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 working day. Customer enquiries can be quite complex ranging from booking enquiries and the PETS travel scheme to travelling on the continent. Against this backdrop new legislation was introduced on January 1st 2009 stating that any companies selling connected travel insurance would be subject to Financial Services Authority (FSA) compliance. As part of the Eurotunnel offering the company provides cover for motor breakdown and personal travel insurance these services needed a call recording and quality monitoring solution which would deliver compliance by ensuring that 100% of calls were recorded. Business Systems have been working with Eurotunnel for over 10 years and as testimony to the relationship and proven ability to deliver during that time were chosen yet again to provide a solution designed to meet the needs of the organisation. The key requirements included the ability to record all inbound and outbound calls as part of a total recording solution, the ability to seamlessly upgrade from one solution to the next with minimum impact to the business and the need to quickly and easily retrieve calls to facilitate customer query resolution. Following a consultative approach, Business Systems quickly identified that the NICE Perform® call recording solution, which provides total recording combined with a fully integrated quality monitoring and screen capture application, would provide an excellent fit for Eurotunnel’s business requirements. From a management perspective the new system has been invaluable, Ian Harrison, Contact Centre Manager, Eurotunnel, commented “The reporting capabilities of the system are excellent. The business portal provides you with all the information you need as soon as you login with the dashboard ensuring at a glance that the quality of the calls are where we need them to be. It also provides peace of mind by showing that we are complying with the FSA principles regarding the selling of insurance and the treating customers fairly initiative.” The nature of the solution provided means that additional elements can be bolted on as required and with the emergence of speech analytics as a growing trend within contact centres, Eurotunnel will be keeping a close watch on what this application may be able to provide for the organisation in the future. For further information on call recording solutions, email [email protected] or call 0800 458 2988 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