Abercrombie & Kent has teamed up with Red Box Recorders to implement an advanced call recording solution at the company’s central contact centre in Cheltenham, Gloucestershire. The solution will primarily be used to support quality management and training processes in order to optimise the performance of its agents working within the facility.
The Quantify recorder will integrate seamlessly with Abercrombie & Kent’s Mitel 3300 IP telephony platform used within the contact centre. The flexible and simple software solution will include Red Box’s Quantify QM, a quality monitoring and evaluation package that enables operators to better perform agent evaluation, assessment, training and coaching to help deliver measurable operational improvements. Meanwhile, live annotation functionality will allow agents to tag calls with information to categorise recordings and facilitate audio analysis.
A pause and resume function will initially be provided to enable agents to achieve compliance for any card transactions, which will be updated with a fully integrated and automated audio suppression system when Abercrombie & Kent introduces a new payment system later this year. This will enable the company to meet the requirements of the Payment Card Industry Data Security Standard (PCI DSS), financial regulatory authorities and any other evidential regulations for unaltered audio.
Nick Coates, Head of Product, Operations & Sales at Abercrombie & Kent commented; “We recognised the value call recording could deliver to our business, so we selected Red Box based on its ability to provide a system that was easy to specify, install and manage. This will enable us to boost performance within the contact centre through enhanced monitoring, evaluation and training, whilst also supporting regulatory compliance and effective dispute resolution.”
Lee Jones, COO of Red Box Recorders said: “We have worked closely with Abercrombie & Kent to develop a recording solution that meets precise business and operational needs now and moving forward. We provide quality support combined with a flexible and future proof software solution to ensure our customers benefit from the highest levels of service.”