ORECX CALL RECORDING BLOG

Compliance Recording AND Quality Monitoring?

Posted by Kevin B. Levi on Nov 5, 2018 11:24:08 AM

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”. compliance3

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 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.

Compliance 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 predetermined 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), GDPR, MiFID II 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 / Assurance

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 predetermined 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:

  • 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.

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.

Compliance Recording AND Quality Monitoring ebook

Call Recording Resources - blogs, podcasts, laws...

Posted by Kevin B. Levi on Oct 26, 2018 10:55:24 AM

Call recording resources-1

Call recording software has become a business imperative today for a variety of reasons, including dispute resolution, customer service excellence, compliance, order verification and so on.

At OrecX, a call recording solution provider in 195 countries, we regularly develop content and materials to help our customers and prospects understand the value of call recording. 

Below are a variety of those resources which you may find useful.

Blog Posts:

Podcasts:

Other:

 

Follow us on twitter 2   

 

Free 30-day Call Recording Trial    

"Who Benefits from Call Recording" podcast

Posted by Kevin B. Levi on Oct 26, 2018 10:14:27 AM

Listen to this informational podcast to learn which individuals/positions within an organization benefit from recording customer calls and specifically what value they derive.

Listen to "Who Benefits from Call Recording Internally? podcast on Spreaker.

Resources

"This Call May be Recorded" podcast

Posted by Kevin B. Levi on Oct 26, 2018 10:10:47 AM

Listen to this informational podcast to learn the types of call recording, why companies record calls, how call recording is used, and by whom within an organization...

 "This Call May Be Recorded" podcast on Spreaker.

Resources

 

Challenges of Unlocking Recording Data for Speech Analytics

Posted by Kevin B. Levi on Oct 22, 2018 11:34:24 AM

According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value . Speech Analytics can help identify at-risk customers, provide sales and marketing teams with campaign/promotion feedback, and arm the legal department with a tool to help enforce regulatory and internal compliance.

Speech analytics

The foundation for speech analytics starts with the audio recording of the interaction, which is passed to a transcription engine and converted to a usable format (text) which can the be searched and analyzed with algorithms to identify patterns and characteristics which lead to actionable intelligence. Leading speech analytic vendors support both post-call and real-time to maximize the efficiency and value derived from their solutions.

Common obstacles experienced that diminish the overall value of speech analytics occur when recording vendors lack open APIs to access customer data, lack the capability to support real-time at scale, and cannot support stereo recording. Additionally, many vendors who offer competing solutions block customer access to their own recordings and associated meta data or charge costly 'extraction' fees for those customers that wish to use a 3rd party solution. With these approach restrictions, analytics accuracy hovers around just 70%.

To maximize Speech Analytics value, a recording vendor must support free and unrestricted access to recordings, produce high quality (stereo) output, and provide an open API to pass the recordings and the associated meta data to the analytics solution. When there is alignment with the recording and SA solution, companies see a significant rise in accuracy, up to 95%.

This type of recording solution could run in parallel to a company’s existing recording solution and simply be used as the engine to feed the analytics system. What’s more, with SIPREC recording, the company would have the flexibility to only capture and analyze the calls it wants to, rather than storing and processing all calls. This saves bandwidth, time and resources.

With the full capabilities of the organization’s existing recording system, this recorder could ultimately serve as the business’s sole recorder for speech analytics as well as for agent performance evaluations, customer service, dispute resolution, order verification and more.

This valuable data is used by customer service departments, contact centers as well as sales, marketing and R&D teams.

Contact Center Value

  • Managing regulatory risk
  • Reducing agent turn
  • Security
  • Order verification
  • Dispute resolution

Business User Value

  • Sales intelligence
  • Marketing intelligence
  • New product/feature ideas
  • Competitive insight
  • Campaign feedback
  • Buying behavior

 

Learn More

How GDPR Impacts American Contact Centers

Posted by Kevin B. Levi on Sep 10, 2018 10:58:11 AM

In the digital economy, there is perhaps no commodity as valuable as data, so robust safeguards must be implemented to ensure this information is protected. Two years ago, the European Parliament and the Council of the European Union approved the most sweeping changes to EU and UK data protection laws in over two decades—the General Data Protection Regulation (GDPR). The regulation is designed to protect the data of individuals within the European Union and the European Economic Area and will impact any organization conducting business with much of Europe. Even multinational companies based in the United States with contact centers that handle calls from the EU and UK must comply with the GDPR or face significant fines.gdpr-contact-center-1024x580

What is the GDPR?

Social media companies, financial firms, retail giants, government agencies, healthcare organizations, and numerous other services rely on collecting, analyzing, and storing personal data. This data includes names, mailing addresses, contact info, IP addresses, credit card information, bank account numbers, HIPAA records, and information regarding the things we buy and even the websites we visit. And a lot of this information is contained within call recording systems.

Prior to passage of the GDPR, the 1998 Data Protection Directive guided each of the 28-EU member states in enacting their own disparate data protection laws. The GDPR standardizes these data protection laws while imposing stringent regulations on how personally identifiable information is controlled and processed. It declares that organizations engaged in data collection must gather it under strictly defined conditions, safeguarding it from misuse and exploitation while respecting the rights of data owners. The reforms also cover breach notifications, opt-in consent, and transferring data outside the EU.[1]

Penalties for Non-Compliance.

Under the terms of the GDPR, organizations that fail to comply with the laws face maximum fines as high as €20 million or 4% of total global revenue, whichever is larger. While this stiff penalty is reserved for egregious violations such as insufficient customer consent, companies can still be hit with large penalties for failing to keep updated records, failing to inform proper parties of data breaches, and failure to conduct impact assessments. Both data controllers and processors must ensure they are in compliance to avoid penalties.[2]

Call Recording

Companies in the U.S. and all around the world rely on the call recording industry for quality assurance, training, security, and compliance. When these calls occur with an individual based in the EU or UK, recorded voice data must be gathered and stored in accordance with the GDPR. Failure to do so could open the offending party to heavy fines.

Choosing Proper Call Recording Software

OrecX designs the world’s most open and affordable call recording solution. We’ve developed our voice recording software to promote adherence to the GDPR. The software is offered in both open-source and commercial applications, which can be easily downloaded and installed in just 30 minutes. It’s fast, simple, and free of implementation costs. Visit our webpage to learn more about our innovative solutions for contact centers.

 

[1] https://www.gdpreu.org/

[2] https://www.gdpreu.org/compliance/fines-and-penalties/

Do's & Don'ts for Selecting a Call Recorder

Posted by Kevin B. Levi on Sep 6, 2018 11:55:16 AM

Organizations of all sizes today employ call recording software to help optimize sales, service and compliance; and when chosen and managed correctly, these solutions can be invaluable in this regard. However, call recording software is not always selected or utilized properly, and when this happens, its effectiveness can be significantly stifled.Do's and Don'ts

Do This:
  • Uncover what business challenges you are trying to solve…
    • Customer experience
    • PCI/HIPAA compliance
    • Dispute resolution
    • Order verification
    • Agent performance
  • Consider everyone in the organization who can benefit from call recording…
    • CEO/business owner
    • VP customer service/care
    • Call center manager
    • Compliance manager
    • Sales manager
    • Marketing manager
  • Decide how many of your physical locations you want to record. Some recording solutions don’t support multi-site.
  • Consider the vendor’s expertise with companies your size and with businesses in your industry.  The more they know about your specific business issues, the more they can help customize a solution to your specific needs. If you’re a small business, e.g., you ought to look for a vendor that specializes in SMBs. Same goes for larger companies.

  •  Uncover any hidden costs – Some vendors charge per seat or per user costs.  However, these do not include the costly implementation support you’ll need for the install, and ongoing professional services support you will require for customization, etc.
  • Ask about pricing flexibility – Does the vendor offer monthly subscriptions, e.g.? This way you can avoid a large upfront capital expense.

Don't Do this

  • Don't decide to purchase call recording without carefully considering all the ways in which it can be used and for whom.
  • Don’t just consider how call recording can be used by your organization today.  Consider your anticipated growth and how you might need it down the road. Will you need multi-site capabilities, will it scale to more users, does it support mobile call recording?

  • Don’t forget to free up select staff’s workload to manage the system – if necessary.  Some solutions require no maintenance.

  • Don’t choose your vendor/solution without first trying it out.  Ask for a short trial period so you can see how the software works in your own environment. If they refuse, find a different vendor.

  • Do not assume the software will automatically support your compliance needs.  For example, to help with PCI Compliance, some recording systems will pause the recording while sensitive personal information/data is being discussed.  Not all solutions do this, however.  You need to be sure the one you choose supports all of your regulatory needs – e.g. PCI, HIPAA, Telemarketing Sales Rule, GDPR, MiFID II…
  • Do not simply expect the software to easily mesh with your existing environment/systems.  Check to see if the vendor has verified integrations with your PBX vendor or your CRM system, for example.  An open API will ensure interoperability with any application.

Free 30-day Call Recording Trial

Call Recording for BPOs and Call Center Outsourcers

Posted by Kevin B. Levi on Aug 15, 2018 11:35:00 AM

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.  Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business.BPO ladies

With the help of the right call recording, screen recording and quality monitoring software in your arsenal, you stand a far greater chance of satisfying (if not wowing) your clients.  But first you need to pick the right solution(s) to fit your specific business requirements, which can be dramatically different from other types of businesses.

Here are the top 18 call recording features to consider when purchasing a recording solution, if you are a BPO or call center outsourcer:

Call and Screen Recording

  • Centralized management of all recording data (voice and screen)
  • Multi-tenancy so you can manage multiple clients independently, yet simultaneously
  • Precise search querying to find the exact call recording you need to prove compliance, share with your client, settle a dispute and so on
  • Scalable to thousands of seats (whether through one logger/server or by linking multiple devices)
  • Open platform (i.e. open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA)
  • Compliance-ready – Ensure the system has masking or muting capabilities to protect personally identifiable information for PCI-DSS and HIPAA
  • Subscription-based, affordable pricing so you can activate and terminate licenses when necessary to support your dynamic project workload
  • Same-day installation so you can be up and running immediately in support of your new accounts; this serves as a competitive differentiator for your business

Quality Monitoring

  • Customizable evaluation forms so you can tailor them to your clients’ specific and varying requirements
  • Custom coaching agreements commensurate with specific agent performance goals
  • Calibration tables to standardize service level expectations and measure quality across sites, teams and agents
  • Ability to attach agent evaluations to voice and screen recordings so they can hear what went right and wrong
  • Report filtering (e.g. by date, group, department, agent, supervisor, etc.) so you can extract meaningful intelligence to improve performance
  • Detailed reporting including form-level summaries, section-level details and question-level details
  • Standalone product or it includes simple and multiple integration points to the call/screen recorder
  • Open API so you can pull data from your CRM system into the quality monitoring system
  • Open file exporting to share reports and recordings with agents and clients
  • KPI tracking to measure service level, customer satisfaction, average handle time, calls handled per hour, first call resolution, adherence to protocol and others

Free 30-day Call Recording Trial

What to Expect from a Call Recording Solution

Posted by Craig McCue on Aug 6, 2018 11:10:00 AM

Selecting a call recording solution for your business's needs typically involves reviewing several recording products that do a lot of the same things. All of these products will all allow you to:What to Expect in a call recording solution

  • Record 100% of calls or just a subset of calls
  • Record on-demand
  • Search for calls based on certain criteria
  • Achieve compliance recording with regulations (PCI, HIPAA, GDPR, MiFID II, etc.)

The list of common features among recording platforms goes on. These are merely a few basic functions you should absolutely require with your recording solution. While these common features will meet a firm's basic recording needs, we rarely/never see a firm whose recording needs are just basic.

Your needs are unique, and therefore, you should expect more from your recording solution. As part of your search for a recording platform, be sure to get beyond all the common basic features and get to the points that are important to you. Our experience tells us that, among other things, you should also expect the following from your recording platform:

  • More security of your voice data, including OWASP Level 2 security
  • More flexibility and more access to your voice data
    • The ability to leverage voice data with other enterprise data and not have the data locked away in a proprietary recording file format
    • The ability to customize your voice data/speech analytics and leverage the best speech analytics platform for your needs
  • REST API (with access to the ENTIRE platform)
  • More versatility around your deployment strategy - choose your  preferred hardware, operating system (Linux or Windows) and database, as well as the ability to export recordings in open file formats
  • Quick deployment methodology that will have you up and recording in a few minutes, not weeks (or months in some cases)

Making sure these points are covered as part of your search for a recording platform will give you peace of mind that your recording solution offers the security and flexibility that will allow you to meet both your current and future recording requirements.

Questions to Ask Recording Vendors

  • Is the solution designed to address my specific industry and regulatory requirements?
  • How long have you been in business?
  • Who are some of your similar customers?
  • What makes your business/solution unique?
  • What is your innovation roadmap?
  • What features come with the product and which are add-ons?

Free ebook:  How to Select the Right  Call Recording Solution

Growing Prominence of the SIPREC Call Recording Standard

Posted by Craig McCue on Jul 30, 2018 12:11:25 PM

Companies record calls for a several reasons – Regulatory Compliance, Improve Agent Performance, Improve Customer Satisfaction, Dispute Resolution. The growing number of use cases for call recording has companies expanding their use to more and more departments, and in some cases, throughout their entire organization. With this expansion, companies are looking for a more efficient, scalable and cost-effective way to record calls - SIPREC is the answer. 

Session Initiation Protocol Recording, (SIPREC) was created by the IETF (Internet Engineering Task Force) as a framework for session border controller (SBC) and call recording vendors to use when establishing an active recording session and reporting the metadata of that session.

According to IETF:

The Session Recording Protocol (SIPREC) working group was chartered to define a SIP-based protocol for controlling a session (media) recorder.

Session recording is a critical requirement in many business communications environments such as call centers and financial trading floors. In some of these environments, all calls must be recorded for regulatory and compliance reasons. In others, calls may be recorded for quality control, business analytics, or consumer protection. Recording is typically done by sending a copy of the media to the recording devices. The working group determined requirements and produced a specification for a protocol that manages delivery of media from an end-point that originates media, or that has access to it, to a recording device. This standard protocol – SIPREC – reduces the complexity and cost of providing such recording services. 

There are two key components of SIPREC interactions:

1. Session Recording Client (SRC) – the SBC or PBX
  • Avaya, Cisco, Broadsoft, Metaswitch, Ribbon/Genband, Oracle, Sonus are some of the telephony platforms that support SIPREC.

2. Session Recording Server (SRS) – a call recording platform

  • OrecX is the most widely used SIPREC call recorder.

SIPREC interacts between the SRC & SRS. The SRC establishes the recording session with the SRS and passes the media streams and the metadata to the SRS. SIPREC has several deployment models (Enterprise, Service Provider, Cloud - all supported by OrecX). The basic SIPREC call flow is seen in the diagram below:

SIPREC call flow

 

 

 

 

 

 

Benefits of SIPREC:

  • Highly efficient (configure only the traffic you need to record, not the entire VLAN)
  • Extremely scalable (thousands of concurrent calls on a single server)
  • Auto-provisioning of users (much easier to administrate)
  • Lower cost of ownership

OrecX has deployed SIPREC to over 300 clients, with some exceeding 100,000 recordable users.

Contact OrecX today if you are considering SIPREC or want more information on SIPREC.

 SIPREC vs. Packet Interception

Subscribe to Email Updates

Recent Posts