Case Study: CCS Media achieves boosted sales and optimized account management with Enghouse Interactive Call Recording

How Call Recording Helped CCS Media Turn the Spotlight on Quality

CCS Media, a leading UK IT and office supplies reseller serving over 4,000 customers from 16 sites, needed a way to sustain rapid growth by strengthening sales performance and onboarding new staff. The company required a call recording and quality management solution to monitor 200 account managers across all sites and provide central reporting and review. CCS Media selected Enghouse Interactive Call Recording (part of the Enghouse Interactive Quality Management Suite) to meet these goals.

Enghouse Interactive implemented a flexible recording solution that captures calls locally and consolidates them centrally, with full deployment in under a month and minimal impact on the MPLS network. The system enabled real-time and offline call review, supported managers in reviewing at least six calls per salesperson monthly, and drove measurable performance improvements—helping account managers increase sales effectiveness and profitability. CCS Media also invested about £240,000 in complementary training to maximise outcomes, and Enghouse Interactive’s solution delivered the central reporting, scalability and efficiency the business required.

CCS Media

Tony Cooke

Technical Services Sales Director