HEROtsc’s IT infrastructure is based on the best available components from global blue-chip manufacturers such as Cisco, Avaya, Dell & HP.

HEROtsc deploy world class, highly resilient Avaya ACD’s to provide skills based routing to our inbound call centre advisors. Our ACD’s have Avaya’s powerful reporting system called Call Management System (CMS). Each ACD has been specified to a level commonly described as Critical Reliability with dual processors; distributed chassis; etc, and we have further enhanced the reliability of this critical telecommunications equipment with supporting UPS & diesel generator. Please see our highly developed BC & DR Plan for details of how HEROtsc ensure our operation continues to provide essential customer service operations during various disaster or failure scenarios.
 
HEROtsc have integrated a powerful inbound call recording and quality management system to all of our ACD’s, which can be deployed to randomly record a proportion of customer calls. Call monitoring, grading and scoring with team leader feedback and coaching is a standard feature of all HEROtsc’s current operations. HEROtsc have used our call recording facility to identify quality improvements for some of our clients, while identifying training needs of specific agents in areas such as first call resolution and compliance with DPA rules during caller identification and verification.
 
Our entire IT infrastructure sits on a dual core Cisco LAN and our various contact centre sites are connected with Cisco routers over our MPLS WAN.

Data Management & Security
HEROtsc have developed an internal data management and security standard based on the ISO27001 industry best practice and have a programme in place to achieve ISO certification.  This security standard delivers a policy that is sufficiently robust for all of our current clients, including global financial services and telecommunication companies. All members of staff and appropriate contracts are obliged to:

• Ensure compliance with the Data Protection Act
• Minimise reputation risks to the business
• Protect all confidential information from falling into the wrong hands

As part of our Governance model HEROtsc carry out the following:

• The accountable Business Manager is responsible for ensuring that appropriate checks are made to ensure undertakings in this area
• Based on an applied risk assessment, conduct regular sample testing to ensure employees work within the Data Security Model
• Record the results of any review and ensure corrective action is taken where necessary

The Business Manager is accountable for ensuring the application of the Information Security policy to the employees under their responsibility.