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Premium Choice InsurancePremium Choice Insurance

Industry: Specialist Motor Insurance
Premium Choice is a specialist motor insurance provider located in Birmingham. The company provides insurance coverage at reasonable premiums to individuals who may have trouble obtaining motor insurance in the general market, such as young drivers, drivers with infractions or drivers of modified or high performance vehicles.

The company offers specialist cover at cost effective premiums, having negotiated a series of excellent terms with a panel of leading UK insurance companies. Each proposal is personally checked by Premium Choice's highly skilled and experienced underwriters to ensure it is the cheapest possible quotation for each customer.

Business Challenge
Premium Choice faced a number of business challenges regarding their telephone communications. First, as a financial services company, the UK’s Financial Services Authority (FSA) mandates all its telephone calls be recorded. Unfortunately, their prior recording solution was not totally in synch with new their communications platform, meaning consistency and reliability of recording were of paramount concern.  
Other challenges included:

  • Part time staff without permanently assigned seats
  • Long call times and
  • Multiple agents dealing with a single call

Solution
After installing Tracer, Premium Choice began to realize immediate benefits. Key among these were:

  • Ease of sharing calls both internally and, as needed, externally
  • Accessibility of calls by supervisors without the need to involve IT staff and
  • The graphical display showing what agents touched the call at each point, providing easy traffic review and extensive call information at a glance.

“Without doubt the OAISYS Tracer call recording solution has solved the business challenges we were facing,” said Rupert Gladstone, Premium Choice’s Head of Information Technology. “This was achieved by ground level integration with the telephone system, obtaining information and understanding where a call has travelled, together with setting groups and permissions allowing management to track calls and implement training with reporting tools. It is an excellent fit.”

About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilisation reporting and synchronised desktop video recording and live monitoring capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.