Grintek Telecom has engineered what it believes to be South Africa's largest voice recording installation on a single site for the call centre operations at Discovery Health, a leading health insurance company. Boasting a total of 768 channels, the system, which utilises technology from UK-based Racal, represents an ongoing project that has grown considerably over the last 18 months according to the client's own expansion.
Says Discovery Health's Juanita de Macedo, "Our call centre operations, based in Sandton, accommodate about 600 agents who are required to field thousands of calls per day from members. A reliable and efficient voice recording system is a necessary component of our call centre operations as it enables us to follow up member enquiries, take action where necessary and ultimately improve our lines of communication between our clients and us. We made the decision to go with Grintek due to the company's ability to deliver recording technology capable of handling our call flow. The system can be upgraded and expanded easily as our needs change. In addition, Grintek offers a strong support service, a definite plus in an environment where downtime can affect our credibility."
Grintek originally installed 80-channels but this was upgraded as the client 's needs changed and currently 768 channels are digitally recorded at the extension side. Each agent in the call centre is linked to the recording system which logs data such as the pick-up time, call length, transferal etc. In order to retrieve a recorded call, the call centre supervisors simply implement a search from their workstations. Multiple search criteria are available to download a recorded conversation. Discovery is also in the process of evaluating free seating and agent assessment software packages from Racal that will further enhance the way Discovery conducts business.
Says Johann Venter of Grintek Telecom, "The system has almost unlimited room for growth. The upgrade path is easy and adding to the system is seamless with almost immediate availability. The system at Discovery Health handles approximately 45 000 channel hours of on-line storage at any given time and this can be increased as the client's requirements change."
Grintek Telecom is a leading supplier of end-to-end customer relationship management and call centre solutions. Its Racal voice recording solutions have been installed in a variety of different projects throughout Southern Africa. Its major customers are found in a variety of industries from wholesale finance, public safety to air traffic control and call centres.
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