MoneyPlus required a system that could provide comprehensive, multi-line call recording throughout the company at its various locations; that offered real-time monitoring as well as extensive reporting and analysis tools.
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The system also had to be able to be used for training purposes and to monitor individual staff members to provide evidence for the company's performance-related incentive scheme.
Andrew McKenzie, IS Manager, MoneyPlus Group, explained:""We wanted good quality inbound and outbound call recording but, ultimately, given the core nature of our telephony use, what we wanted was to be able to better manage our business."
Compliance issues were also at the forefront of the company's requirements. Current FSA guidelines and future government regulation will increasingly require financial service companies to record every aspect of their transactions.
"For a company that does most of its business via the telephone, call recording is - and will increasingly be - a vital necessity, said Andrew.
"In commercial terms, call recording allows the company to record, monitor and analyse its call traffic and to produce detailed, multi-layered reports that in turn enable us to better manage the business from both a strategic and tactical perspective.
"In compliance terms, the Liquid Voice call recording system more than meets the requirements of the FSA and any future legislation, providing the company with a clear and transparent record of the call / transaction that can prevent the need for escalation in the event of a dispute."
"In cost terms, the Liquid Voice solution is a clear winner. The other leading systems we looked at were outrageously expensive and far too complicated. We could not justify the costs and complexity involved when we compared these to our requirements."
For a PDF of the full case study on MoneyPlus Group, please contact us:
- Call: 0845 643 9255
- Email: sales@liquidvoice.co.uk