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Call recording system aids training at Scottish Widows
Scottish Widows has installed a compliance recording system from Witness Systems.
The company has deployed the recording system in its Chatham contact centre with the aim of capturing 100 percent of customer interactions - including the navigation of automatic systems and human interactions with agents.
"The Witness Systems call recording solution is a great tool for Scottish Widows," commented Jan Knights, team manager, Scottish Widows. "We can provide an enhanced and more immediate customer experience over the phone, and it is also excellent for coaching purposes, because we can quickly and easily assess different types of calls handled by a specific employee."
Jan Knights added: "Once training managers have tracked calls against specific targets, they can then play back specific segments of customer interactions to the agents to help them realise where they can improve, and then monitor them as they progress towards their individual goals. As well as training agents in issues such as regulatory compliance, from a broader business perspective, call recording provides proof of conversations, which are essential when we have compliance audits."
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