Secure Call Recording for a Travel Broker
How TravelUp protects customer data and enhances service quality with Vidicode UK’s enterprise Apresa call recording solution
Secure About TravelUp
Since its inception in 2004, TravelUp has aimed to make worldwide travel effortless for its customers. With so many options for customers, its bespoke deal finder technology searches through a vast number of different suppliers simultaneously. It quickly returns all the best available deals for flights, hotels, or full package holidays. Enjoying consistently excellent customer reviews on Feefo and Trusted Service Awards, TravelUp is also an IATA Accredited Agency.
The Challenge
When Datasharp of Truro, a supplier of crafted IT, telecoms and technology solutions for over forty years, was asked by TravelUp to find a reliable and secure call recording platform that met GDPR standards for data protection, they turned to Vidicode UK.
Datasharp has worked closely with Vidicode UK's MD Everton Stuart for almost 15 years, finding his ability to understand and tailor solutions to individual clients' requirements closely aligned with their mission of "going the extra mile" and exceeding customers' expectations.
Being on hand to help customers book and amend their travel arrangements is vital. With a call centre team of over 150 across four countries, it is paramount that all calls are recorded and stored securely in an environment that adheres to data protection legislation and GDPR.
🔒 Data Protection Priority
Secure storage environment adhering to GDPR legislation for customer protection
🌍 Multi-Country Operations
Recording solution needed for 150+ team members across four countries
📞 High Call Volume
Reliable platform to handle bookings and amendments efficiently
"Our customers expect a high level of service. Personal data is inevitably shared during the call, allowing our team members to make bookings and amendments. Although the idea of the call data being recorded and stored securely may not be at the forefront of our customer's minds when booking their travel arrangements, it is a top priority for us, and Vidicode UK gives us peace of mind our customer data is protected."
"I wanted to take a moment to thank you for your help resolving the issue with our business. You were able to quickly identify the problem and put the right solution in place. I'm confident this issue won't affect us again. Your dedication and hard work are really appreciated. Thank you for your help and support – it makes all the difference!"
The Solution
The Vidicode Apresa call recording system enables TravelUp users to identify calls quickly and efficiently using various search criteria options, including adding notes and coloured markers to important calls.
This also continually enables TravelUp to evolve its training programme and provides security through high levels of user access, encryption, and fingerprinting of saved calls.
Key Benefits of the Vidicode UK Apresa Recording Solution
Six transformative advantages that enhanced TravelUp's operations and security
Easy-to-Use Search and Replay Interface
Intuitive platform allowing quick identification and playback of calls using various search criteria, saving time and improving efficiency.
High Levels of Security and Encryption
Meeting data protection legislation requirements with robust encryption and secure storage for complete peace of mind.
Cost-Effective, Flexible and Future-Proofed
Scalable solution that grows with your business whilst maintaining excellent value for money.
Easy Progression When Upgrading
Seamless integration with telephone system upgrades, ensuring minimal disruption to operations.
Annotation and Colour Marking
Add notes and coloured markers to important calls for quick reference and enhanced organisation.
PCI DSS Compliant Pause Recording
Pause recording functionality for secure over-the-phone credit and debit card payments.
✍️ Editor's Note
It was truly rewarding to collaborate with and comprehend TravelUp's distinct call recording requirements for the security of recorded calls. Businesses in the holiday travel sector experience a myriad of advantages from call recording and swiftly witness a substantial return on investment.
Our tailored solutions for GDPR compliance and security for companies in this sector can be augmented with state-of-the-art speech analytics through our VoiceCrunch AI feature, which identifies emotions, words, and phrases in conversations. Further options include call statistics and wallboards, agent evaluation and call scoring, and screen recording, which captures all aspects of customer and agent interaction.
Ready to Transform Your Call Recording?
Join TravelUp and hundreds of other businesses who trust Vidicode UK for secure, compliant call recording solutions.