3rd Party Remote Call Monitoring Feature

Abercrombie & Kent, tailor made and luxury holiday specialist, has selected Red Box Recorders (News - Alert), the voice and data recording specialist, to implement an advanced call recording solution at the company’s central contact center in Cheltenham, Gloucestershire.

Officials with Red Box Recorders said that the solution will primarily be used to support quality management and training processes in order to optimize the performance of its agents working within the facility.

According to company officials, the Quantify recorder will integrate seamlessly with Abercrombie & Kent’s Mitel (News - Alert) 3300 IP telephony platform used within the contact center.

Company officials said that 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 (News - Alert) calls with information to categorize recordings and facilitate audio analysis.

“We recognized 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,” said Nick Coates, head of product, operations and sales at Abercrombie & Kent, in a statement.

“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,” said Lee Jones, COO of Red Box Recorders.

Earlier in January, Red Box Recorders had launched a Chinese language version of the Quantify Recording Suite to support its growth within the Asia Pacific region. The software application will be available in both simplified and traditional Chinese, using double bite characters, to meet the growing demand for recording solutions from businesses within China and Hong Kong.