CALL RECORDING eBOOK

COMPLIANCERecording

QUALITYMonitoring

VS.Recording Monitoring

…in the Contact Center

Executive Summary

Today’s contact center is a complex organization with a number of moving parts, all designed to help customers and sell prospects. As such, contact centers need various tools to help them facilitate day to day operations and to continue to move the needle toward being a “profit center” and away from being a “cost center”.

In addition to Workforce Management and Customer Relationship Management software, there is a real need for compliance recording and quality monitoring software –sometimes one or the other and sometimes both. Respectively, these tools help the contact center maintain regulatory compliance and mitigate costly disputes; and also improve agent performance and deliver quality customer service.

Ideally, Contact Centers Should Have Both Compliance

Ideally, a contact center has employed both Compliance Recording and Quality Monitoring.

This brings the most Ideally, Contact Centers Should Have Both Compliance

Recording and Quality Monitoring

Together, these tools fully empower the contact center to

be a real asset to the organization, and at the same time,

protect it from undue scrutiny and liability.

This brings the most value to the organization in terms of serving customers, mitigating risk and optimizing performance.”

Quality

Compliance

Compliance Recording

(total recording)

Quality Monitoring

(selective recording)

100% capture of all calls (audio of agent

and customer)

Recording of only a sampling of calls

(audio of agent and customer)

100% capture of all agent screen activity

(optional)

Recording of only a sampling of agent

screen activity – to coincide with the

selective audio capture

Recordings archived for months or years Recordings typically not retained long

(perhaps a month or two at most)(perhaps a month or two at most)

Calls are securely stored and sometimes

encrypted to ensure their integrity and to

restrict access

Sampling of recordings determined

according to pre-set variables (only 3

calls per agent per week, e.g.)

Recordings used to settle disputes, verify

order approval from customers, and verify

PCI/HIPAA Compliance, e.g.

Recordings used to assess agent

performance, identify workflow issues

and monitor customer satisfaction

Compliance Recording

(total recording)

Companies across many industries (primarily healthcare, financial, insurance, utilities and government, retail) choose to record ALL OF THE CALLS their employees/agents are having with customers and prospects. These audio recordings are then stored securely and kept for a pre-determined period of time in order to:

• Protect the company from he-said/she-said disputes

• Verify order authorization given by a customer, in case a question arises as to whether the customer gave such authorization.

• Verify industry or regulatory compliance, for such mandates as PCI-DSS (credit card number privacy), HIPAA (health information privacy), Telemarketing Sales Rule (solicitation protection) and privacy), Telemarketing Sales Rule (solicitation protection) and others.

Having the ability to access a specific recording from a particular conversation can be a lifesaver for the company in terms of proving its innocence. Without such a record, businesses can suffer lofty penalties, fines and loss of privileges (loss of credit card merchant capabilities, for instance) and so on.

Some companies choose to record just the audio of every customer conversation, while others elect to capture both the audio and the agent’s screen activity for more visibility into the actual interaction..

Quality Monitoring

(selective recording)

Contact centers are only as effective as the service they provide to customers and prospects. As such, most contact centers elect to employ quality monitoring software which automatically records a SAMPLING OF CALLS per agent so those interactions can be evaluated for quality purposes.

This so-called “selective recording” can be triggered in a number of ways, all pre-determined by the organization. Three calls per week per agent can be automatically captured, for example, or administrators might elect to capture five calls per month, one from each part of the day, for instance. The idea is to only capture a sampling of calls and later evaluate them for quality assurance.

These captured calls can also serve a number of other purposes for the contact center, such as:

Learn how to select the right call recording and Quality Monitoring Solution!http://info.orecx.com/selecting-recording-solution-ebook

• Assessing how well agents are interacting with customers• Identifying agent skill gaps and areas for additional training• Understanding how effectively your processes and technologies

support customers • Identifying areas to improve operational performance and

customer interaction workflow• Generating customizable performance reports to enhance

decision making

• Improving business processes

• Identifying root causes of issues so immediate action can be taken to remedy the problem.

Source: Frost & Sullivan

Dispute Resolution and

Order Verification

Recording 100% of audio and screen activity (of the call center agent) and retaining those recordings in an integrated fashion (meaning voice and screen stored and played back as one record) can provide much needed protection and peace of mind if a dispute incident were to occur.

NOTE: With some systems you can capture TDM calls, IP calls and even mobile phone calls all on the same system.

Suppose you sell $500 widgets, or you are a financial trader, and during a customer/client call verbal confirmation was given to charge a credit card for

With compliance recording systems, interactions can typically

Customer: “I never authorized that payment!”

Agent: “Yes you did.”

COMPLIANCERecording

QUALITYMonitoring+

customer/client call verbal confirmation was given to charge a credit card for a new widget or a stock purchase buy. Then, what if a few days later the person calls back and says “I never authorized such a purchase”. If your organization had the practice of recording every customer interaction, you could very easily find and access that recording and use it to prove that such authorization was in fact given. This could easily resolve an otherwise costly dispute with a customer.

The best practice here is to also evaluate select calls per agent to ensure they are following the correct protocols when taking orders. If they are not accurately confirming purchase authorization, for example, wouldn’t it be nice to know right away so you can fix it?

With compliance recording systems, interactions can typically be sourced and accessed based on a number of criteria, including:

• Agent ID• Customer ID• Customer phone number• Day, time of day• Credit card number• Recording duration• And more.

Regulatory and Industry

Compliance

When your organization is notified by the government or other regulatory body that a compliance infraction may have occurred, they often times want to see proof of innocence. With such proof (the full audio/screen recording), it is easy to disprove the claim. Without such evidence (no recording), the company has a big liability on its hands, whether the infraction occurred or not. If you can’t prove what happened, your organization may still be liable.

For added compliance protection, many recording systems allow you to

COMPLIANCERecording

QUALITYMonitoring+

For added compliance protection, many recording systems allow you to set company defined user rights as to who in the organization can access certain recordings (e.g. if a credit card number was given, certain agents might not be authorized to listen to the call afterwards).

The best practice here is to also evaluate a sampling of calls per agent to ensure they are following the correct protocol with regard to relevant industry/government regulations. If one of your agents is consistently giving out private health information to unauthorized individuals, wouldn’t you like to know about it, so you can correct it right away?

Fair Lending Act

Agent Performance and

Customer Satisfaction

QUALITYMonitoring

Contact center agents are assessed by evaluators and supervisors to ensure they are providing the highest levels of customer service. The way it works with quality monitoring software is that every captured interaction can have an evaluation form associated with it – in other words, it stays tagged to the recording. Evaluators use the evaluation form to assess the agent’s performance on the given interaction according to both soft skills (was the agent polite, e.g.) and hard sills (did he/she mention the call was being recorded, e.g.).

Typically these evaluation forms are then used to review the given call with the agent (against quality standards) to hone in on which areas they need to improve upon. The system also generates key performance indicators to track performance, such as:• First call resolution (FCR)• Average handle time (AHT)

Only 31% of organizations closely monitor the quality of interactions with target customers.”

(Source: Forrester Research)

• Average handle time (AHT)• Customer satisfaction level

The image to the left is a sample of an evaluation form used to assess an agent’s performance on a specific interaction.

Agent Training

Quality evaluators use evaluation forms along with the call/ screen recording of an agent’s interactions to identify areas for improvement. Sitting alongside the agent, the evaluator typically has a copy of the evaluation form and pulls up the given interaction on the agent’s desktop so they can review the call together while going over the evaluation form.

It is important for the quality monitoring process for

both the audio and agent-screen portion of the

interaction to be captured and stored together as one

QUALITYMonitoring

interaction to be captured and stored together as one file. This enables the evaluator and agent to review the entire interaction as it happened.

A quality monitoring system not only stores interactions that were evaluated or are about to be, they can also archive a number of best-practice calls which evaluators and supervisors can pull up and review with new or under-performing agents. These calls become a great tool for demonstrating proper workflow, etiquette, compliance, and so on.

Learn how to select the right call recording and Quality Monitoring Solution!http://info.orecx.com/selecting-recording-solution-ebook

Monitor Customer

Interaction Workflow

Capturing both the audio and agent-screen portions of the interaction enables the contact center to identify areas where workflow was either stalled, interrupted or halted altogether.

Imagine a customer interaction in which the caller has a question about how to troubleshoot their new product. Suppose the agent spends four minutes navigating his “help” manual on-screen to try to find the answer to the customer’s issue. The recording of this

QUALITYMonitoring

interaction would show evaluators and supervisors that the online manual is difficult to navigate. The contact center could then take immediate action to improve the online help manual to ensure a much faster interaction resolution time moving forward.

Another example might be a breakdown in protocol of how the customer was transferred throughout the contact center until he/she reached the right person. A call recording system will automatically capture the telephony data from the PBX switch and associate it with the call so evaluators can identify such issues.

Summary

Compliance Recording:

100% capture of audio and agent screen in order to settle disputes, verify order approval from the customer, ensure

PCI/HIPAA Compliance, e.g., and so on.

Typically interactions are stored securely for an extended period of time.

Quality Monitoring:

A representative sampling of calls are captured (voice and screen) for a given agent to assess their performance, identify process A representative sampling of calls are captured (voice and screen) for a given agent to assess their performance, identify process breakdowns, train agents on best practices and more.

Compliance Recording + Quality Monitoring:

By far, the most comprehensive way to ensure the contact center is operating at its highest level across the board is with a combined solution of both compliance recording and quality monitoring software. This arms the contact center with all the tools it needs to ensure compliance, mitigate risk, improve agent performance and ensure the very best customer service possible.

Try OrecX Call Recording and

Quality Monitoring Software

for Free for 30 Daysfor Free for 30 Dayshttp://www.orecx.com/products-demo.php