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 related as each scheme has a dedicated hotline. With such a large amount of data and calls being handled on a daily basis, an effective solution was imperative for quality measuring purposes and on-going training. Working with Business Systems, ALP implemented the Vocal EvoIP solution, a VoIP platform consistent with their long term IT strategy.
Using an entirely software-based solution, the Vocal EvoIP categorises IP calls by date, start/end time, call duration, channel or IP address; and then stores them on the company’s server. Vocal EvoIP uses the Windows operating system and is fully integrated within a Mitel environment and offers extension side recording so that ALP can selectively record based on their business rules.
The Vocal EvoIP offers multiple search and re-play applications, which means that staff don’t waste time handling unnecessary calls. According to Toby Clarke, Group IT Director, Abbey Protection Group “one of the key benefits of the system is the ease of recalling and playing back calls. The application is a business tool and users can quickly access the required calls without IT intervention.”
ALP now use their call recording solution as a unique selling point when talking to prospective clients. They can talk about the quality management element of their service, as call recording is not an industry requirement; ALP is unique in that respect. Toby Clarke comments, “From a customer service point of view the call recording is now paying dividends.”