Transcript Strategic Value for Call Centers

The Right Choice for Call Recording
Strategic Value for Call Centers
Tracer Call Center Recording and Quality
Assurance
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The Right Choice for Call Recording
Call Center Definition
Call centers are a
combination of people,
process and
technology organized to
achieve a specific mission
through telephone-based
communications
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The Right Choice for Call Recording
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
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The Right Choice for Call Recording
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
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Value Equation: Profit Center
Proactive
Training &
Development
Best Practices
Identification
Call Scripting
Compliance
Best
Call
Compliance
Practices
Training
&Scripting
Development
Identification
•
Somewhat reactive – develop once
reactive –– takes
only used
when work
• VeryIt’sproactive
consistent
•
and
Moderately
change when
proactive
necessary
– need to seek
audited
to develop talent
them
outvalue – consistency is
••
Modest
Low value
value
used to
meet external
Highest
–– builds
consistent
use of
•
critical,
High
value
but
–a knowing
call
scriptwhat
process
drives
is
standard,
not
business
driver
best practices for maximum results
only the beginning
business
results provides control
Reactive
Low Impact on Success
High Impact on Success
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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
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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
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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
• Outlook-style organizational structure
• Share via encrypted media streaming or
email recording as .WAV file
Security
• Permissions-based architecture
• Encrypted media streaming
• Valid recording authentication
Share
recording,
justsearch
a segment
Intuitive
folder
hierarchy
for easyor entire
Powerful
yet
simple
Instant
playback
call
organization and retrieval
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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
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Tracer as Solution
On Demand Access
• Easily access calls via OAISYS client
• Simple, efficient search and playback
Live or Historical
• Live monitor over network
• Auto monitor specific employee
• Retrieve to playback by employee
Sharing
• Share voice document with annotations or
email as a .WAV file
• Highlight key moments and share specific
segments of calls
Add
Auto
Highlight
text-based
monitor
keybyannotations
moments
employee
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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
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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
Generate
Easily customized
reports based
evaluations
on comparisons,
trends, agents and teams
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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

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