Business Call Recording versus Personal Call Recording

Posted by Kevin B. Levi on Apr 25, 2017 11:52:38 AM

There are two very different types of call recording solutions available today, and when searching for the right software to record your calls, there are a few things to note about the difference between business call recording and personal call recording. dreamstime_xs_20034952.jpg

Business call recording refers to business class call recording software which captures a business's customer calls and stores them for later reply on workstations or servers to mitigate risk, settle disputes, monitor for quality assurance, maintain PCI and HIPAA compliance, etc. These business call recording solutions include various advanced features to offer more value to businesses, such as selective or total call recording, pause and resume, speech analytics, multidimensional searching, auto tagging and more.

Personal call recording is when you want to record a personal call you have with someone while using your cell phone. There are many applications available in the Google Play Store and the iTunes App Store that can help you capture and replay such calls.

Unified Communications Platforms get Contextual, Customizable

Posted by Kevin B. Levi on Apr 17, 2017 10:26:30 AM

These days, many unified communications platforms offer similar capabilities, such as messaging, presence, and voice and video communications. Understandably, these unified communications platforms are now looking to differentiate themselves.TechTarget.jpg

As unified communications platforms and other UC products look to advance enterprise collaboration, their contributions to the industry are often deemed evolutionary, rather than revolutionary. Although incremental developments may not seem innovative, they are important to advance an industry in realistic, problem-solving ways.

Read more

Topics: call monitoring software, call center recording, call recording

Improve Collections Performance with Call Recording

Posted by Kevin Levi on Apr 10, 2017 11:43:57 AM

Collections agents have one of the toughest jobs out there, contacting people who are late on payments. The called party's reaction is typically unpleasant and it can certainly have an effect on the psyche of your agents and their future performance. According to IBISWorld's Dec. 2016 industry report titled "Debt Collections Agencies in the U.S.: Market Research Report", the collections industry has been on a steady -2.7% decline since 2011. The same report also states that nearly 43.5% of industry revenue comes from your staff.

What this all means is that there is an opportunity in your agency to boost performance and revenue. And this is where call recording software can help. Does-your-business-need-the-services-of-a-debt-collector.jpg

By capturing best-practice calls by high performing agents, you give underperforming or newer agents a glimpse into how your top agents operate. Perhaps you have an agent who is great at keeping the conversation light and somewhat upbeat, or maybe one of your agents consistently has the highest collections rate. What is it about these agents that gets would-be payers to react favorably to their rhetoric? By recording their calls, you can not only find out but also share these interactions with other agents so they can see how it's done and emulate their behavior. 

It is one thing to role play with a new or underperforming agent. It is quite another to give them a direct window into the best of the best interactions and how they transpire verbatim. This is what call recording software can do for you, your collections agency and your staff.

According to Joseph Coll, Operations/Collections Manager of Bruch Law Offices (collections agency), "We (use call recording to) hold training meetings, and I have our collectors give me one good call and one bad one each week, so we can critique them as a group and come up with refined collections strategies.  Having these recordings has proven very helpful in this manner.”

What's more, compliance is also a constant concern in the collections business, especially with the many regulations on the books, such as Fair Debt Collections Practices Act, Telephone Consumer Protection Act, Do Not Call List, and so on. When an agent violates one of these regulations, a penalty must be paid, and you want to avoid these payouts at all costs. Call recording can help you uncover potential violations and work with those agents to correct future behavior.


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Are my Workflow Gaps Costing me Customers?

Posted by Kevin Levi on Mar 20, 2017 11:22:57 AM

How many times have you heard: "Can I put you on hold for a minute"? If you are like me, and you probably are, the answer is WAY too many times. We all dread that wasted time being put on hold by a call center agent when we are trying to reconcile our bill, get rid of an erroneous charge, or request support of some kind. 

Have you ever thought about what is actually driving that agent to put you on hold? Sure, at times, the interaction calls for a supervisor to empower the agent to grant you a refund, for example, but those instances are the exception. Much too often, the reason we are put on hold is likely two-fold:

1. The agent is ill-equipped to support your needs

2. The technology is ill-equipped to support your needs


Overcoming Agent-Driven Workflow Disruption

An under-trained or under-skilled agent can cause havoc in the customer service world. When interacting with prospects and/or customers, ill-prepared agents who take calls are akin to middle-school football players being sent in to NFL games. To say the least, they do not have the wherewithal to get the job done. Therefore, most often when you are put on hold by one of these under-skilled agents, it is because the individual does not know where to look for the information they need to support you. During the silence, the agent is literally fumbling through screen after screen attempting to locate your account record or the product information you're looking for.Disruption.jpg

This doesn't have to happen. An integrated call recording and screen recording system can capture the live interaction and provide a complete picture (upon playback) of the entire interaction and where the agent went wrong. Supervisors can then empower the agent with the right workflow knowledge to better handle customer needs moving forward. 

Overcoming Technology-Driven Workflow Disruption

Here is another question for you. How many times have you heard the phrase: "Our systems are slow today"? We all know what that is really code for - our systems suck. That is, the applications designed to support the agent, and the flow with which these applications pop up, has some sort of issue. For example, while you are on hold, the agent is trying to figure out why the refund screen isn't showing when he/she tries to issue a refund. While this is obviously a very simple example of workflow disruption, we can all image how complex agent workflow can be for a financial services or insurance agent, for instance. In these environments, the tools, applications and screens designed to support these representatives can be inordinate. 

The problem the agent is encountering is a disruption of some sort in their workflow. A call recording and screen recording system can capture and store the interaction for subsequent replay. Supervisors can then detect any gaps or problems within the workflow and can remedy them to ensure future calls don't suffer the same disruptions.

In a world where 67% of customers leave for a competitor due to poor customer service, you cannot afford to have workflow gaps or interruptions in your contact centers or within the BPOs supporting you. Your agents ought to be empowered with the knowledge, skill and technology to stay on the line with your customers and prospects and satisfy their needs in a rapid manner, without interruption.

Just imagine if you never had to hear that "Can I put you on hold?" phrase again. 

ebook: Which Call Center Optimization Tools  are Must-Haves?



AT&T Says Mobile Call  Recording is Important

Posted by Kevin Levi on Feb 27, 2017 2:33:12 PM

Time is money. For the banking industry, it’s their business. Brokers need the flexibility to take orders while on the fly. Mobility is critical for banks and financial services organizations.

But it’s not as simple as taking an order. Regulations require verification for transactions like a stock trade. And sometimes an order comes in when brokers are not at their desk. That’s why financial companies need a way to record these transactions (with mobile call recording software).

Read more.

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2017 Call Recording Checklist

Posted by Kevin B. Levi on Jan 3, 2017 12:31:18 PM

With the ringing in of the new year, it is a good time to take stock of your assets so you can effectively plan for potential needs you might have throughout the year. This inventory can and should include your call recording system and all the features and functions it provides. To help you accomplish this task, here are 7 things to check for when determining if your call recording system is up to the task, or whether it might need to be replaced.New_Product_Introduction_Checklist.png

1.  Scalability - Does your system scale up to thousands of users in the event you achieve accelerated growth?

2. Interoperability - Does your system feature an open API so you can easily and quickly integrate it with new systems, applications, etc.?

3. Analytics - Does your system contain advanced analytics capabilities (i.e. speech analytics or desktop analytics), and can it easily pull data from third party sources - CRM, SFA, etc.?

4. Cloud - Is your system cloud based, or does your provider at least offer cloud recording so you can consider a migration this year to save money, time and resources?

5. Quality monitoring - Does your vendor offer quality monitoring capabilities which you can easily integrate and start benefitting from (ensure high agent performance and customer service levels)?

6. Mobile recording - Does your vendor offer mobile-phone recording which you can easily turn on to start capturing calls your employees make on their company-issued mobile phones?

7. Mask/mute - Are you able to mask or mute calls containing sensitive information, such as during a credit card transaction?

These are just some of the many variables to consider when weighing the viability of your existing call recording system. 

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6 Strategies to Optimize Call Center Quality Assurance

Posted by Kevin Levi on Nov 1, 2016 1:40:55 PM

By Jim Lyoob

Quality assurance involves maintaining a desired level of quality and it is crucial for your call center to be aware of the ways to do this. In order to optimize call center quality assurance, take advantage of these six strategies. 

1. Focus on quality as a behavior  

One strategy to utilize is to evaluate the quality of your agents during training. Keeping them informed about the call selection process and telling them how well they are doing will keep them more engaged with the calls and more willing to improve. QA evaluations also allow you to measure the performance of your agents. 

2. Use analytics 

Another strategy is to use analytics to your advantage to find higher value calls. A few examples of higher value calls include calls that were tagged by an agent, called that were placed multiple times, calls which involved transfers, calls that were extremely long or short and calls that were directed to specific numbers within a small time frame. When you are able to pinpoint high value calls, you can detect issues you’re having and correct them accordingly.  Read the full article.



Associations and Institutions Need Call Recording Too

Posted by Kevin B. Levi on Oct 14, 2016 10:29:33 AM

When you hear the word “nonprofit,” it’s easy to imagine a charitable foundation or some other such well-meaning organization aimed at making the world a better place. Yet entities that operate as nonprofits fall into two very broad categories: community-serving organizations, which include charitable enterprises, aid and development programs, educational institutions, healthcare facilities, and the like; and member-serving organizations, such as professional or industry associations, trade and credit unions, sports clubs, and more. What both kinds of nonprofits have in common, however, is that they are in the business of meeting the needs of their “customers” – that is, their students, patients, target population, or members. And, they typically must do this under strict financial constraints and with an eye towards good fiscal stewardship.Nonprofit.jpg

For nonprofits seeking to meet their member-serving or community-serving goals, call recording software can provide valuable insight. By recording calls that come into your organization, you can gain:  

  • C-level Insight – Leverage the actual voice of the “customer” to keep senior-level volunteers and staff in touch with the needs and challenges of your patients, students, members, and more.
  • Information to Kick off Volunteer or Employee Meetings – Replay select calls at the start of meetings so that your staff can hear best practice calls and discuss what could have been done better with under-performing calls.
  • A Chance for Everyone to Learn – Consider sharing two or three carefully selected calls with every employee or volunteer on a monthly basis. This way, everyone in the organization has a direct connection to the customer and his/her wants/needs.

These recorded calls can also help your organization acquire other insights, such as:

  • Ideas for new services
  • Intelligence about other organizations that operate in your field
  • Ways that your organization is meeting (or failing to meet) the needs of your constituents, and perhaps even discover suggestions for improvement

The issue of cost is an important one for most nonprofits. Although call recording software may seem like a luxury for only for-profit entities with plenty of cash to spare, the reality is that these types of systems are growing more affordable than ever. If you’re looking at a call recording system for your nonprofit and are sensitive about costs and the use of your personnel and other resources, here are some questions to ask before selecting a provider:

  • Is it expensive? Certain systems can cost you as little as $5 per month per user.
  • Does it require costly hardware? Look for an open-architecture, software-only solution that can run on standard industry hardware; or consider a hosted/cloud-based system.
  • Is it easy to install or maintain? Some systems can be installed in about 30 minutes and require no maintenance, provided you select the right solution.
  • Is it difficult to learn and use? Pick a system that your staff can learn to use quickly – for some, in as little as one hour.

In many ways, the mission of a nonprofit resembles that of their for-profit counterpart – to keep customers happy and to use resources wisely. Let call recording software help your nonprofit accomplish both of those goals.

Free ebook:  How to Select the Right  Call Recording Solution

Using Call Recording to Survive the High Demands of High Tech

Posted by Kevin B. Levi on Oct 4, 2016 11:09:35 AM

The technology industry is always evolving: new products and services come to market at a rapid-fire pace, and expectations from customers are constantly accelerating. Your customers want things better, faster, and easier than ever before – their demands are high, and you need to deliver.Chasm_image.jpg

For companies in the technology sector, where competition can be brutal and only the strongest survive, top customer service marks can often mean the difference between an enterprise’s success or its demise. To ensure that their call center agents are delivering the best possible service, today’s top technology companies use call recording software to:

  • Assess call center agent performance by evaluating the work of individual agents and identifying specific areas that need improvement.
  • Capture call center best practices such as examples of outstanding customer service interactions, which can be shared and analyzed at regular team meetings. This way, employees can be prepared to handle future, similar situations.
  • Glean product or service information, because customers often reach out to a contact center when they have a problem. These calls can prove valuable to your sales, marketing, and product development teams. Product-specific calls can be shared with these teams so that they can hear what customers are saying – both the positive and the negative – about your products or services.

But let’s take call recording software one step further – beyond the call center and into the offices of your telesales staff. Recoding the calls of these employees can go a long way in helping to boost your team’s sales conversion success. How? When your telesales staff has a particularly successful or challenging call, you can share these recorded calls with the rest of the team during your weekly or monthly team gatherings. This way, your sales staff can learn from one another – about pitfalls to avoid and strategies that deliver excellent results. Specifically, recorded calls can help your sales team to:

  • Motivate underperforming sales staff
  • Develop new training programs
  • Identify opportunities to up-sell or cross-sell
  • Recognize unique sales situations and learn ways to deal with them

Survival of the fittest – it’s especially true in the technology sector. Be a survivor – use call recording.

Manufacturing Your Success with Call Recording

Posted by Kevin B. Levi on Sep 19, 2016 11:00:42 AM

Manufacturing companies make widgets – widgets that, in a perfect world, work properly and, with any luck, last a lifetime. That ideal doesn’t always occur: products break, are defective, require maintenance, or become obsolete. When these things happen, one of the first places that companies hear about it is through their contact centers.manufacturing.gif

For manufacturing companies, call recording software can capture critical information that can be used throughout the enterprise to make important business decisions and deliver prompt, responsive customer service. Consider these various contact center interactions and what can be done about them:

  • “I heard about your new product but can’t seem to find it in stores” – send this call to the product marketing or sales department.
  • “I noticed a really bad flaw in your product” – send this call to the product development department.
  • “I want to take advantage of a special offer I saw advertised” – send this call to the marketing department.
  • "I got hurt when I used your product" - send call to customer care and legal teams.

In addition to monitoring calls that come into your contact center, call recording software can be used for proactive sales and marketing campaigns. For example, say you decide to offer free maintenance to customers who renew their annual service contract for your products. Agents can dial out to existing customers to make the offer. You can then:

  • Run a report from the contact center, which can show how many customers were offered the free maintenance contract and how many accepted the offer and renewed.
  • Use the report to assess the campaign’s effectiveness.
  • Analyze the report to see which geographic regions or types of customers are more likely to take advantage of the offer. This information can then be used to structure future campaigns.
  • Consider holding two promotions at the same time; then, you can run reports to determine which promotion performs better.

Recorded calls can also be used to train sales agents to help improve their skills and ensure that they are communicating the appropriate messages and adhering to excellent standards of service quality. They can also be used to determine if there are cross-selling or up-selling opportunities that are being missed.

Call recording software can help you manufacture success, particularly if you’re a manufacturing concern.

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