Secure call recording solution supports FCA compliance for Yorkshire legal firm

Overview

After Accident Care Team (AACT) is a Yorkshire-headquartered accident management specialist, dedicated to ‘holding the hands’ of people who require support with claims following road traffic incidents, personal injuries, employment issues, medical negligence and more.

Operating in this highly-regulated industry means that compliance is paramount. But for this family-run firm, the quality of the customer experience is equally as important.

When the growing business sought a secure call recording solution, they turned to the cloud telecoms specialists at Vapour.

The challenge

Under close scrutiny by the Financial Conduct Authority (FCA), AACT was seeking a secure and reliable call recording solution that met the remits of evolving industry regulation.

With strict obligations to monitor and store telephone and electric communications securely – on devices both provided and permitted by the firm – they needed a service that was flexible and scalable to suit the field-based nature of its team too.

At a Glance

• Accident management specialist, operating in a highly-regulated industry
• Sought a secure call recording solution to guarantee FCA and MiFID II compliance
• Needed flexible and scalable technology to suit field-based teams
• Extended three-year contract to further advance comms infrastructure
• Call recording solution underpinned by Azure Microsoft technology
• Protects brand integrity and augments the customer experience with increased trust

Solution

Following a car accident in 2018, Vapour’s senior sales support James Wood found himself in dialogue with AACT’s claims manager, Jamie Pigott, regarding the business’ emerging needs. And as the relationship grew, it was the ability to maintain a direct point of contact, as well as fast-paced and reactive support, that put Vapour a cut above the rest.

Extending their three-year contract in 2022, with a desire to advance its telephony solution even further, AACT recently made the switch to Avaya Cloud Office.

While the transition wasn’t without its challenges, our commitment to making the complex simple – stripping back the jargon and speaking in layman’s terms – quickly resolved any concerns and provided much-needed peace of mind for the team.

The results

As well as enabling no-fuss compliance with industry-wide FCA regulations – prioritising GDPR and making infrastructure more robust and secure than ever – Vapour has made day-to-day operations more streamlined for AACT.

With an easy-to-use hardware system, automated call diversions, advanced disaster recovery for business continuity, and more, the cloud-based solution is a far sight from the cumbersome manual activity that went underway at the firm previously. As a result, the accident management specialist is able to keep the customer experience front-and-centre of its focus. 

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“My first impressions of Vapour, after meeting James in person, informed my decision to entrust AACT’s needs in the specialist. Immediately, I knew this was a company that cared about customer service levels. I was told that if I needed anything, at any time, Vapour would be there to help – and they meant it! This ethos mirrors the approach we adopt in our own business, so I was sold. “Our requirements were initially fairly complex, given the make-up of our field-based team. But we worked closely with Vapour so that they could understand our individual requirements, and 12 months on, that initial commitment to us now speaks volumes. “The engineer who deployed the call recording solution is an amazing asset to the team – and not the first example of Vapour being as much about great people as great tech. He and his colleagues remain extremely responsive if we need their assistance, which means we can maintain consistency in terms of what’s important to us – a great service level for our own customers.”
Jamie Pigott , Claims manager

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