All blog posts

Experience shows the way... The success of the Leeds conference ‘Improving Performance 2007’ proved yet again that those in the Contact Centre industry are determined to raise the bar on performance and that the stated goal of the Customer Contact Association:- “to drive professionalism in customer contact centres”, was indeed the objective for many. There is no doubt that knowledge is the key and the combination of benchmarking and experience are invaluable. Promotional Logistics (Prolog) probably run one of the...

Anyone who has a little bit of the philatelist in them will know that the ‘penny black’ is a rare old find and as a result, is a very welcome addition to either your stamp collection or pension fund. The recorder shown here does not fall into this class, old and rare it may be but welcome it is not, unless of course you are desperately looking for 300 kilos of landfill. This product was called ‘Voicelog’ and for the...

When looking to implement a voice recording system, ‘open’ headsets is something that can get overlooked and only comes to light after the event. Unfortunately that’s when you discover the associated problems and by then, it’s too late. So what’s the problem and how does it manifest itself? It’s really quite simple; with the headset being ‘open’ all the time anything that an agent says triggers the recorder and keeps it operating all day long. This means that the recorder...

An intelligent predictive dialler, with OFCOM compliant outbound calling services is just one option! OPEX Hosted Telephony Services have just launched OPEX IPD. Enabling small and large organisations to enjoy the productivity benefits of automated dialling, it maximises resource without high capital outlay. It uses the OPEX hosted model, enabling organisations to ‘Pay-As-They-Go’. This solution works differently to ‘Progressive’ or ‘Power dialling’, reducing silent and abandoned calls by predicting what calls and customer information records are needed, according to the...

Operating for over 15 years, Abbey Legal Protection (ALP) is a business-to-business insurance provider specialising in the delivery of legal protection products and services. Supporting employers against potential legal action from employees and 3rd party contract disputes, ALP mitigate insurance claims by giving guidance and advice. ALP wanted to implement a Call Recording solution aimed at improving the quality of service provided to their clients. Handling over 1,000 calls per day, agents identify whether the call is commercial or employment...

Do you want more choice when choosing a call recorder? Business Systems is enhancing its small recorder range with the addition of the new Mirra Series IV product. This new Call Recording system records up to 48 channels and has as standard 8kb/s and 64kb/s compression. The technical among you will be pleased to note that similar to our Vocal EvoLite, the Mirra Series IV has a Linux operating system, meaning a more reliable and resilient system for mission critical...

Our mailbag this month produced an assortment of odds and sods but we thought this photo from Australia was an absolute gem and just begs to be published. The note attached to it says: it’s an early recorder from the trading floor of the Oonadatta Opal Exchange – casino spiele yeah right! Yes there is a place called Oonadatta and its slap bang in the middle of opal country but we just can’t shake that feeling that we’re being strung...

The Call Centre Expo (CCExpo) understandably is well and truly focused on the contact centre space and Business Systems UK will be featuring the latest offerings from NICE and Vocal Recorders along with the in-network services from OPEX Hosting. In addition to its established contact centre services, OPEX has produced some exclusive products for Business Systems’ customers and a good example of this is their ‘Customer Satisfaction’ service, which focuses on customer loyalty. (More information about this service is featured...

OPEX introduces a clever little program that invites customers to give feedback straight after a call, if the customer is dissatisfied it immediately sends an alert to the team manager who can then take appropriate action. OPEX ‘Customer-Satisfaction’ is a program to help you focus on the customer and act immediately to salvage any damage that may have been done. Here’s how it works:- firstly, the program can link to your existing call recording system or work independently. It’s a...

Imagine this scenario, this is not a ‘TV courtroom drama’, this is your own organisation and you have a real ‘situation’. A recording of the contentious telephone conversation has been found and it proves without a doubt that the other party is in the wrong and your people are in the clear. “Yes”, you say; “we have a result”, but then the doubt starts to build; this call is the only piece of concrete evidence you have to support your...

At Call Centre Expo, Business Systems will be demonstrating the latest modules and enhancements to NICE’s flagship solution, NICE Perform including:- Centralised VoIP recording The NICE Perform Compliance Suite, launched in July 2006 will be shown. This includes a new VoIP gateway, which by providing a centralised recording solution replaces the need to have recording units in each branch. The new solution is able to capture high volumes of interactions via IP trunks, supporting TDM, hybrid and VoIP environments. Workforce...

and looks back over 10 years... It is probably the best thing we ever did. As a company that has been constantly banging the ‘quality’ drum and promoting the message of ‘agent improvement’ to contact centres it stands to reason that we should set ourselves a quality standard against which we could be measured and held accountable, so we did. That programme in the early nineties became our ISO-9000 standard for our ‘Professional Services’ operation and this means that we...