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® 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 recording solutions,
email recording-mgr@businesssystemsuk.com or
call 0800 458 2988. |
