ORECX CALL RECORDING BLOG

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.

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

Call Center Analytics 101: Finding the Right Tool for the Job

Posted by Lorenzo Emilitri on Aug 5, 2016 11:52:52 AM

Running a call center takes more than just connecting a set of agents to your office Asterisk PBX. At the very moment you start working, you realize that you need a set of tools to make sense of what is going on. This is true not only for large call centers, but even when you start having one person answering the phone, it does make sense to ask questions like: are we doing what is expected from us? Are we living up to our standards of quality? And most importantly: are people happy about the interactions they have with us? Lorenzo_Emilitri_Loway_CEO.png

Because if they don’t, we are sooner or later in for an unpleasant surprise.

The big problem here is that you get no intuitive sense of what is going on in a room with agents talking on the phone; and so you need tools to augment your intuitive perception. And as things grow, or you start having agents working remotely, the problem gets even more serious.

At Loway, we believe that a tool to keep track of what is going on should have four main areas of concern:

  • A real-time view
  • A historical reporting mode
  • An agent’s page
  • A Quality Assessment module

The real-time view lets you see what is currently going on. It should be able to scale up and down at different levels of detail, in order to power wallboards and to communicate the current status of teams and of the call queues they serve to team leaders, so that they take corrective actions quickly. A defining feature here is the ability to use the real-time view as a communication platform to send feedback to agents, and to be able to “barge-in” to live calls in order to actively inspect problem situations as they unfold.

The historical reports are the bread and butter of call center analytics. What is important here is not so much the number of computed analyses, but the ease of making sense of what is going on, and the capabilities to drill down with searches in order to pinpoint specific issues. It is very important to be able to integrate with call recorders, so that the details of any specific call are just a click away; and to be able to retrieve different kinds of documents related to each call – e.g. video recordings, or chat transcripts, up to the CRM form.

The agent’s page (or agent toolbar) is a very important function that your call-center monitoring tools should provide. Even if this is not strictly speaking a monitoring function, using an agent’s page greatly facilitates feeding the monitoring backend; plus, an agent’s page allows a degree of interaction that would not be feasible using a phone’s limited numeric keyboard. For example, it is far easier for an agent to select a call outcome or a pause code out of a drop-down list than entering it as a numeric code, and this means you can have codes that are more specific. Also, when working on multiple queues, it is not easy joining / leaving them using a numeric keyboard. An important feature here is that the page should be web-based and will ideally include a soft-phone: it will act as a launching point for your CRM applications, and will reduce your TCO because agent workstations do not need additional software and can be blank, interchangeable workstations.

The Quality Assessment (QA) module is your secret weapon to effectively manage your call center. By reviewing call recordings, you can create a quality profile for each call; and by aggregating these call profiles you can understand the strengths and weaknesses of each individual agent, and of the service you offer. It is important to have a tool that is flexible enough to create scoring forms and rules that effectively match your business goals and targets; and it is also important that the calls to be reviewed are selected automatically based on both attributes of the call (e.g. the queue, the call outcome) and of the agent who processed it. An automated selection process is important to avoid any bias human reviewers may have towards “interesting” situations (calls that are long, or short, or are known issues) as they may not tell the whole store about what the agent is actually doing. The QA process is often used to analyze QA data gathered directly and automatically from callers, e.g. by using a post-call IVR, in order to directly measure perceived client satisfaction.

At Loway, we strongly believe that quality is the result of a continuous learning process powered by objective measurement. During the last 10 years, we have seen organizations learn and improve, turning this process into an asset to outperform the competition by simultaneously reducing costs and improving the service offered. Whatever the size of your Call Center, there is no excuse not to do it.

Article by Lorenzo Emilitri, founder of Loway.

https://www.loway.ch/

https://www.queuemetrics.com/

 

Topics: asterisk, call recording, analytics

Survey Results: Who Manages your Call Recorder?

Posted by Kevin B. Levi on Nov 9, 2015 12:27:56 PM

At OrecX, we are constantly finding new ways to garner insight on the call recorder software industry to share with our customers, prospects, partners and the industry at large.

As we've done in the past, we surveyed countless professionals spanning enterprises (call centers, IT organizations, sales teams, operations teams), debt collections firms, BPOs and more to understand who in these organizations is responsible for the company's call recorder system.

Below is a graphical representation of the results of this survey of 50+ individuals spanning all industries:

 

Who_manages_your_call_recording_system-2

 

11 Positions that Benefit from Call Recording

Topics: call recording

Why your BPO Needs Call Recording

Posted by Kevin Levi on Oct 16, 2015 10:22:19 AM

More and more organizations today are using business process outsourcers (BPOs) to perform some of their most necessary functions. BPO categories can range from front-office customer services, such as technical support, to back-office business operations like billing. Recent research shows that since the mid-1990s, the number and scope of BPOs have grown exponentially, particularly in India, which ranks as the world’s preferred market for BPO companies, followed (in no particular order) by Australia, China, the Philippines, and Ireland.

CITADEL-Systems-Contact-Center-Business-Process-Outsourcing

Because they’re located offsite from an organization, quality control of BPOs becomes an important consideration, both for the company doing the outsourcing and for those performing the outsourcing services. That’s why call recording can offer valuable assistance, providing a window into what’s taking place and insight into:  

  • Regulatory and industry compliance: Helping to ensure that all proper procedures are being followed. This includes guaranteeing, for example, that credit card information and personal data are being appropriately handled or that HIPAA (Health Information Portability & Accountability Act) rules are adhered to.
  • Operational performance: Allowing managers to screen employees’ activities to identify areas where workflow was hampered or interrupted. Calls can also provide insight that can assist with staff training and development.
  • Service quality: Providing access to customer interactions so that managers can know whether agents are providing the highest level of service. And should a dispute ever arise, these calls can be analyzed to help resolve the problem.
  • Critical business data: Gathering key pieces of information about customers, their concerns, and their buying habits. You can glean geographic data, for example, as well as gain competitive intelligence based on what callers say about what they like or don’t like about other products they’ve tried or are considering.

That’s the easy part: knowing you need call recording software. Next comes the hard part: selecting one. Actually, it’s not such a difficult choice, because regardless of where you or your BPO is located, you need to look for the same thing when it comes to call recording software – a solution that’s affordable, scalable and keeps you in complete control so that you can deliver the best possible results for your business.

When evaluating call recording software for a BPO, look for solutions that offer:

  • Open recording architecture: You’ll want software that’s free from any proprietary hindrances.
  • Ability to work with any operating system, server or database: In “techie” terms, the software should be “system, server and database agnostic.”
  • Open data model: Make sure you own the data.
  • Customizable solution: Enables you to fully customize the software with open APIs (Web 2.0)
  • No maintenance required: Worry-free software means you can spend your time thinking about more important concerns.
  • Software which can be learned and used in minutes: No special training or technical expertise is required to install, operate or manage the system.

Employing the services of a BPO can provide tremendous benefits to an organization, including productivity improvement, improved use of resources, cost savings, and the ability to focus on core business areas. Just make sure your organization is making the most out of its BPO relationship by gaining the insights that only call recording can provide.

ebook: Call Recording Laws Around the World

Topics: call recording

Don’t Forget to Record Those Mobile Calls

Posted by Kevin Levi on Aug 19, 2015 11:49:00 AM

It doesn’t take great insight to realize that everyone – preteens and retirees, techies and non-techies alike – relies on a cell phone these days.  In fact, recent reports by Forbes magazine indicate that more than 80% of all employees use at least one mobile device for business, and that figure keeps climbing as mobile technology grows more accessible and affordable. Consider, too, the increasing number of home-based employees (including those in sales, customer service/support, telemarketing, and the like) who depend on a cell phone, not a landline, to perform their work. So while you may be taking great care to record the phone conversations that occur on landlines in your physical office space, here’s an important question to consider: Are you also capturing the calls that are taking place on these numerous and ubiquitous mobile devices?

For most organizations, capturing data through recorded calls makes wise business sense. The truth is, every industry has specific reasons for wanting to record calls, reasons that are unique to their individual operational, legal, and regulatory requirements. Consider the following industries and the reasons why they might want (and need) to record calls:

  • Financial services: Verify trades and other customer transactions; settle potentially costly customer disputes.
  • Insurance: Verify insurance coverage and pre-authorization; settle potentially costly customer disputes.
  • Healthcare: Ensure that medical staff complies with regulations regarding patient privacy and medical records (including compliance with HIPAA – Health Insurance Portability & Accountability Act).
  • Retail: Ensure adherence to regulatory requirements regarding credit-card data and processing (including compliance with PCI-DSS – Payment Card Industry Data Security Standard).
  • Telecom and Consumer: Monitor staff to ensure quality, compliant customer interactions.

And this list could go on …

When assessing call recording software for a mobile environment, make sure you’re getting the most up-to-date, flexible, and versatile technology possible. For example, one of the biggest challenges is finding a solution that can capture calls centrally and not simply on the device itself. That makes sense: If a phone becomes damaged or lost in the field, then you want to ensure that the call recordings are protected. It’s also important to find a call recording system that can seamlessly record calls on any type of mobile platform, specifically the three platforms used by nearly all mobile workers:  iOS, Android, and Blackberry.

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If you’re ready to take the next step in selecting a mobile call recording provider, look for solutions that:

  • Can automatically capture inbound and outbound mobile calls, regardless of where they take place
  • Do not require you to enter codes, re-route calls off the mobile network, or change SIM cards
  • Record calls in real time
  • Do not require any new infrastructure
  • Are easy to use and install
  • Are affordable

As mobile technology evolves to become an ever-important aspect of our business and personal lives, make sure you have all the resources in place to capture, analyze and, ultimately, act on the vital information you can acquire by recording mobile calls.

 

View our 2 Minute  Mobile Recording Screencast

Topics: call recording, Mobile recording

Technology Innovations in Call Recording

Posted by Kevin B. Levi on May 8, 2015 1:43:00 PM

Do you own (or have you ever given away) an old cell phone? If the answer was “yes,” you probably know why: Because as technology has changed and new enhancements to mobile phone communications have become available, we all want to upgrade to the latest and greatest models. Better technology means better performance, better ease of use, better battery life, better portability, and countless other improvements.

You don’t have to look at your old cell phone from the early 2000s to understand that it – and many other forms of technology – have evolved over time, including the technology of call recording and call monitoring software. What once offered rudimentary and fairly limited capabilities now provides the ability to record, analyze, and interpret vast amounts of data to improve customer service and operational performance.

When considering a call recording software or call monitoring software provider, look for one that comes equipped with the latest and greatest features, particularly those that can give you greater flexibility in terms of provisioning, administration, and utilization. Here are six technological innovations that you want to make sure your call monitoring software provider offers:

  1. LDAP support. Look for systems that support LDAP for user identification and auto-provisioning. This capability means that system administrators are relieved of the potentially error-prone task of manually provisioning users in multiple systems.
  2. A web interface that supports HTML5.  Look for systems that permit access to the system from any device (laptop, tablet, smartphone) and enables audio recording playback without any browser plug-in. Playback is native to the web browser being used.
  3. Single-check emailing of media files – Look for systems that provide a single-click emailing of media files from the web interface to the logged-in user. The benefit? All that is needed is the configuration of an SMTP server for sending emails and ensuring that users have an email address configured in their profile.
  4. Auto-Provisioning – Look for systems where auto-provisioning is supported primarily for use with BroadWorks and LDAP. This ensures that users and groups (or service providers) can be automatically provisioned based on incoming recordings or upon a login attempt to the web interface, depending on the platform and configuration.
  5. Quality Monitoring (QM) Scorecard – Look for systems that feature Quality Monitoring (QM) scorecards, which provide a highly customizable set of evaluation criteria for reviewing, coaching and assessing agents based on the content and context of their customer interactions. These scorecards may contain any number of criteria, which can be configured with custom weighting scores or even the authority to auto-fail the evaluation of the call as a whole based on a single criteria.
  6. Media Manager – Look for Media Manager, an extremely flexible tool that allows administrators to set up programs for managing recordings. Media Manager programs provide criteria-based execution of multiple functions such as copying, moving, deleting, or emailing recordings. Some examples of Media Manager typical uses are backing up or archiving recordings, setting up different retention periods for different groups of recordings, centralizing recording files in a distributed architecture, and automatically emailing recordings to their owners.  The execution trigger of these programs may be pre-scheduled (recurring or one-time) or event-driven, such as when a recording ends.

Call recording systems with advanced features such as these can enable users to significantly reduce the time their IT support staff spends on user provisioning and system management. What’s more, these advances can help ensure that supervisors will be able to easily pinpoint specific customer service issues and drive immediate improvements.

 

Free ebook:  How to Select the Right  Call Recording Solution

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

So You Want to be a Call Recording OEM?

Posted by Kevin B. Levi on Apr 22, 2015 10:32:00 AM

Data, data, data: It’s the name of the game these days, whether it’s acquiring it, massaging it, selling it, or analyzing it. We hear the terms “Big Data” and “Data Science” all the time and there’s a reason for that: Almost any organization doing business today wants and needs data – information about customers and employees, information that can help them make better business decisions, improve market share, and countless other uses.

Some organizations are in the data business and for these types of enterprises, call recording solutions can provide a perfect complement to the other offerings they provide. Becoming a call recording OEM can be a smart business decision for:

  • Analytics companies – Call recording can push data from customer interactions to enhance your analytics capabilities.
  • CRM companies – Call recording can provide a rich amount of meta data from customer interactions to enhance trending and reporting capabilities.
  • Workforce optimization companies – Call recording can add the important components of compliance recording and quality monitoring to minimize risk, improve compliance, and enhance customer service.

If you’re a company operating in one of these spaces, how do you select a call recording solution that proves the most appealing to your customers? Based on an analysis of call recording trends, businesses large and small, in a variety of industries, are looking for and can find significant benefit from call recording systems that:

-          Run on commercial, off-the-shelf hardware

-          Provide an open file format, with recordings ported in industry-standard format

-          Offer multiple ways to capture data

-          Can interoperate on almost any PBX switch (Avaya, Cisco, Mitel, ShoreTel, etc.)

-          Have an open API, allowing you to pull data from any CRM system

Of course, as a call recording OEM, you’ll want the best of both worlds: an easy to install, cost-effective solution for your customers and an easy, high-margin solution for you. Such systems do exist: Systems that are low-cost to customers, provide high margins for you, and can be installed and maintained quickly, easily, and remotely. Best of all, these solutions can be easily customized and offer multiple product support tiers. They also offer a GUI that can be branded as your own, which can help to enhance your name recognition and, ultimately, market share.

Call recording can help you expand into new markets, upsell existing clients and expand your overall solutions portfolio to offer prospects even more.

Click here to learn more about how to become a Call Recording OEM.

Topics: call recording, call recording software, oem

Call Recording in a Government Setting

Posted by Kevin B. Levi on Mar 24, 2015 12:10:00 PM

Just like private enterprises, governmental entities often elect to monitor calls that come into or out of their organization. No, we’re not talking about conducting an illegal taping of someone’s private phone conversation with their spouse, but rather calls that are made to a government enterprise that require assistance from a customer service agent or that require an individual to disclose personal financial or health-related information.

digital government resized 600

For most governmental entities, the goal of call recording differs from that of private enterprises, where the chief motive is usually profit. Rather than seeking to drive higher profits, call recording in a government setting is aimed at improving customer service quality – that is, to help guarantee that agents are performing their jobs to the highest possible standards – as well as ensuring compliance with critical regulatory requirements.

Following are some factors to consider when choosing a call recording solution in a government setting:

Regulatory Compliance: As a governmental entity, compliance with regulatory requirements ranks as a top priority. That’s why call recording software can ensure that governmental entities comply with the PCI-DSS (Payment Card Industry Data Security Standard) regulation, which protects consumers from the misuse of their credit card information and carries severe penalties, totaling upwards of $50,000 per infraction. Organizations are also required to be in compliance with HIPAA (Health Insurance Portability & Accountability Act), which protects the confidentiality and security of personal healthcare information, which carries an average penalty of $1,000 per infraction.

Through the power of call recording software, governmental entities can classify calls that contain sensitive cardholder or patient information. The organization can then decide whether to delete calls with sensitive information, restrict access to those recordings to only authorized personnel, and mask or mute only those portions of the interaction when sensitive data is being communicated.

Affordability: Just like in the private sector, governmental agencies must contend with budgetary restrictions and guidelines. Fortunately, what once cost tens of thousands of dollars or more can now be purchased for just a fraction of that amount. Many call recording solutions today provide a cost-effective answer for government entities. When evaluating different options, it’s wisest to choose solutions that offer a small upfront or monthly fee, no implementation costs, no formal training, and no need for ongoing maintenance expenses.

Installation speed: Every organization – from Fortune 500 multinationals to family-owned enterprises – wants things done at the fastest possible speed. That’s true for governmental entities too. Look for a call recording solution that can be up and running quickly, in some cases in as little as 30 minutes, simply by downloading the software from the Internet. Imagine that: no fancy IT specialist required to install the system at your site or someone who must provide hours and hours of complicated training. In a half hour, you could be recording customer interactions.

Scalability: Governmental entities need flexibility and a call recording solution that can be scaled up or down depending on the evolving needs of the organization. In addition, with rapidly advancing technological developments, you need a solution that can adapt with you and can be expanded or contracted when necessary.

 

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Topics: call recording, call recording software, government

Call Recording for Sales Intelligence

Posted by Kevin B. Levi on Feb 19, 2015 7:13:00 AM

Organizations invest considerable resources into attracting and training a top-notch sales and marketing team. But is your team equipped with all the information they need to perform their jobs easily, quickly and, perhaps most important, successfully?

There are numerous ways that organizations can gather sales intelligence – from hiring posh consulting firms to conducting demographic studies, to purchasing massive enterprise systems to crunch reams and reams of data. Most large-scale sales intelligence solutions are designed for companies in the manufacturing, distribution and wholesale sectors, all highly competitive markets where volumes are high and margins are low. These solutions provide unique insight into customer buying patterns, helping organizations to identify and deliver up-sell, cross-sell and switch-sell opportunities. Lady face resized 600

For most organizations, access to this critical information is more attainable than ever, through call recording software. This sales intelligence solution can enable organizations to answer questions such as:

What special offers are my competitors making? Call recording software grants you access into the workings of your competitors. For example, sometimes when a customer or prospect calls into a call center, they’re unsure about whether or not they want to make a purchase and may reveal information about your competition, as in “Well, I get a free 30-day trial when I sign up with XYZ Corporation.” This competitive intelligence can provide your sales and marketing organization with insight to help re-align campaigns or promotions.  

Where do my customers live? A call recording system can help you gather key geographical information that can be vitally important to your sales force. Knowing which parts of the country or the world are most receptive to your products or services will help you better identify specific customer segments, leading to more successful lead generation and closed sales. You can also gain insight into which regions of your customer base have the most individuals who agree to a subscription upgrade or a cross-sell, which can help your sales staff spend their time on the most promising targets.

Are my claims misleading? From recorded calls, you can learn if your call center receives numerous cancellation calls for a specific product. The meaning? Perhaps your sales/marketing messaging around the product is misleading and must be revised. You can use this information to re-train your sales force or revamp your advertising campaign.

 

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Topics: call center recording, call recording

Call Recording: A Business Imperative

Posted by Kevin Levi on Jan 20, 2015 2:59:00 PM

What if your business could have a window into what your customers actually think – such as how they view the level of service you’re providing, or how satisfied (or dissatisfied) they are with your products? Or, wouldn’t it be valuable to have a window into whether your staff is actually performing their jobs as they should? That window exists, and it’s more accessible than you may realize, thanks to call recording.

For businesses big and small, operating across the world or just down the street, call recording can provide critical information for sales and marketing intelligence, customer service, compliance, and staff development. Organizations spanning all industry sectors – even non-profits and government entities – can realize benefits from using a call recording system to capture, monitor, and track customer interactions.

Call recording can enable any organization to enhance its:

Service quality: Call recording captures customer interactions so that managers can see that their people are providing the highest level of service. Recorded calls also help in dispute resolution.

Regulatory and industry compliance: Call recording can help to ensure that the proper procedures – from a PCI or HIPAA compliance perspective – are being followed. This includes guaranteeing that credit-card information and personal data are being properly handled.

Operational performance: Call recording allows managers to screen employees’ activity to identify areas where workflow was hampered or interrupted. It can also assist with staff training and development.

Call recording isn’t just for multinational companies with complicated IT systems and thousands of customer service reps. Small business owners might be surprised to learn that it can take minimal technical expertise or aptitude to install and use a call recording system. For small business owners, the best solutions are ones that:

-Can be remotely downloaded and installed, in some cases in fewer than 30 minutes.

-Need no special hardware; they can run on existing workstations or servers.

-Require absolutely NO maintenance.

-Can be learned and used in minutes; no technical expertise is required to install, operate, or manage the system.

Of course, financial considerations are a concern for any business, global enterprises and sole proprietorships alike. The truth is, today’s technology has evolved to such an extent that what used to take tens of thousands of dollars can now be purchased for just a few hundred. Those costs include a small upfront or monthly fee, but with the right system, there are no fees for implementation, maintenance, training, or troubleshooting.

Ready to take the next step? Then here are some questions to ask when choosing a call recording vendor and solution:

  1. Is the solution designed primarily for a company my size?
  2. Does the solution support multi-site and multi-tenant capabilities, if and when I need them?
  3. What does the implementation process look like and what does it cost?
  4. Is there phone support available in case I have any questions?
  5. How open and interoperable is the solution, given my current IT environment?
  6. Does the call recording vendor have experience with businesses in my industry?
  7. Is the solution designed to address my specific industry and regulatory requirements?
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Topics: call center recording, call recording

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