June 2015

Danny Cresswell


It's common practice nowadays for organisations to record telephone calls between staff and customers. This might be for quality control, for staff monitoring and training, or as part of customer service and complaints review. Indeed, in many industries (particularly financial services) the recording of calls is a regulatory requirement.


However call recording throws up a number of issues, many of which our Finance Director Jonathan Graham talked about in a previous blog post. However in this article Syntec's Head of Sales, Danny Cresswell, concentrates on the specific issue of taking card payments over the phone and the compliance challenges arising when you need to do this during a call that's being recorded.


Read more.


Alex Cooksey, Customer Services Manager 

Technology means that call centre managers these days have more information at their disposal than ever before. So much so that it can be hard to know where to start when it comes to making use of all the functionality that your contact centre management system offers you. In this blog post Alex Cooksey suggest ten simple ways in which real time reporting can help you ensure that your contact centre is working to maximum effectiveness.


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Jonathan Graham
Finance Director

Ofcom, the communications regulator, is making changes to the way consumers are charged for calling service numbers; that's those numbers beginning 08, 09 and 118. Their research has shown that people are confused about how much it costs to call these service numbers, and as a result avoid using them. Ofcom believes that the changes being introduced will make the costs more transparent and easier to understand.

From 1 July 2015 onwards the cost of calling your non-geographic service numbers must be stated in a new way that's compliant with the regulatory requirements outlined by Ofcom and the Advertising Standards Authority and, for 087 and 09 numbers, PhonePayPlus.There's more information about what that means on our website


Read more.


Forthcoming events


We are proud to be sponsoring the Direct Commerce Association's Annual Summit which takes place on June 4 at the Hurlingham Club in London. Syntec Director Simon Beeching will be presenting on today's 'digital consumers' and how cloud/hosted contact centre solutions can help you serve them better. 


There's more information about the DCA's Annual Summit on its website, here.    


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