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Contact Centre Technology

Over 45 Percent of UK OOH’s use OPEX hosted call recording

4 min read
Author Business Systems UK
Date Jun 1, 2011
Category Hosted Telephony

OPEX Hosting, was acquired by Business Systems in 2006 with the aim of providing an alternative ‘hosted’ delivery method of telephony services. During that time OPEX has grown significantly and now provides call recording solutions to over 45% of the UK’s Out of Hours (OOH) service providers, who supply GP services during weekends and evenings.
According to Andy Mahoney, Healthcare Manager – Call Craft at OPEX Hosting –

In the last year, we have seen a tremendous growth in the number of healthcare organisations who record their calls using hosted technology. The key driver for this has been cost which has been significantly reduced over the years. Furthermore, with contracts now available on a thirty day rolling agreement basis, the service can be quite literally switched on or off, making financial decisions a lot simpler. With recordings now accessed securely via the web and the N3 network, there is no need to purchase any equipment and these solutions are simple to use, requiring very little training.”

Working with a number of ambulance trusts, PCT’s and GP surgeries the company is expected to expand further as many other healthcare organisations, such as care homes are now recording calls for dispute resolution, fact verification, staff monitoring and for achieving best practice.

With organisations like care homes increasingly being run as professional businesses, it is important that family members feel that their loved ones are being cared for in an environment which takes service levels seriously and that homes can actually provide supporting evidence to highlight the measures they are taking to address this.

According to Dr Julius Parker at East Berkshire Primary Care, an existing OPEX Hosting customer, “Call-recording is an essential part of providing telephone consultation and advice. Medico-legally, it is almost unthinkable to provide a large OOH service without recording calls for protection for patients and colleagues.”

For more information about hosted call recording benefits please email [email protected] or call 020 8326 8326