Byrom & Keeley (Call Recorder)
Key Facts
| Industry |
Debt Management |
| Business need |
PCI compliance / fact verification |
| Xarios solution |
Call Recorder, 90-channel |
About Byrom & Keeley
Byrom and Keeley Financial Services is one of the UK's most
respected debt solutions providers, offering debt advice and help
to thousands of individuals and families who want to escape from
the burden of unmanageable debt.
Byrom and Keeley pride themselves on strong ethical values,
which are crucial to the success of their business. Their services
aim to provide customers with the help they need to pay back their
debts and to regain control of their finances.
Providing national solutions, they have grown to almost 150
members of staff by offering sound advice and delivering workable,
sensible solutions at a personal level.
The Challenge
With the primary objective of protection for the consumer, the
Financial Services Authority (FSA) has established a legal
requirement that calls should be recorded. In addition to this, the
Payment Card Industry (PCI) insist that merchants take steps to
secure the integrity of card holder data.
In the debt management industry it is essential and legally
required for organisations to meet these regulations, meaning
companies like Byrom and Keeley face a technological dilemma. Using
their own in-house designed database system, Byrom and Keeley
wanted to stop the recording at the point when an agent takes a
credit card payment.
The Xarios Solution
The Xarios Enterprise Call Recorder has been an invaluable
solution for Byrom and Keeley to meet FSA regulatory obligations
and demonstrate PCI compliance with the aim of protecting the
consumer from credit card fraud.
"The ability to automatically pause and resume phone calls with
the Xarios Call Recorder means we are able to take credit card
payments over the phone without capturing the consumer's card
details in the recording. This consequently means we are compliant
with PCI regulations as well as saving crucial time by removing
agent intervention."
Gareth Sharp, Byrom & Keeley
In addition to meeting industry standards, the Xarios Call
Recorder provides Byrom and Keeley with the opportunity to train
and monitor staff to ensure they are fully compliant with internal
policies.
What makes Xarios different?
Xarios offer an automated pause/resume capability via CTI
integration to Byrom and Keeley's CRM database which automates the
task of stopping and restarting the Call Recorder. This, in turn,
prevents agent intervention and saves time by removing the need to
manually pause and restart the recording.
The Xarios Call Recorder ensures that all calls are encrypted
using the AES 256 bit standard whilst maintaining a secure password
policy for user access rights. User profiles can be barred from
saving or emailing calls and Xarios also offer a manual
pause/resume capability via DTMF detection and Button Toolbar
software, all of which, ensures that Byrom and Keeley remain fully
compliant with regulatory standards.
"Xarios have been fantastic in providing us with the level of
support that we've required internally."
Gareth Sharp, Byrom & Keeley