Case Study: Premium Choice achieves FSA compliance and reliable call recording with Mitel MiVoice Call Recording & MiContact Center Quality Management

Premium Choice - Customer Case Study

Premium Choice Ltd., a Birmingham-based specialist motor insurance broker, faced growing compliance and operational issues when its call-recording system proved unreliable. With the Financial Services Authority requiring all customer calls be recorded, inconsistent recordings plus multiple agents handling single calls, part-time staff without permanent seats, and long call times created both regulatory risk and poor customer experience.

Premium Choice implemented Mitel MiVoice Call Recording and MiContact Center Quality Management to integrate recording with its telephone system, record calls as single items with segmented durations, and track which agents touched each call. The solution provided reliable, easily shareable recordings, supervisor access and graphical reporting, improved tracking and reporting, and uncovered opportunities to boost agent efficiency while restoring FSA compliance.

Premium Choice

Rupert Gladstone

Head of IT