Pet insurance firm overhauls voice system

PetPartners will use technology to meet FSA regulations

Pet insurance company PetPartners has signed a contract for a voice recording system to improve quality control of its call centres and meet compliance requirements.

Under the £25,000 three-year deal with telephony services company GemaTech, PetPartners has installed GemaTech SVRLITE which records 1,000 calls per day.

The technology will allow it to comply with Financial Services Authority (FSA) regulations as well as monitor the quality of service that its operatives provide.

PetPartners has moved recently moved to larger offices and installed a voice over IP telephony infrastructure on which GemaTech SVRLITE runs.

Debra Green, general manager of PetPartners, said: ‘As we were and still are expanding rapidly, it was very important to us to have a telecommunications system that would allow us to keep a firm hand on our quality control as well as provide us with a comprehensive training tool for operatives without affecting our call handling response.’

Quality of service gives competitive advantage in a crowded pet insurance market and the technology allows staff to save recorded calls to their PCs, so they can undergo training through replaying calls away from their work environment.

Easy call retrieval is guaranteed by indexing both inbound and outbound calls in a variety of ways including by date, time of day, inbound/outbound number dialed and staff member receiving or making the call.

Speedy identification of calls also allows staff to quickly check call details or resolve any data problems.

Green said: ‘We were incredibly impressed with GemaTech’s ability to take on board and address the company’s requirements and explain everything to us very clearly and in laymen’s terms.’

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