Call Recording Technology

Telco and IT Systems failure has never been a readily acceptable option for the financial community particularly now, given the Financial Conduct Authority’s (FCA's) increasing focus on regulatory compliance. With alarming regularity, fines are being issued by the FCA - this year levels are already in excess of £818 million*. For those firms such as trading floors or financial institutions, systems failure would not only result in substantial fines but also the probable destructive loss to business if trading were...

Thinking of buying a call recording solution?If so, there are a number of factors you will need to take into consideration prior implementation, to ensure you are making the right choice for your business and choosing the software that will deliver in the area’s you need the most. With over 25 years of experience, here at Business Systems (UK) Ltd, we have come across numerous questions raised by potential buyers and clients that might be of interest when looking for...

When selecting a new call recording system your organisation will, in all probability, have evaluated its options so as to identify its requirements in key areas such as: Specification Suitability Manufacturer pedigree Price Support credentials, etc. Whilst not headlining the list when purchasing the newest and greatest, buried deep in this will be the manufacturer’s policy for end-of-life. What happens when the sun sets on the product or version being purchased? Sound familiar? Although this may not feature high on...

There are many different call recording solutions available on the market today so which one do you choose? Deciding which of these solutions is best suited to your needs and requirements can be a tricky process dependent on a number of differing factors such as your business objectives and strategy, budget constraints and/or addressing specific business needs within your organisation. Among the many solutions available today, Red Box Quantify is an option chosen by many distinct and diverse organisations, including...

[Last Updated May 2020] One of the most frustrating, and potentially costly issues when it comes to retrieving your call recordings is trying to find that one conversation, but realising it has not been recorded as your voice recording system has, for some reason failed at that moment in time, and there was no resiliency or business continuity plans built into the design. Resiliency isn’t about backing up your interactions or replicating them, it’s about making sure your voice recording...

One of the first questions when purchasing any new products is on price; how much will this cost me? Price plays a major part in any decision-making process, and can often be the crucial factor on whether you buy something or not. To ensure you are in the most informed position possible when making any decisions on Call Recording we are here to provide you with some indicative costs on call recording. To find out more about Call Recording, check...

Technology doesn’t stand still and engineers and software developers typically spend their days working on the next version of your voice recording system, adding functionality and features, streamlining processes and increasing resource efficiency. New hardware and software is being designed to work faster, smarter and more securely than ever before. But my old system works fine, why would I spend money upgrading it? Let’s assume you don’t need every one of those new features, is it still worth upgrading? For...

[Last Updated: August 2016] As with any other sector, travel & transport is a competitive industry and companies can choose to compete on price, offering the best package deals and rates or on customer service to help differentiate their offering. Those companies that carry out both are more likely to achieve success leading to repeat bookings, loyal customer recommendations and great reviews. Organisations like Eurotunnel understand this and apply voice recording and agent coaching tools such as quality monitoring to...

Making or receiving telephone enquiries from customers? The way you handle your sales calls has a direct impact on your bottom line. Do you know – really know – how your reps are performing over the phone? Do you know the strengths and weaknesses of each employee? Or who your best and worst performers are? With professional call recording you get crystal clear insight and indications of where measurable improvements can be made to help with conversions. Here’s a short introduction...

Following hot on the heels of the Vocal Wordwatch multi-recording engine portal which provides playback of call recordings from different systems in a single interface, we are delighted to announce the launch of our new performance management module. If it’s got a field we can report on it to deliver informed insight at your fingertips, tailored to your role or remit in the company. With drag and drop functionality you can reduce the overheads in time and resource to produce state of the art...

Do you know whether your older call recordings meet the PCI compliance requirements of today? If you’ve only just recently implemented a PCI Compliant call recording solution but still need to retain recordings where you took credit card data from customers a few years back, those legacy call recordings still need to meet PCI Compliance requirements. In other words sensitive customer credit card data should not be accessible by your business or your agents, regardless of how old the call...

Established in 1971 Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Handling over 1.2 million inbound customer contacts a year the company is dedicated to providing the highest levels of customer service across a 180 seat contact centre, supported by 1,000 field based Sales Advisors. Managing a multi-channel contact centre, enquiries are split 50/50 between web and inbound calls. With KPIs around answering 80% of calls within 20 seconds and minimising lost calls to under...