How Call Recording Can Ensure Consistent Quality
August 25, 2015
By Susan J. Campbell
TMCnet Contributing Editor
Communication is one of the key elements companies rely on to stay alive. They need to communicate with the market, potential and current customers, colleagues and others to ensure ongoing success. When communication is not seamless or causes problems, the lifeblood of a business is put at risk.
For that reason, companies tend to be picky about the type of communications platform they put in place to ensure key individuals can stay connected. For a ground transportation company in New York, New Jersey and Connecticut, customers must be able to quickly and efficiently interact to check on the availability of service, make and adjust reservations and coordinate driver schedules.
One of the benefits of call accounting is that it gives companies great insight into their current communications platform so as to make informed decisions when making a switch. First Corporate Sedans (FCS) seeks to ensure the excellent provision of services and to do so, needed a more advanced and affordable internal communications platform. The company opted to implement Microsoft (News - Alert) Lync 2013 (now Skype for Business) as they would gain the ability to virtualize on the FCS Hyper-V environment.
FCS uses call recording within the Hyper-V cluster to document all customer orders in case of a dispute; record all dispatchers to ensure consistent quality of service; and the monitor all agents in real-time to ensure consistent quality of service. The previous call recording system put in place was not compatible with Lync. While initially partnering with a third party to record its calls, a month of trying to integrate proved fruitless. FCS then approached ISI (News - Alert) Telemanagement Solutions, a call accounting and recording solutions provider.
To solve the integration problem, ISI recommended the Verba Recording System. A Lync certified application, ISI was confident it offered the right capabilities to meet the needs of FCS. An already gun-shy FCS wanted ISI to perform a Proof of Concept to ensure compatibility. The Verba Recording System was installed in a matter of days and a detailed test plan mapped out all possible scenarios, including the most complex. The system handled the test run flawlessly and FCS, in just one week, chose to put the system into full production.
“I am pleased to say ISI has provided a very stable and reliable system, is exceeding our 99.999 percent uptime requirement and when we do have a question or requirement, ISI support is very responsive.” Tom S., Chief Technology Officer for FCS in a case study.
FCS can now use the recording system as needed and often uses it to settle disputes. This enables the company to quickly identify the cause of a problem and resolve it. One example was a high profile customer who requested pick up at the wrong airport. In this particular case, we hope the customer remembers to request the correct airport when calling FCS in the future.
Edited by Stefania Viscusi