Transcript Document
Board Pack Reasons and Motivations for Call Recording FUSIONLIVE: ALTERNATIVE NETWORKS Red Box Recorders Ltd, Registered office: Bradmore Business Park, Loughborough Road, Bradmore, Nottingham, NG11 6QA, United Kingdom Agenda • • • • • • Who are Red Box? Reasons and Motivations to record PCI – What is it? PCI – How does it affect call recording? PCI – Red Box Solution Quality Management – Why implement a strategy? – What can the benefits be? • Audio Search Company Overview UK based organisation Global presence Over 24 years experience in voice recording Fastest growing call recording company worldwide Why record? The requirements for call recording are similar across all devices Customer satisfaction, Compliance, e.g. FSA, PCIDSS, mobile Security risk and public safety dispute resolution, training needs. Business optimisation, analytics. Quantify Applications • Simple VM deployment capability • Low TCO – Free Upgrades for life • 100% Browser based • Simple, intuitive easy to use applications • Seamless access to additional modules: • Search, Replay & Live monitor • Quality Management • Screen Recording • PCI DSS Compliance • Event Reconstruction • Audio Analytics What are PCI-DSS Regulations? – 5 founders American Express, Discover Financial Services, JCB International, MasterCard Worldwide, and Visa Inc. – PCI is a set of industry tools and measurements to help ensure the safe handling of sensitive information – Why comply?: • Customer trust and confidence • Continual monitoring of threats are delivered through the standard, and all within the standard • As a group better protection for all i.e. faster detection • Negative consequences » » » » » Lawsuits Insurance claims Cancelled accounts Payment card issuer fines Government fines – PCI policy and adherence is enforced by the brands Do you need to be PCI compliant? Red Box PCI Suppression • • • • Suppress sensitive information providing a single call for playback – Skip silence within replay module Two suppression options: total and user A single call may be suppressed multiple times Manual or automatic suppression Manual Suppression Methods • • • Windows based application / tray icon Automatic time out feature (configurable) Agents must be located on the same LAN as the recorder Automated Methods: PCI Screen & PCI Toolkit • • • • Screen window activity triggered based suppression Configurable rules defined to start/stop suppression Transparent and automated process with no agent intervention Simple configuration with no development requirement Why is Quality Monitoring Used in Contact Centres? • • • Customer – To monitor customer interactions and measure outcomes and improve customers experiences – Improve customer retention and first call resolution. Agent – Measure performance objectively across a spread of calls and call types – To set quantifiable standards for agent performance – To be measured but not observed (live) – Deliver appropriate and measurable training Management – To monitor individual\group performance against company standards – To present the right calls for evaluation to save time sat listening for the right calls. – To complete evaluations when managers have the time Quality Management • Integrated element of Quantify • Easy to design evaluation forms • Ad-hoc or Schedule evaluations by users profiles for workflow control • Unlimited evaluation forms • Audio, screen and evaluation all linked for future replay e.g. one to ones • Integrated training delivery and progress monitoring • Reporting to identify trends; best practice; training needs. Quality Management - Supervisors • Evaluate • One click to evaluate a call from replay • Prepare schedules to deliver your workflow • Design your own evaluation forms • Multiple answer formats – Yes/No, Radio buttons, free text, traffic lights • Report • Spot trends • Compare agent performance to establish best practice • Make improvement based on your quantative business metrics Audio Search • • Audio Search is an integrated module to the Quantify Suite. Search on words and phrases that have or have not been said • Identifies the word with a marker within the audio • Integrates to the Quality Management module and can be included in the search criteria for the QM scheduler allowing a supervisors and team leaders to pull specific lists such as compliance statements or specific products that were discussed.