Public Works Authority (PWA), the official body that oversees all infrastructure-related projects as well as public amenities in the sovereign Arab state of Qatar, has chosen Red Box Recorders for the provision of an advanced voice recording solution. Under the agreement, Red Box Quantify will be utilised at the organisation’s contact centre located at Al Faisal Towers West in Doha, Qatar to support dispute resolution, agent evaluation and legislative compliance.
PWA teamed up with Red Box Recorders and the company’s Dubai-based reseller Metelco to develop and implement the system. The Quantify recorder will integrate seamlessly with the organisation’s Cisco telephony platform to provide a highly responsive solution across all agents working within the call centre.
The system will provide an effective means of replaying calls to help measure customer service levels and also protect agents. It will now possible to confirm the content and context of individual calls to resolve disputes and complaints simply and efficiently. Furthermore, Public Works Authority will be able to use the Quantify solution to reconstruct events when agents have dealt with difficult or angry customers and for training purposes to contribute to a safe working environment for the team.
Meanwhile, the voice recording solution will become an important part of the organisation’s agent performance process. It will deliver added insight and understanding, so the customer service team can better perform agent evaluation, assessment, training and coaching to help deliver measurable operational improvements. By optimising staff training and coaching, Public Works Authority will be able to keep on top of quality and protect its reputation.
Sameer Ali Baig, Telecommunication Inspector at Public Works Authority commented: “The voice recording will become an essential business and operational tool that underpins the performance of our call centre. We expect to achieve clear benefits in terms of training and dispute resolution by utilising the flexibility, functionality and simplicity of the Red Box system. This will help us meet our commitment to delivering the highest levels of customer service.”
Lee Jones, CEO of Red Box Recorders said: “An increasing number of call centre operators are recognising the need to monitor incoming and outgoing communications to support agent evaluation, enhance customer service and help with dispute resolution. As a result, they are turning to our smart, scalable, forward thinking and future-proof technology to help gain competitive advantage and overcome the challenges they face.”