folkestone and Calais. The Eurotunnel Contact Centre, based in Folkestone, operates on a pan-European basis dealing with enquiries, taking reservations and providing telephone and web support to countries including the UK, France, Belgium, Holland, Germany and the Republic of Ireland. Multi-skilled, multi-lingual agents each handle up to 100 calls per day and are expected to achieve 90% customer availability time during the...

No matter what we do in business, Management Information (MI) is vital and… if we’re completely honest we can’t get enough of it. OPEX Hosting telephony services benefit from a new customer billing system which gives the end-user valuable and insightful MI. OPEX Hosting is focused on adding value to their customers’ operations at every opportunity, readily identifying that an extremely important part of this value chain encompasses the customers’ billing experience. A complete bureau service from Dataflow ensures OPEX...

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...

Developing innovative service solutions is the key behind the success and growth of the Business Systems professional services division in recent years. Large enterprise level systems integrators like Damovo typically require the flexibility to offer their customers highly scalable, secure, best of breed solutions across their entire ICT infrastructure which can often lead to very specialist requirements. Business Systems acts as a natural extension to companies like Damovo by providing their end user customers with a fully tailored voice recording...

Boston-based Eze Castle Integration, a leading provider of technology and IT services to hedge funds and investment firms, today announced a partnership with Business Systems, the United Kingdom’s largest and most established independent call recording specialist. Business Systems will support Eze Castle’s London-based clients call recording and archiving solutions to help them achieve total compliance with the Financial Services Authority’s March 2008 CP07/9 ruling that mandates investment firms to record conversations and maintain electronic records. The combination of Eze Castle’s...

It was over two years ago that Business Systems acquired OPEX Hosting. In that time the OPEX team has grown significantly as has the range of hosted telephony applications. The portfolio began with just hosted call recording, ACD, self-service IVR and teleconferencing. Today, OPEX now has a wider suite of hosted applications including mobile call recording, campaign management, customer satisfaction surveys, click-to-talk, dialler applications and bespoke virtual switch solutions. With wider application appeal comes greater customer acceptance and with it...

And record all the calls you want to at the same time – good result! ACD’s have been around for many years but the market has swung firmly towards software-only solutions for good reason. Firstly, it reduces cost of ownership, secondly, there is no capital outlay and thirdly you can switch on extras like call recording with a few extra key strokes. The latest generation of ACD applications are ‘hosted’ and in the case of OPEX Hosting the ACD facility...

Recent years have seen significant development of ‘hosted telephony’ applications as increasingly companies embrace the flexibility of Software as a Service (SaaS). So to kick the New Year off we have shortlisted our top 5 hosted telephony applications available for call centres: 1) Hosted IVR - The ability to automate business processes whilst improving customer handling is a no brainer in today’s contact centre even more so if you can pay for this on a usage-only basis whilst self-administering the...