About the Company

As one of Shropshire’s biggest and longest established Motor Dealerships Budgen prides itself on giving excellent service to all its customers. Budgen has been in Shropshire for 40 years and it is still family run today.

Originally started by Tommy Budgen in the 70s, Budgen was taken over by the late Robin Wimbush in the 80s and is now owned by Robin’s friend Kim, and his wife Susan, who have lived and worked in Shropshire for over 30 years.

Budgen Motors now has Citroen, DS, Dacia and Renault Dealerships in Telford and Shrewsbury, Peugeot, MG, and Subaru in Shrewsbury, a large Used Car Centre offering all makes and models in Shrewsbury and a Full MG Facility in Telford.

The Challenge

In line with FCA (Financial Conduct Authority) regulations, Budgen is required to record telephone calls where a car finance transaction is required.
In addition, Budgen takes payments over the telephone by debit or credit card for its services and therefore must comply with the requirements of the payment card regulators (PCI DSS) to not store any sensitive payment card information.
A seemingly substantial challenge for any call recording company met by Vidicode UK and the flexible and cost-effective Apresa Call Recording Solution.

The Solution

The Apresa meets the requirement of the FCA to store calls for up to seven years and to be easily traceable. Budgens required storage on site which Vidicode UK provided. The Apresa also offers an audit trail and limits access to recordings only to supervisors as chosen by the management. The Apresa’s user interface, accessible via any networked web browser enables search for calls from any of our sites by multiple criteria. We can add notes to each call and colour mark calls in accordance with their relevance or topic (i.e. training, dispute, sale etc.)
For payments made over the phone, the Apresa recording solution is easy to configure, muting calls when agents reach our whilst on a call “Payment Page” meaning that no card details are captured. There is also the option to use short-codes to manually mute and unmute the calls.

Key Benefits of the Vidicode UK Apresa recording solution

1. PCI DSS Compliance for payment cards
2. FCA Compliance with audit trails & 7 years storage
3. Easy recording user interface
4. Simplifies training and staff appraisals
5. Improves customer service and client experience
6. Cost-effective and flexible