Traveler’s insurance protected by AudioSoft phone call recording solution

Heightened customer focus, and the rise of direct sales within the insurance industry have by definition reduced mountains of paperwork. Travel insurance – often being a last minute purchase – demands a high level of verbal accuracy from call center agents for business to proceed smoothly.

This apparent ‘loosening’ of the legal footing on which customers and providers interact has in turn prompted a tightening of the industry’s regulatory framework. The General Insurance Standards Council (to be superceded in terms of statutory powers by the Financial Services Authority in January 2005) encourages best practice in the industry whilst minimizing unacceptable risk to consumers.

Against this background, the management team at Travelers Protection Services of Norwich – www.tpsltd.com decided to explore the need for call recording to provide business risk protection, to assist in dispute resolution and to identify training requirements. In addition, there was also the long term business imperative to integrate information provided by the internal customer records database with any recordings made.

Having investigated the market, AudioSoft was selected as the preferred supplier due to its ability to meet all operational requirements using their proven AudioPC phone recorder and its innovative SmartAPI/ActiveX interface. Use of the application programmable interface allowed software engineers from AudioSoft and Travelers Protection Services to design a highly configurable solution to the need for complete integration with TPS’s BT Symposium Contact Center system and Meridian voice switch. Designed to interface with applications written in either Microsoft Visual Basic® or Visual C++® –SmartAPI/ActiveX can reside either on an AudioSoft recorder, or via the use of DCOM can manage AudioPC transparently over a network.

Up to fifteen fields of information can be integrated into the recorded file so that searches for recorded calls can be made via enterprise relevant data such as customer account number, order number, policy number or account history for example. This is in addition to the standard AudioPC recorders databasing functions such as date, time, duration of call, caller line identity (CLI), and which agent extension handled the call.

Carlos Nodar – TPS Call Center Manager, has seen tangible benefits to the way TPS conducts itself internally: “Not only does the recording system provide a check on exactly what was said between agents and customers in specific instances, it also streamlines the way our agents interact by providing ready material for use in training sessions”.

Call center activity at TPS currently operates at an average of 1000 calls per day via a team of 24 agents, and aside from being a legal requirement, the new Audiosoft system also feeds back benefits into the TPS organization…

Chris Lawrence – Managing Director of the Travelers Protection Service says that the new system is “running smoothly and was saving us money within a month”.

Commenting upon the Travelers Protection Services installation, Chris Twemlow – Sales and Marketing Manager at AudioSoft, said “AudioSoft’s ability to understand the business processes within insurance companies allows us to design and install solutions which exceed industry compliance conditions to the advantage of both our clients and their customers”.

About Ultra Elecronics AudioSoft

Ultra Electronics AudioSoft, one of the leading software systems integration companies for speech and telephony applications in the UK, is at the forefront of the development of digital voice and data recording technology. Markets include Air Traffic Control, Courtroom, Defence, Emergency Services, Law Enforcement and National Security.

AudioSoft’s range of PC based recording, audio analytics and visualise products include AudioPC, Medirva™, AudioPC-CR, AudioPC-IR, AudioPC-LE, AudioPC-HS and SonarPC.

Typical applications include, digital data recorders, conference recorders, interview recorders and surveillance recording.

Satisfied customers include HM Government, The Bank of England, Royal Air Force, Royal Navy, Royal Canadian Navy, Royal Dutch Navy, Local Government, Public Authorities, International Airports and Commercial organisations.

Based in Cirencester, AudioSoft was recently named (for the third year) as one of the Top 10 fastest growing technology companies in the South West and Wales by Deloitte and Touche.