“Our agents have found the system really easy to use and feedback from customers has been very positive. Not only are they happier about being able to remain in contact with agents throughout the entire call – they also truly appreciate the additional level of payment security we’ve put in …

“Stop-start recording is not without its challenges because it wasn’t an automated process, we had to monitor all recordings to ensure we never stored calls that accidentally captured any payment data should an agent forget to pause a recording as a customer was speaking their payment card details.”