The Global Association for Contact Center Best Practices & Networking

Frendoc has achieved significant productivity gains by replacing their media based call recorder with a Vocal Compact-Pro secure recording server. Operating "out-of-hours" they chose Business Systems for the replacement system and 24/7 support.

Frendoc is a "GP Cooperative" which came into being to provide patient-care outside of normal working hours in and around the Bristol area. In conjunction with Primary Care Trusts each GP surgery in the Frendoc group has responsibility for ensuring that patients can have access to GP’s 24 hours a day.

The need to modernize the recording system at Frendoc was becoming apparent. With 5 staff handling calls the weekly workload of recordings was mounting to the degree that archiving them to DVD discs on the old recorder was less than satisfactory. In addition, call retrieval and replay was a time-consuming process, meaning that key staff were often diverted from core activities.

Business Systems was chosen as the new supplier based on their product design and 24/7 support capability. Rus Clarke, IT Manager at Frendoc explains, "Our core hours are typically between 4.30pm until 8.30am the following morning on weekdays and all day Saturday and Sunday at the weekend – we need to work with a company that can handle this requirement as part of their everyday activity".

Call recording at Frendoc is a mission critical requirement; the new Vocal Compact-Pro is used for dispute resolution if there is an incident and as a training tool ensuring correct quality measures for internal staff. Rus Clarke again commented, "When looking for a new system I wanted technology that was easy to integrate and easy to use. It needed to have an intuitive friendly interface ensuring calls could be found quickly and efficiently. We have non-technical staff and I wanted them to be able to operate the recording application in my absence - the Vocal Compact-Pro ticked all the boxes."

With its multi-parameter indexing and search capability the Vocal Compact-Pro can locate recordings in various ways, such as:- CLI, outgoing numbers, date, time and extension. The system works as a secure server which means staff can retrieve and listen to calls at their PC desktops and create transcripts if necessary, offering a level of flexibility never achieved before. Everything is in one place and accessible online so that finding a call is straightforward. The IT team no longer have the hassle of trying to retrieve calls from a disc library.

Rus Clarke concluded:- "The team at Business Systems were informative and very quickly understood my needs, as a consequence our staff can deliver a higher quality and more consistent service, secure in the fact they have the 24/7 support to back them up".

About Frendoc:
Frendoc provides the out of hours GP service to South Gloucestershire and a part of North Bristol. Our service is delivered from the Out Patients Dept at Frenchay hospital where patients can be treated as they would be in their own GP surgery.At Frendoc we still operate on a not for profit basis. By having local GP members and not shareholders we can reinvest any surplus made back into the service.

About Business Systems UK Ltd:
Business Systems is the U.K.’s largest independent provider of market leading call, screen and VoIP recording solutions. The company offers unbiased advice on the ‘best fit’ solution from industry leading manufacturers accompanied by fully project managed implementation, consultancy and maintenance services. Professional services include assistance in implementing quality monitoring and advanced analytics programmes or enhancing existing ones whilst setting up measurable objectives to ensure a speedy return on investment.