Often it is the outsource provider that is the first to be hit with the challenge of meeting new industry requirements . Our investigation into the available solutions for call recordings in the market place was not positive. Pausing call recording was not acceptable to our financial services clients and automated payment IVRs had too much risk in call fallout and did not meet a number of our clients’ high customer satisfaction requirements.
Our extensive experience in call centre management led us to design a solution that met all our customers’ requirements and allowed us to capture the complete customer call experience within our call recordings. The design of Semafone was always driven from a call centre requirements perspective with huge focus on minimising Average Handling Times (AHT).
Megan Neale, General Manager, HGS