Barclaycard improves call centre monitoring

Barclaycard improves call centre monitoring

The credit card provider will use software to capture customer communications

Barclaycard is implementing a call recording and quality monitoring system in one of its call centres in a bid to improve customer service.

The software is being rolled out in partnership with BT at Barclaycard’s multilingual call centre in Dublin.

Using the system, provided by supplier Verint Systems, the bank will be able to capture voice and screen recordings and listen to what customers and agents are saying.

“In order to achieve highest quality service we have an ongoing improvement programme for our agents and the performance of our contact centres overall,” said Barclaycard Europe chief operating officer Martyn Guerin.

“The new system will ensure we have the proper processes and resources in place to deliver outstanding service to our customers.”

Last month, Barclays announced its operating expenses in 2007 rose to £973m from £913m in the previous year and this included improvements to infrastructure, such as upgrades of client-facing technology and operations platforms.