Blake and Associates, a specialist debt recovery management agency, has selected Spescom to supply a voice recording solution to its KwaZulu-Natal call centre.
Spescom DataFusion, the contact centre operation of multinational Spescom, has deployed the proprietary DataVoice Orion Professional UIP. This follows the successful implementation of a full contact centre solution in September last year.
According to Howard Blake, chairman of Blake and Associates, the high standard of service and support was one of the reasons for selecting Spescom after evaluating other options.
"The original recording solution was mainly used for training and assessment. Due to rapid national and international expansion, a leading-edge product was required that enabled us to comply with legal requirements.
"The call centre provides credit management solutions to customers operating in different market sectors and also offers international and local marketing campaigns. Voice recording is crucial not only in terms of legal issues but also in the completion of application forms, training and quality management."
Blake notes that voice recording is also a prerequisite for attracting offshore call centre business and having a reliable solution provides the company with a competitive-edge.
According to Paul Fick, MD of Spescom DataFusion, the Orion Professional delivers world-class service and as such holds many benefits for the financial services industry.
"Companies operating in this highly competitive market sector require not only the highest standard of customer service but must be in a position to assess service levels on an ongoing basis. This forms only one aspect of the complex needs of financial services companies.
"The DataVoice Orion is exceptionally well placed to meet these requirements as it is a scaleable, full featured recording solution that provides flexible retrieval options, improved user productivity, digital voice recording and intelligent storage choices," concludes Fick.
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