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FUXIONTECH · INDUSTRY · BPO

IT Support for BPO and Contact Centres

Uptime is your product. A dropped call, a lagging agent desktop or a failed recording is a contractual breach, not an inconvenience, and your client’s audit team will ask for evidence rather than assurances. We support contact centres where the IT is part of what you are selling.

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Contact centre floor with agents at workstations
Uptime as a numberMeasured and reportedAvailability of the voice and desktop path tracked against your contractual commitments, not described in adjectives.
Recording you can trustRedundant and retainedCall recording infrastructure with redundancy and verified retention, because a missing recording is a dispute you cannot win.
Audit evidence on demandProduced, not assembledAccess, change and availability records a client auditor can be given directly.
What goes wrong

Where it usually hurts

  1. 01

    Agent desktops that lag under load

    Machines specced for office work running screen recording, a softphone, three browser tabs and the client’s CRM simultaneously.

  2. 02

    Voice quality that degrades as calls climb

    Voice and data sharing transport without QoS, so the hundredth concurrent call is audibly worse than the tenth.

  3. 03

    Recordings that go missing

    Storage sized for the average day, not the peak, with no redundancy, discovered to have failed when a dispute needs the call.

  4. 04

    A 24/7 operation with a daytime IT team

    Night shift failures waiting until morning, while the client’s SLA clock runs.

  5. 05

    Client audits with no evidence

    Security questionnaires and audit visits answered with documents assembled by hand under time pressure.

  6. 06

    Recruitment costs from attrition

    Agencies whose churn is driven partly by tools that fight the agents using them.

What we do about it

The work that answers each one

  1. 01

    Separate voice from data properly

    VLAN-separated voice transport with QoS end to end, so call quality holds as concurrency climbs.

  2. 02

    Spec desktops under real load

    Agent machines benchmarked running the actual toolstack, not a generic office profile.

  3. 03

    Build recording for the worst day

    Redundant recording infrastructure with retention sized for contractual and regulatory requirements, and playback verified.

  4. 04

    Cover the shifts you actually run

    Support aligned to your operating hours, including night and weekend shifts, rather than a business-hours desk.

  5. 05

    Make audits routine

    Access, change and availability evidence maintained continuously, so a client audit is a retrieval rather than a project.

  6. 06

    Design for agent retention

    Workstations and tooling that reduce the friction driving attrition, which is a significant hidden cost in the sector.

Contact centre infrastructure design, voice quality and audit evidence are the same regardless of where the centre or the client sits. This is one of our most globally applicable engagements.

A real pattern

The missing recording

A 120-seat centre handling collections for an offshore client. A customer disputes a payment arrangement made on a call eight weeks earlier.

  1. The client asks for the recording as contractual evidence.

  2. Retention was configured for sixty days. The call is seventy-two days old.

  3. Recording storage had also been running near capacity for a month.

  4. The dispute is settled in the customer’s favour because the centre cannot produce the call.

What it costs

The technical failure was a retention setting. The business failure was commitments made without checking what the infrastructure could prove. Retention sized to the contract, redundancy, and monitoring that warns before capacity bites are the difference between a defensible position and an expensive one.

What you answer to

Contractual and regulatory exposure

In a contact centre the binding constraints are usually contractual, with regulatory obligations layered on top. We design for both.

Authority or standardWhat it means practically
Client SLAs and audit rightsAvailability, recording integrity and data handling are typically contractual commitments with audit rights attached. We maintain the evidence that demonstrates compliance.
Data Privacy ActCall recordings and customer records contain personal and often sensitive personal information. Consent, retention limits and access control are the practical requirements.
PCI DSS where cards are takenIf agents take card payments, the cardholder data environment has to be scoped and isolated. We keep payment handling contained and off the general agent desktop where the design allows.
Offshore client requirementsForeign clients frequently impose their own security standards, which may be stricter than local requirements. We build to the client’s standard when it is the binding one.
How it runs

From first call to steady state

  1. 01

    Baseline the operation

    Seats, shifts, toolstack, concurrency, client commitments

    Including the SLA terms that translate into technical requirements.
  2. 02

    Measure under real load

    Voice quality and desktop performance at peak

    We test at your actual concurrency rather than a comfortable average.
  3. 03

    Rebuild for the peak

    Voice separation, QoS, desktop specs, recording redundancy

    Phased by shift so the floor never stops taking calls.
  4. 04

    Prove and document

    Availability reporting, audit evidence, runbooks

    Handed over in a form your client’s auditor can be given directly.
What’s included

Scope, spelled out

  1. 01VLAN-separated voice transport with end-to-end QoS
  2. 02Agent desktop specification benchmarked under real load
  3. 03Recording infrastructure with redundancy and verified retention
  4. 04Availability monitoring against contractual targets
  5. 0524/7 or shift-aligned support coverage
  6. 06Audit-ready access and change documentation
  7. 07PCI scoping where card payments are taken
  8. 08Attrition-reducing workstation design
Questions we get asked

Straight answers

Do you support night and weekend shifts?

Yes, and for contact centres it is usually essential rather than optional. Coverage is aligned to your operating pattern, including the hours when a daytime support desk would leave you exposed through the client’s SLA clock.

We are expanding to a second site. Can you support both?

Yes. Multi-site contact centres need the voice design done correctly between locations, and the monitoring to report availability across both rather than per site. We handle that as part of the design.

Can you help us pass a client security audit?

Yes. The practical approach is to maintain the evidence continuously rather than assemble it when an audit is announced. We set up the logging and documentation so a typical questionnaire can be answered from records that already exist.

Our agent attrition is high. Is IT part of that?

Often. Machines that lag, tools that fight the agent, and repeated small failures contribute to the decision to leave. We benchmark desktops under real load specifically because an under-specced agent desktop is a recurring cost in more ways than the hardware price.

Where to go next

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