Fairpoint (Call Recorder)
Key Facts
| Industry: |
Debt Management |
| Business Need: |
FSA Compliance / Staff Training |
| Xarios Solution: |
Call Recorder, 240 Channel |
About Fairpoint
The Fairpoint journey started back in 1997 when Debt Free Direct
was established by Latham Chartered Accountants. The aim was to
provide the widest possible range of solutions to the growing
number of individuals with debt problems.
In 2008 Debt Free Direct became a brand managed by the Fairpoint
Group PLC and the debt solutions business expanded to offer debt
management plans.
Lead by a skilled management team and after a series of
successful acquisitions in recent years, Fairpoint has grown into
one of the leading financial service providers in the industry.
With brands such as Clear Start, Allixium and Lawrence Charlton as
part of their repertoire, the Fairpoint Group is an exceptional
choice for the financially stressed consumer.
The Challenge
Fairpoint needed a call recording solution to meet the legal
requirement outlined by the Financial Services Authority (FSA)
which calls for financial institutions to record and store
telephone conversations and electronic communications. In addition,
the software would be used for staff training and quality
testing
"Having call recording in place is really important to ensure
that we can prove to regulators that we are adhering to the
necessary guidelines, as well as seeking opportunities to improve
customer service and the products that we provide."
Paul Stritch, Fairpoint
More recently, Fairpoint have joined the debt management
association DENSA and as a result they required an additional
solution to comply with regulations more quickly and
efficiently.
The Xarios Solution
Xarios supplied Fairpoint with a 240 channel Enterprise Call
Recorder with Speech Analytics. This solution provided Fairpoint
with an environment in which they could measure and audit their
compliance obligations to the FSA.
"For me, Speech Analytics is the next level in call recording.
It allows us to drill down into much greater detail by highlighting
the calls that don't contain certain keywords and therefore enables
us to identify problem areas."
Paul Stritch, Fairpoint
The call recorder speeds up the staff training process and is an
integral part of the company's staff performance management.
Additionally, the Speech Analytics component enables them to
automatically search for breaches of compliance, for example, the
absence of statutory statements required during the process of debt
management.
What makes Xarios different?
The Xarios Call Recorder has an extremely close integration with
the Mitel API and with 400 staff, changes to the telephone system
directory are automatically synchronised with the Call Recorder
database which means administration is kept to a minimum. Fairpoint
use a proprietary database called IMS. They wanted to automatically
paste the case reference associated with the caller ID into one of
the fields in the call recorder database so that they could search
for calls using the IMS case reference.
Xarios wrote a site-specific software application that took an
export of the caller IDs and associated IMS case reference and this
application continues to run a scheduled task to automatically
populate the call recorder database overnight. Fairpoint have a 24
by 7 by 365 support contract with Xarios which ensures problems are
resolved as quickly as possible as and when they arise.