TEMPE, AZ--(Marketwired - Jun 26, 2013) - OAISYS®, a leading provider of business call recording and contact center management solutions, has helped PFSweb Europe meet its quality monitoring, compliance and brand consistency goals utilizing OAISYS' Tracer call recording solution.
"With a contact center that handles nearly 40,000 calls and emails per month for 18 different corporate brands, PFSweb Europe made quality monitoring, compliance and brand consistency its top priorities," said Brian Spencer, president of OAISYS. "To ensure that its contact center agents delivered on these priorities, PFSweb Europe turned to the OAISYS Tracer call recording solution."
Founded as Priority Fulfillment Services, PFSweb Europe began providing its clients with worldwide distribution, call center and back-office services in 1991. The company issued an IPO in December 1999 and is currently one of the few public companies in this sector. The company's character is expressed in an ever-changing corporate culture in transformational strategies and in new and compelling offerings for customers.
Today, PFSweb Europe has approximately 1,500 employees on three continents and is a leading global one-stop-shop partner for international e-commerce initiatives. Its European contact center has more than 30 agents covering six languages for 18 corporate clients. The center handles more than 19,000 customer calls and 19,000 emails per month.
Challenge: Implement a Call Recording Solution to Help Ensure Quality Monitoring, Compliance and Brand Consistency
PFSweb's European director of client services, Gillian Townley, identified a need to record contact center calls to monitor quality and ensure brand consistency for the company and its corporate clients who rely on PFSweb Europe agents to represent their brands. There were no tools in place to record or monitor calls, so the company was relying on the contact center agents themselves to adhere to processes and branding guidelines. Townley's objective was to improve the quality of customer service, improve brand representation, use historical call recordings for training purposes, and be able to share recordings and reports with their corporate clients.
From a compliance standpoint, PFSweb Europe required a call recording solution that would verify that agents were not storing customers' personal data and that they were following all certification rules. Also important to PFSweb Europe was dispute resolution, allowing them to quickly find and share call recordings to resolve issues.
Townley investigated call recording solutions used by other companies to determine the features and functionality needed for PFSweb's European contact center. She and the contact center manager viewed product demos from four different solution providers. She said, "Quite quickly, we knew that OAISYS Tracer was the right choice for us."
Solution: OAISYS Tracer Meets PFSweb Europe's Goals of Ensuring Quality Monitoring, Compliance and Brand Consistency, Plus Transparency With Corporate Customers
Easy and intuitive for the agents to use, OAISYS Tracer makes accessing and retrieving call recordings simple and efficient. In addition to capturing the call audio, Tracer is enabled to record and view live agent desktop screen activity.
Transparency with its corporate customers is a key objective for PFSweb Europe, one which Tracer helps them achieve with ease. Tracer is set up as a shared contact center, which enables PFSweb Europe's corporate clients to access and listen to call recordings to ensure that their brands are being accurately represented.
Using Tracer, PFSweb Europe records 100 percent of calls and uses Tracer to filter a select percentage of these calls into the work queue folders, which allow contact center managers to score a relevant number of calls per agent per month, depending on the contract. These calls and scorecards are discussed on monthly calls with their corporate clients to help ensure that PFSweb Europe's agents are providing the high level of branded service expected.
Value: PFSWeb Europe Can Easily Monitor and Share Call Recordings to Ensure Quality Service
According to Townley, Tracer empowers PFSweb Europe to provide its corporate clients with a transparent and complete overview of how their brands are being represented in the PFSweb European contact center. Having the recordings and being able to easily monitor and share them also helps the contact center manager quickly identify communication issues, provide feedback on both exemplary and problem calls, and improve training for new and existing agents.
Tracer has also given the executives a better understanding of the pressures the agents face when there is an aggressive or abusive customer on the telephone. Using Tracer's Chat function, the agent can immediately alert a supervisor while still on the call. Having the Chat function has enabled agents to receive help before the issue escalates, without the caller being aware.
As well, being able to listen to their own calls helps agents self-assess their performance and identify areas where they shine and where they need improvement.
According to Townley, "OAISYS Tracer is an affordable, intuitive call recording solution that has made a big impact on the way PFSweb Europe's agents represent their clients and has enabled them to deliver proven results to their corporate clients."
Tracer is supported by a versatile array of OAISYS deployment, user access and pricing options, including on-premises, pure cloud and hybrid cloud, as well as support for mobile access across a wide range of devices.
OAISYS® is a leading developer of call recording and contact center management solutions for a wide range of organizations, from small- to medium-sized businesses to multi-site large enterprises. OAISYS voice compliance and quality monitoring applications help businesses mitigate risk and enhance customer service by digitally capturing phone-based interactions for simple retrieval, playback and management. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England. For more information please visit www.oaisys.com.