With 6.5 million carers across Great Britain, charity organisation Carers UK was set up nearly 50 years ago to offer support to unpaid carers looking after family or friends. Providing a telephone advice line to help sustain carers with emotional support and guidance, they recently appointed 10 home-based volunteers to complement the 2 office based advisors who collectively handle over 100 calls a day. Carers UK identified a need for call recording to support this pilot ‘volunteer project’ and when deciding on a system to adopt, sought advice from the telephone helpline association in recommending vendors. OPEX Hosting came out top on value for money and providing vital features, Emily Hodge, Project Manager at Carers UK said “the call recording system was easy to implement, user friendly and easy to manage following a brief training session. After a one month trial, I was keen to continue using OPEX as the customer service was second to none and the shift changing function was easy to administer.” Receiving calls on their advice helpline the OPEX call routing function enables the volunteer on duty to take the call from the comfort of their own home, a key factor in being able to offer quality and compassionate listeners. The OPEX system has provided the ability to give de-briefs and feedback by sharing and playing back calls. Recordings are also played back by the Project Manager to assess how the volunteers are handling calls, empathising with callers and due to the sensitive nature of some of the calls assess the impact of the call on the volunteer. These calls are then shared within a private group forum and used to hold remote training sessions as a way to improve response handling and better preparing the volunteers for different situations. View the full case study here or contact us for further details. Written by: Business Systems UK
Blog 22 July, 2026 The Cost of Attrition: Why Workforce Engagement Management is a Self-Funding Strategy Contact centre attrition remains one of the most expensive challenges facing customer support leaders. CX Today reports annual turnover rates of 35-45% remain common across the industry, with each departure costing between £10,000 and £15,000 in recruitment, onboarding and lost productivity. For a 200-seat operation, that equates to roughly £700,000-£1.35 million in annual attrition costs
Blog 30 April, 2026 Customer Experience Tools: How to Choose (and Implement) the Right CX Platform for Your Business Choosing the right customer experience platform is a major decision for many businesses. The platform you choose shapes how customers interact with your business across every channel, determines what insights you can extract from those customer interactions, and influences whether or not your teams can deliver consistently excellent service. Yet many organisations approach this decision
Blog 16 April, 2026 Conversational AI in UK Contact Centres: Moving Beyond Basic Chatbots Many contact centres in the UK have implemented chatbot technology in some form or another, but with varying degrees of success. Recent industry research reveals that nearly 70% of customers become frustrated with chatbots and prefer speaking to human agents, and abandonment rates for basic chatbot interactions continue to remain stubbornly high. The problem isn’t
Blog 10 April, 2026 Proactive Customer Service: How Contact Centres Can Use Proactive AI to Anticipate Customer Needs The traditional model of customer service is almost entirely reactive: a customer discovers a problem, contacts your organisation, and waits for a solution. This approach places the burden squarely on the customer, requiring them to identify issues, navigate your contact channels, and often endure multiple interactions before their problem is solved. Proactive customer service powered
Blog 29 January, 2026 Microsoft Teams Recording Without the Risk: A Practical Guide for Regulated Organisations Microsoft Teams has become the backbone of collaboration across financial services, insurance, the public sector and other regulated industries. Trading conversations, client discussions, internal decisions and approvals are now happening daily across voice, video, chat and shared files. That shift brings opportunity, but it also introduces risk. For organisations operating under regulations such as FCA,
Blog 5 December, 2025 The clock is ticking: Why end-of-life recording systems are a critical compliance risk Outdated recording technology isn’t just an inconvenience, it’s a ticking time bomb for regulated firms. For financial services and other heavily regulated industries, end-of-life (EoL) voice recording systems can create dangerous blind spots. When vendors withdraw support, these unsupported platforms become vulnerable, exposing your firm to major compliance penalties under frameworks like MiFID II, FCA,
Blog 20 November, 2025 Proactive AI vs Reactive AI: Understanding the Difference Artificial intelligence is changing the way organisations across the UK engage with customers, but all AI solutions aren’t created equal. Many still rely on reactive models that respond only once a customer makes contact. Proactive AI takes a more advanced approach, identifying needs and acting before the customer does. Understanding the key differences between proactive
Blog 20 November, 2025 5 Ways Proactive AI Can Reduce Manual Workload in Contact Centres Contact centres today face a familiar challenge: maintaining exceptional service while managing high volumes, rising costs, and limited resources. Agents are spending valuable time on repetitive, manual work instead of focusing on complex, high-value interactions that truly build customer loyalty. This is where Proactive AI makes a measurable difference. By combining automation with intelligence, it