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 Hillarys Blinds and Betfred to name just a couple. In a nutshell – it’s simple, scalable and extremely easy to use call recording software. Working in close partnership with Red Box Recorders since 2009, Business Systems comprehensively supports the latest Red Box Quantify software ensuring customers are kept up to date with its most current features acutely aligned with telephony upgrades.
Over the years, we have successfully managed to help a significant number of our customers upgrade from their legacy call recording systems including Mirra and Wordnets to the natural successor of a Red Box Recorder. Furthermore we have identified Red box as the right fit for numerous customers after examining the various solutions in our product portfolio. Business Systems provide independent unbiased designs of recording solutions and have the capability to design, install and maintain the solutions we promote.
RED BOX QUANTIFY IN ACTION – HILLARYS’ CASE STUDY
Established in 1971, Hillarys is the UK’s number one supplier of blinds, shutters and curtains. As a well-known household name, Hillarys handles over 1.2 million inbound customer contacts a year. Providing the highest levels of customer service is an integral part of their company’s ethos. As part of a continuous programme of improvement, during a recent telephony upgrade Hillarys took the opportunity to review their existing call recording infrastructure. After reviewing a number of different solutions available on the market today, Red Box Recorders Quantify product was chosen as the best fit solution for their organisation. Although there are a number of suppliers for the Red box product, Business Systems experience of recording solutions that spans over two decades, our in-house engineering team and proven excellence in customer service, helped Hillarys, to decide we would be their vendor of choice.
Prior to implementation, Hillarys had a somewhat time consuming process for evaluating calls, involving a team leader or evaluator physically selecting calls from a DVD to playback. With the addition of the optional quality monitoring licences to the Red Box Quantify solution, a more consistent platform for coaching and mentoring staff was formulated.
As a company also taking credit card details over the phone, support for PCI DSS Compliance was a ‘must have’ feature. With the automated pause and resume feature in the Red Box system, as soon as the payment card application screen pops up on the desktop, suppression of the audio on the call is automatically triggered ensuring PCI DSS compliance.
Hillarys investment in their call recording and quality monitoring Red Box system has demonstrated their ongoing commitment to always providing the best possible customer experience.
Paul Mellors, ICT Service Delivery Leader at Hillarys – “The Red Box product felt like a good fit for us, it was simple to implement, easy to work with and has an intuitive interface…”
For more information on how Business Systems can support Red Box, get in touch though our contact us form for or give us a call at 0800 458 2988