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Fully Managed Service

Ideal for:

  • Organisations with stretched IT or management resources

  • Organisations without a capital expenditure budget

  • Call Centres without a dedicated quality management resource

What it is:

Managed Service provides call recording and quality monitoring (if required) at your premises with reduced responsibilities, presenting your organisation with a monthly or quarterly bill for services. The options are:

  1. Recorder *fully maintained on your behalf – For large systems recording hundreds of lines a dedicated support person can be provided at your site. For smaller requirements experienced personnel will visit your site when needed.

    (*Maintenance is above and beyond standard maintenance and includes all aspects of your call recording solution such as changing archive media, adding new users, fixing faults, refining the system and finding calls.)
  2. Finding/Listening to calls – these can be found and supplied to you upon request OR you can opt to access them via a PC or the Internet.
  3. Quality Monitoring/Staff Performance Monitoring – options are:

  • have a percentage of calls randomly checked on your behalf each week/month

  • have pre-agreed reports run for you and sent to you or presented to you

How it works:

After analysing your requirements a suitable call recording solution will be selected and implemented at your site. The implementation will be fully project managed and will not disrupt existing services.

Suitable for these recording applications:

  • Dispute Resolution - proving who said what
  • Compliance - where recording is required by law
  • Quality Monitoring - training, measuring and improving staff performance

What you get:

  • A professionally installed system with no capital outlay
  • Monthly or quarterly services bill
  • Optional levels of services
  • Optional desktop software to access and replay calls (This option includes the ability to search for calls by varied criteria including; date, time, duration, agent name, or client name).
  • Calls can be presented to you on a CD or emailed to you as .WAVs
  • Secure high quality digital recordings

To find out more about our Fully Managed Services, email or call 0800 458 2988.