Transcript Tracer 5
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 Center Cost Center A profit center directly contributes revenue and profits to the company A 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 Proactive Training & Development Best practices identification Best Training practices Call &Scripting development identification Compliance Call scripting Compliance It’s reactivereactive –proactive used • Very Moderately Somewhat proactive –only takes –consistent develop – when need to once work audited to seek and develop change themtalent outwhen necessary • Highest Low value –––used to consistent meet High Modest value value value knowing builds – consistency whatexternal drives is use of standard, not business best business critical, practices but results aforcall provides maximum scriptdriver process control results is only the beginning Reactive Low Impact on Success High Impact on Success Call Recording in Profit Centers Address critical processes across spectrum 1. 2. 3. At minimum one gains compliance and protection Use as reaction to exceptions to identify best practices Be active and build more effective development processes Active Process Passive Process Only Protection Recording for Compliance Compliance Requirements • FTC Telemarketing Sales Rule • FTC Telephone Order Merchandise Rule • Various SEC and FINRA regulations Value of Compliance • Revenue protection • Avoidance of penalties and fees • Avoidance of bad press Solution Drivers • Reliability • Efficiency of data retrieval • Security Tracer as Solution Reliability • Multiple storage options including RAID 1 • Complete set of alarms Efficiency of Data Retrieval • Powerful search on any call data • Instant playback • Email recording Security Powerful yet simple search Instantrecording Email playback • Permissions-based architecture • Encrypted media streaming • Valid recording authentication Recording for Best Practices Best Practice Identification Process • Reactively monitor agents who produce exceptionally good or bad results • Reactively monitor teams producing exceptional results Value of Best Practices Identification • Increase revenue by sharing good sales technique • Increase revenue by reducing bad practices • Control cost by reducing wasteful practices Solution Drivers • On demand accessibility • Live or historical monitoring • Ability to share examples with team Tracer as Solution On Demand Access • Network access using browser • Easy to use search and playback Live or Historical • Live monitor over network • Auto monitor specific employee • Retrieve to playback by employee Sharing • Email recording with text notes • Bookmark key moments Email monitor Bookmark recording keybymoments Auto employee Recording for Development Personnel Development Process • Establish performance standards and metrics for critical processes • Systematically evaluate performance • Base training, promotions and changes on performance reports Value of Personnel Development • Increase revenue through improved performance • Control training costs by focusing on those demonstrating ability • Control personnel costs by reducing non-performers Solution Drivers • Recordings linked to evaluations • Reporting on evaluations • Graphs for easy analysis Tracer as Solution Linked Evaluations • Customized quality evaluations • Assign evals to teams and supervisors • Self and supervisor evaluations Evaluation Reporting • Report by agent • Report by team • Comparisons, trends, etc. Easy to Read Graphs • Bar, line and pie graphs to quickly convey quality data Comparisons, Graphs for quick trends, interpretation agents and teams Evaluations Customized linked evaluations to recordings Tracer: A Complete Solution As a solution, Tracer can address all levels of the value equation in a profit center Compliance and protection through reliable recording, efficient retrieval and authenticity verification Best practices identification through reactive monitoring of live calls and recordings along with email sharing Personnel development through consistent processes using custom evaluation forms, reports and graphs from