Tracer Call Center Recording and Quality Assurance

Call Center Definition

Call centers are a combination of people, process and technology organized to achieve a specific mission through telephone-based communications

Strategic Makeup

The type of call center defines its goals

These goals dictate the critical processes

People are selected to align with critical processes

Technology is used to enable/improve critical processes or drive meaningful efficiency

Two Primary Types of Centers

Profit CenterA profit center directly contributes revenue and profits to the company

Cost CenterA cost center does not contribute revenue, at least not directly, to the company

Need drivers by type of call center

• Drive revenue growth• Develop processes to scale with demand• Maintain or improve operating margins• Verify applicable regulatory compliance

• Control costs• Develop processes to reduce or deflect demand• Maintain a defined level of customer satisfaction

Critical Processes• Compliance• Agent training & development• Best practices identification

• Agent training & development• Escalation / dispute handling• Satisfaction measuring

Value Equation: Profit Center

Reactive

Proactive

Low Impact on Success

Compliance

Call scripting

Best practices identification

Training & Development

Compliance• It’s reactive – only used when

audited

• Low value – used to meet external standard, not business driver

Call Scripting• Somewhat reactive – develop once

and change when necessary

• Modest value – consistency is critical, but a call script process is only the beginning

Best practices identification• Moderately proactive – need to

seek them out

• High value – knowing what drives business results provides control

Training & development•Very proactive – takes consistent work to develop talent

•Highest value – builds consistent use of best practices for maximum results

High Impact on Success

Call Recording in Profit Centers

Address critical processes across spectrum2.At minimum one gains compliance and protection3.Use as reaction to exceptions to identify best practices4.Be active and build more effective development processes

Recording for Compliance

Compliance Requirements

•Revenue protection•Avoidance of penalties and fees•Avoidance of bad press

•Reliability• Efficiency of data retrieval

Value of Compliance

Solution Drivers•Security

•FTC Telemarketing Sales Rule•FTC Telephone Order Merchandise Rule•Various SEC and FINRA regulations

Tracer as Solution

Powerful yet simple search

•Multiple storage options including RAID 1•Complete set of alarms

•Powerful search on any call data• Instant playback• Email recording

Reliability

Efficiency of Data Retrieval

•Permissions-based architecture• Encrypted media streaming•Valid recording authentication

Security

Instant playbackEmail recording

Recording for Best Practices

Best Practice Identification Process

• Increase revenue by sharing good sales technique• Increase revenue by reducing bad practices•Control cost by reducing wasteful practices

•On demand accessibility• Live or historical monitoring

Value of Best Practices Identification

Solution Drivers

•Ability to share examples with team

•Reactively monitor agents who produce exceptionally good or bad results•Reactively monitor teams producing exceptional results

Tracer as Solution

•Network access using browser• Easy to use search and playback

• Live monitor over network•Auto monitor specific employee•Retrieve to playback by employee

On Demand Access

Live or Historical

• Email recording with text notes•Bookmark key moments

Sharing

Email recordingBookmark key momentsAuto monitor by employee

• Establish performance standards and metrics for critical processes•Systematically evaluate performance•Base training, promotions and changes on performance reports

Recording for Development

Personnel Development Process

• Increase revenue through improved performance•Control training costs by focusing on those demonstrating ability•Control personnel costs by reducing non-performers

•Recordings linked to evaluations

Value of Personnel Development

Solution Drivers

•Reporting on evaluations•Graphs for easy analysis

Tracer as Solution

•Customized quality evaluations•Assign evals to teams and supervisors•Self and supervisor evaluations

•Report by agent•Report by team•Comparisons, trends, etc.

Linked Evaluations

Evaluation Reporting

•Bar, line and pie graphs to quickly convey quality data

Easy to Read Graphs

Evaluations linked to recordingsCustomized evaluationsComparisons, trends, agents and teamsGraphs for quick interpretation

Tracer: A Complete Solution

As a solution, Tracer can address all levels of the value equation in a profit centerCompliance and protection through reliable recording, efficient retrieval and authenticity verificationBest practices identification through reactive monitoring of live calls and recordings along with email sharingPersonnel development through consistent processes using custom evaluation forms, reports and graphs

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