Kosovo Energy Corporation (KEK), the sole power corporation in the Republic of Kosova, has selected Red Box Recorders to provide a voice recording solution for a new call centre facility. The solution forms part of the organisations ongoing improvement programme that is designed to enhance customer service and operational performance.
The contract was awarded following a competitive tender process based on the resilience, ease of implementation, efficiency and scalability of Red Box’s recording system. The call centre will be located at an existing office in the Kosovan capital Prishtina that is currently undergoing modernisation.
Red Box will develop and implement the voice recording solution and provide a 40-channel recorder that integrates seamlessly with the Cisco IP telephony platform that will be used at the call centre. The flexible and simple to use system will enable KEK to enhance its quality management processes to improve staff training, quality assurance and customer satisfaction as well as resolve caller disputes.
Lulzim Islami, IS Network Infrastructure Manager at Kosovo Energy Corporation commented: “We have worked closely with Red Box to develop a scalable solution that we can adapt and expand to meet our changing needs. They have worked hard to make the process as simple as possible and even helped to resolve technology issues within the building.”
Lee Jones, COO at Red Box Recorders said: “KEK chose Red Box on our ability to deliver an affordable and easily maintainable mixed telephony system. The flexibility and simplicity of our single server solution mean we can keep costs to a minimum whilst providing the necessary functionality to meet the precise needs of their business now and in the future.”