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Swift Financial run a busy call centre advising clients on personal finances. Swift were looking for a solution which enabled them to monitor, in real-time, the performance of their agents as well as providing comprehensive reporting and easily searchable call recordings.

Customised Real Time
Switchboard

Automatic Pause Resume Call Recording when taking payments

256-bit Encrypted Access to Recordings

Being in the financial sector, Swift were conscious about remaining compliant with their call recording process and requested that PBX Hosting provide a solution which features encrypted, secure and compliant storage for all their call recordings for the required retention period.

 

PBX Hosting implemented a solution which enabled Swift to fully achieve their goals by providing a high-quality IP PBX with an array of easy to use call centre features. The solution featured a realtime switch board which gave supervisors access to individual agent performance as well as an overview of their team. Number of agents logged in, number of calls waiting, longest and average wait times were accessible on a single screen from the supervisor’s switchboard. Agents could also keep an eye on their team’s performance with the inbound wallboard. From the wallboard they are able to see how many calls the team have answered, number of agents currently on the phone, how many customers are waiting and how many call backs are scheduled.

 

PBX Hosting also installed software on agents classed as “payment processors” computers which enabled the automatic pause and resume of call recordings at the time of taking payment. Recordings were then stored in 256-bit encrypted format and only accessible via 2 factor authentication by nominated management personnel within the customers organisation. Recordings are then able to be tagged, listened back to and monitored for quality and quality.

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