Park Retail, the UK’s leading multi-redemption voucher business for the Christmas savings market, has extended its contract with Red Box Recorders to provide voice recording at a second contact centre at its site in Birkenhead, Merseyside. Under the agreement, the company will also upgrade the existing Red Box voice recording solution following the migration to a new telephony platform across both facilities.
Red Box Recorders has been working with Park Retail for the past six years, initially providing a voice recording systems for a 60-seat contact centre handling all aspects of customer contact. This solution will now be extended to cover a corporate contact centre located in an adjacent building and integrate seamlessly with the new Mitel 3300 IP telephony platform.
The recorder will be used to improve efficiency within both call centres as well as achieve PCI Compliance for any card transactions. The flexible and simple to use system will enable Park Retail to enhance its quality management processes to improve staff training, quality assurance and customer satisfaction as well as resolve caller disputes.
Red Box’s PCI Suppression module will automatically block out specific parts of call recordings when taking credit card details and other sensitive information. This will enable Park Retail to comply with the requirement of PCI (Payment Card Industry) Data Security Standard, financial regulatory authorities and any other evidential regulations for unaltered audio.
June Potts, head of Customer Contact at Park Retail commented: “The flexibility of the Red Box solution has meant we are able to adapt our recording solution to meet the business’ changing requirements. Not only has this supported simple migration to the new telephony platform without disruption, but also enabled us to reduce our footprint by consolidating our contact centre voice recording requirements.”
Lee Jones, COO at Red Box Recorders said: “Park Retail chose Red Box based on our ability to deliver an affordable and easily maintainable solution that offered high levels of functionality and was also future proof. The flexibility and simplicity of our systems mean we are able to meet the precise needs of companies such Park Retail and become a valued technology partner.”