FCM Travel Solutions Invests in Customer Service

FCm Travel Solutions, a market leading corporate travel management company, has announced that it has significantly improved its customer service following a decision to invest in a new voice recording system.  The company chose Red Box Recorders Quantify Suite to record and store calls from its four Singapore offices in a move designed to ensure contact centre staff provide excellent customer service at all times. In addition the recording system has been able to help ensure the company remains compliant during transactions and to assist in resolving any potential disputes.

FCm Travel Solutions’ portfolio of clients includes a broad selection of national, multi-national, regional and local companies across every industry and specialisation. Customer service is vital to the success of the business as is the quality of its agents and the company had identified voice recording as a key tool in ensuring this. The company is growing fast and the built-in recording function on its telephony system was lacking in functionality and was not future proof.

After conducting a full review of the marketplace, FCm Travel Solutions chose the Red Box Quantify Suite due to its flexibility and scalability, and its ability to help the organisation to remain fully compliant with PCI Data Security Standards (PCI DSS).

Red Box Quantify Suite offers comprehensive functionality that can be added as required such as a quality management aimed at enhancing efficiency amongst agents, and the Quantify PCI Suppression module, which enables the company to adhere to PCI DSS by blocking the recording of customers’ payment details.

This extra functionality and the ability to easily add additional offices and lines to the recording network will help FCm Travel Solutions to expand in the Asia Pacific region, when setting up new offices in the Philippines.

Terence Eng, Technology Leader at FCm Travel Solutions, said: “As we continue to grow as a business, we are always looking for the most innovative technology on the market in order to improve the quality of our operations. The Red Box Quantify Suite is a market-leading product that will help ensure we continue to deliver exceptional levels of service, which is critical for a business of our nature.”

Lee Jones, CEO of Red Box Recorders, said: “Due to our dedication to providing the most advanced range of recording software on the market, we can offer our customers world class solutions that provide real value. We pride ourselves on our smart and scalable technology, which never fails to meet the exact needs of our customers, whatever industry they belong to.”