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Belko Canada - Retail/Services

LEAN, MEAN SOLUTION DOES THE HEAVY LIFTING

Belko Canada was nearly hamstrung. The fitness equipment supplier needed an easy-to-implement, simple-to-use, reliable way to monitor, review and store telephone calls made in its call center.

Belko Canada had already tried a variety of products for voice recording, but to no avail. Tape recorders added extraneous noise to the recordings. The all-in-one solution that it tried was inordinately complex making call retrieval difficult. In an attempt to leap this brick wall, Belko Canada’s IT and Communications Manager, Jordan Lariviere, sought advice from the company’s telecom service provider. Their service provider suggested TelStrat’s Engage Record as the complete yet efficient solution since it completely integrated into Belko Canada’s Nortel Meridian 1 PBX. “Engage Record was the tool that was missing,” Mr. Lariviere said.

Belko Canada uses Engage Record to meet a wide variety of business needs, from monitoring sales calls (real-time and after the fact) to measuring quality and customer service effectiveness. The ability to use actual calls in agent training simplifies that process.

“Having agents say, ‘Here, listen to this call. I want you to use it for training’ is a really nice thing,” Mr. Lariviere said.

Prior to installing Engage Record, the task of monitoring potential abuse of Belko Canada’s long distance network involved reviewing paper telephone bills. The Engage Record search feature has streamlined that. By simply displaying calls according to the value in the Dialed Number Identification Service (DNIS) column, which identifies the number dialed to initiate the call, managers now can identify inordinate amounts of time spent on calls to particular telephone numbers, listen to the calls in question, and identify misuse of the system. Using Engage, Belko Canada’s managers are now armed with proof not previously available with other systems.

TelStrat’s Engage Record helped Belko Canada transform its call center into a reliable and efficient communications operation by resolving its business requirements with a cost-effective solution.

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