ORECX CALL RECORDING BLOG

Call Recording for BPOs

Posted by Kevin B. Levi on May 6, 2019 2:03:13 PM

The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Outsourcers take on the responsibility of handling another business’s sales, or customer service, and often times even the client’s compliance responsibilities and liabilities.business-process-outsourcing

In many cases, these service organizations are taking over a role their clients cannot manage on their own or don’t want to handle any longer.  Therefore, BPOs are under enormous pressure to over-perform each and every day just to retain clients.

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

In short, consider solutions that offer:

  • Broad functionality to meet the varying needs of a diverse client base
  • Ability to lower operating costs while still meeting service level agreements (SLAs)
  • Affordability, as budgets are tight in order to maintain profitability
  • On-the-fly implementation, as down time is not something that can be afforded
  • World class support services when they are needed
  • Low ongoing total cost of ownership (TCO) with minimal-to-no maintenance required
  • Full, open interoperability with other systems - CRM, speech analytics, etc.
  • Flexible, subscription-based pricing
  • Graphical user interface (GUI) customization
  • Open file format so you can share recordings with your client(s)
  • Multi-tenancy

When considering adding or upgrading your call/screen recording system, there are a number of criteria to look for in a solution.  A solution with these features and functions will provide you with the necessary tools and capabilities to manage risk, settle disputes, improve agent compliance, verify orders and streamline operations. 

  • 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
  • Scalability to thousands of seats (whether through one logger/server or by linking multiple devices)
  • Compliance-ready – Ensure the system has masking or muting capabilities to protect personally identifiable information for PCI-DSS, HIPAA, GDPR, etc.
  • 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
  • Open platform (i.e. open API) so you can easily integrate the recorder with your 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
  • Integrated voice and screen recording with simultaneous playback
  • Open web interface with support for any browser, including mobile; and also internationalization
  • Modular components to remove complexity and cost associated with bundled applications
  • Open data model with ancillary features and processes, along with enhanced meta data for pre and post call processing
  • Live monitoring so supervisors or even clients can listen in to live customer interactions
  • Interoperability with virtually any communication system/PBX

Free ebook:  How to Select the Right  Call Recording Solution

The Power of Voice in your Outbound Omni-Channel Strategy

Posted by Kevin B. Levi on Mar 26, 2019 10:59:25 AM

Outbound sales and marketing campaigns today leverage just about every communication channel when it comes to connecting with customers and prospects - email, voice, SMS, chat, social media, etc. Employing an omni-channel communication strategy helps organizations reach target buyers more effectively, by covering all bases - so to speak. One thing remains clear, however, and that is that voice is still king. There is no doubt about it. In a world of marketing and sales automation, automated dialers are the heavy lifters as they enable businesses to efficiently connect with an exponentially larger pool of individuals. 

Recorded-voice

Call recording and speech analytics capabilities enable campaign designers (call center managers, inside sales directors, marketing managers, etc.) to leverage past interactions to devise future campaigns that will resonate with target buyers. Without recorded calls and speech analytics data, managers cannot fully understand how called parties are feeling during an interaction, nor extract all of the valuable intelligence recordings offer. Recorded voice provides an element of emotion detection and keyword spotting that other communication channels simply cannot. 

Voice pitch, spoken phrases, long pauses, etc. help assess what a potential buyer is really thinking, so supervisors and managers can gain a real understanding of a campaign's success or failure and the potential root causes for each. Future campaigns can then be adjusted accordingly to increase the likelihood of success, by not repeating past mistakes.  

When selecting a call recording and speech analytics system, look for these capabilities to help you optimize your outbound campaigns:

1. Open API for easy and smooth integration of the recording engine and the speech analytics tool

2. Customizable data visualization and reporting tools

3. Multi-dimensional searching 

4. High fidelity, dual channel stereo recording (most call recorders only have mono) 

5. Voice analytics auto-tagging

5. Free and unrestricted access to recordings

6. SIPREC recording

As you move forward with your omni-channel customer engagement strategy, be sure to leverage the full power of recorded voice to increase your sales and marketing success, while also boosting customer satisfaction.

 

35 Call Recording Questions (infographic)

 

 

 

Is Call Recording Illegal Now?

Posted by Kevin B. Levi on Feb 25, 2019 10:53:26 AM

Recording calls is not illegal in the U.S. or in most countries in the world. However, in many instances you need to first ask for consent. Some regions require notification by only the caller, while others (primarily in the U.S.) require 2-party consent - meaning everyone on the call must give their consent before a recording can start.sales-call-recording-map-0818-1024x713

Here are some highlights of laws in different regions:

  • In the U.S., 11 states mandate two-party consent: California, Delaware, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania and Washington. The remaining states require single-party notification. Other laws such as PCI-DSS (credit cards) and HIPAA (health information) impost additional restrictions.
  • In India, there is no mandate on recording calls in general
  • In Australia, you can't record calls at all, according to The Federal Telecommunications Act 1979.
  • In New Zealand, you can record and no consent is required.
  • In England, the laws have recently become much more stringent with the advent of two new regulations: GDPR and MiFID II.

Learn more by downloading our comprehensive ebook.

ebook - Call Recording Laws Around the Globe

Speech Analytics Starts with Call Recording

Posted by Kevin B. Levi on Jan 30, 2019 10:11:12 AM

Speech analytics technology requires quality audio going in for quality transcription and analytics to come out. This all starts with the call recording itself. The audio must be crystal clear or the transcription will be off and the resulting intelligence will be flawed. call-recording-audio

The clarity of the recorded call comes down to several factors, including the audio acquisition itself. Most call recording solutions capture telephone calls in mono format. This means both parties on the phone are recorded on the same channel. This can cause problems when it comes to transcription. The system cannot always ...

Read the full post

Coach Agents More Effectively: 5 Steps to Master Asynchronous Call Review

Posted by ExecVision on Jan 29, 2019 11:03:16 AM

Coaching agents at scale is no easy feat. Between administrative tasks, meetings, and your own workload, there is little time left in the day to focus on individual agents.

Instead, leaders resort to fly-by coaching, whisper/barge, and the ol’ trusty headset splitter to give agents feedback. The problem with these methods is that A) They put your reps on edge and B) Coachable moments don’t always appear when you’re paying attention.image-from-rawpixel-id-61630-jpeg

This is why asynchronous call coaching is the ideal method for driving agent performance improvement. Leaders can listen to calls between meetings and then provide the agent with constructive feedback during 1:1 meetings.

Step 1: Getting Started with Asynchronous Coaching

The most important part of asynchronous call review is making sure you have access to your team’s call recordings. If you do not have access already, speak to your IT department to find out what the process looks like.

Conversation intelligence tools like ExecVision are a huge time saver for asynchronous coaching. Instead of digging through folders of calls, you can easily locate those calls where agents have asked for feedback, maximizing your time spent coaching.

Step 2: Put Your Team to Work

Once you have access to call recordings, it’s time to put your agents to work. Using quality monitoring software, you can arbitrarily review two calls per week, for example, per agent. These calls can be chosen automatically based on length, time of day, keyword spoken (i.e. “cancel my order”) and so on.

Step 3: Put in Your Headphones

Even when you have the calls you want to review, it can be difficult to find the time to listen to them. Block out a few hours each week specifically for listening to calls. Many leaders find first thing in the morning or right before they head out for the day to be good time slots.

If big chunks aren’t feasible for your schedule, get crafty with those ‘dead’ minutes in the day. Meetings often end earlier than expected, giving you a few minutes to listen to a call and provide some feedback. Evaluation forms and coaching tools can help formalize this process. The time is there if you make it.

Step 4: Providing Constructive Feedback

The feedback sandwich is dead, folks. However, you should still lead with something the agent did well. Science shows that leading with criticism releases the stress hormone cortisol. This blocks the agent’s ability to really hear what you’re saying.

When providing constructive criticism, it’s critical that you coach no more than two skills per session. Any more than that and the agent will feel overwhelmed and fail to make the suggested improvements. Choose the two things that need the most work or consider a mix of low-hanging fruit like reducing filler words with something more difficult.

These ground rules should be followed regardless of your coaching delivery method.

Step 5: Delivering Coaching to Agents

Coaching doesn’t always have to happen face-to-face. In fact, it’s good to provide feedback through different channels. This way, you cover kinesthetic, visual, and auditory learners, allowing your coaching to stick better.

When you do have 1:1 coaching sessions, it’s critical that you lay ground rules for the meeting. This means no disciplinary actions, no personal attacks, and no committees. Keep it to one or two coaches in each session.

One of the most effective ways to open a session is to ask the agent how he/she thinks the call went. Self-realization of poor skills is significantly more powerful than being told you’re not good at something.

When you are coaching via a conversation intelligence platform, email, or other asynchronous method, take into account your coaching style. Some managers prefer to leave very short sentences as comments they’ll elaborate on during a 1:1. Others will write longer paragraphs about what the rep did, what they can change, and even include resources they can check out for additional help.

The Power of Asynchronous Call Reviews

When it comes to call coaching, asynchronous is miles ahead of ride-alongs and headset splitters. Managers and leaders can locate coachable moments rather than hoping one comes up as they listen in.

Asynchronous coaching empowers agents to take ownership of their professional development. If they’re enabled to choose what calls they’re coached on, they’re much more receptive to the feedback you give them. This is a win-win for everyone and makes it much easier for managers to coach even their best reps.

How are you coaching your reps? Share your best practices in the comments.

Call Recording: An Agent Empowerment Tool

Posted by Kevin B. Levi on Jan 23, 2019 11:54:55 AM

Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?Call-center-agent

Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents. For aspiring and self-aware customer service/sales agents, call recording can be one of their best utilized tools in terms of their overall job performance. 

These assertive and performance-conscious agents can directly benefit from call recording in a number of ways, including:

  • Performance - A self-starting, diligent agent can go back and review his/her past calls to review select portions of interactions to see what went right and what went wrong. For instance, if the agent has a customer cancel his/her order, perhaps there was something the agent could have said to retain the customer. Going back and listening to the call will help the agent understand what was/was not said so he/she can perform better in the future and perhaps avoid cancellations. 
  • Liability - With their calls being recorded, agents have a record to prove what they said and did on a particular call, should their actions ever come into question. Suppose a customer claims one thing was said and the agent knows that isn't correct. He/she can access the call to prove what really happened and avoid accountability.
  • Senior Management Visibility - Suppose a sales call center agent closes a big sale or miraculously retains a would-be cancelling customer. The agent is likely to receive praise from his/her supervisor. With the recorded call, he/she may also gain some visibility at the senior management level. Vice Presidents of Sales (as well as VPs of Customer Service and Marketing) have been know to listen to select call recordings to gain a pulse on what customers are saying about buying behaviors, product preferences, competitive offers and so on. They also can listen to these all-star sales calls, thus giving the agent senior level visibility which can go a long way toward his/her advancement in the company. What's more, these calls also have the potential to make their way into the best-practice calls library for training new agents. This provides even further visibility for the agent.

If you are a call center manager or supervisor, make sure your agents (sales or customer service) are leveraging their recorded conversations in these ways. It is sure to boost morale and improve their performance.

     Download "Critical Business Intelligence from Call Recording" ebook

 

 

13 Call Recording Reports You Should Be Generating

Posted by Kevin B. Levi on Jan 4, 2019 11:30:19 AM

It's a new year and that means new opportunities! Put your call recording system to work for you. Here is a list of potential call recording reports to consider generating in your contact center to garner the customer intelligence you need. To take advantage of some of these report ideas, you need to integrate (easily with an open API) a third-party speech analytics solution with your call recorder. Together, you can uncover much more specific business insight. Report_Image

Focus of Call Recording Reports:

[Does not require speech analytics...]

  1. Calls resulting in an up-sell (use these as best-practice calls)
  2. Calls resulting in cancellation (identify root cause)
  3. Calls in which a credit card number was taken (ensure proper compliance)
  4. Repeat calls from the same customer in a given time frame (was their issue not correctly resolved?; ensure customer satisfaction)
  5. Calls with more than 2 transfers (are the agents not properly trained?)
  6. Calls lasting more than 10 minutes (is the agent having issues addressing the caller's needs? Is there a need for retraining?)

[Requires speech analytics...]

  1. Calls in which "not happy", "unhappy" or "ridiculous" was spoken by the caller (immediately identify at-risk customers)
  2. Calls in which "competitor" or the names of competitors was/were spoken by a caller (uncover competitive intelligence you can share with sales and marketing teams)
  3. Calls in which a specific promotion was mentioned by the caller (garner feedback to share with sales and marketing teams to assess promotion performance/success)
  4. Calls in which "never said", "never authorized" or "not true" were mentioned by the caller (identify calls in which a potential dispute could arise)
  5. Calls in which "privacy" or "private" was mentioned by the caller (identify data privacy concerns from customers to enrich your privacy policy)
  6. Calls in which the agent or caller's voice exceeded a set voice-pitch threshold (identify at-risk customers)
  7. Calls in which "don't understand", "do not understand" or "I'm confused" was mentioned more than once (identify agents in need of more training)
     Download "Critical Business Intelligence from Call Recording" ebook





 

 

OrecX Listed as One of Top 8 Open Source Call Center Software and Applications

Posted by Kevin B. Levi on Dec 17, 2018 10:58:00 AM

Open-Source-Call-Center-Software

Throughout the course of a given day, call centers agents make use of a seemingly endless number of solutions, tools and applications in an effort to better address the needs of the customers they work with. Generally speaking, a trend has emerged over the last few years that has seen the functionalities of these applications combined into single, seamless platforms. 

Yet there still exists (and there will likely always exist) a sizable user base that is searching for alternatives to traditional call center software, specifically independent applications to empower their efforts. They’re looking for solutions that support the way they like to work, rather than being forced to change the way they work to make up for certain absences in the technology they have in front of them.

For those people in particular, open source applications have emerged as one of the single best ways to enable businesses and their IT departments to not only customize and modify their tools and functions, but to transform and integrate them into the systems they’re already using to bring everything together.

NOTE: OrecX appears toward the end of the article in the section titled "The Best Open Source Call Recording".

Read the full article.

How are you Improving Service in 2019?

Posted by Kevin B. Levi on Dec 12, 2018 11:39:09 AM

While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat...), voice is still the number one communication channel. Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason.

2019

Heading into 2019, you need to ask yourself, "What am I going to do different this year in my call center to improve my customer service levels?" You can't keep doing the same thing and expect different results. Recall Albert Einstein's quote about insanity. 

A good place to start in 2019, if you haven't done so already, is to consider deploying quality monitoring and screen recording software, so you can begin assessing your call center agents' performance when interacting with customers. These invaluable tools will provide much-needed visibility into the customer experience, so your call center managers can fix what isn't working. Suppose your agents are being slowed down by complex desktop navigation through the various customer service apps they must access. This is a correctable issue, but without this type of software, you would never know uncover the root cause of your increasing average handle time (AHT).

Here are some important customer service statistics to get you motivated to try something new in 2019:

  1. 54% of customers have higher expectations for customer service today compared to one year ago (2017 State of Global Customer Service Report)
  2. 73% of customers want to solve product or service issues on their own. (Aspect Software)
  3. Companies lost $75 billion in 2017 from customers switching to competitors due to bad customer service. (Newvoicemedia.com)
  4. Increasing customer retention rates by 5% increases profits by 25%-90% (Bain & Company)
  5. Customer experience will overtake price and product as the key brand differentiator by 2020 (VisionCritical)
  6. U.S. companies lose more than $62 billion annually due to poor customer service. (Newvoicemedia.com)
  7. After one negative experience, 51% of customers will never do business with that company again. (Newvoicemedia.com)
  8. It is anywhere from 5 to 25 times more expensive to acquire a new customer than it is to keep a current one. (Harvard Business Review).
  9. After having a positive experience with a company, 77% of customers would recommend it to a friend. (Temkin Group)
  10. 75% of customers believe it takes too long to reach a live agent. (Harris Interactive)

Let 2019 be the year you hit your customer service numbers out of the park.

 

35 Call Recording Questions (infographic)

 

Selling CRaaS Yet (Call Recording as a Service)?

Posted by Kevin B. Levi on Dec 3, 2018 11:37:55 AM

Cloud service providers (aka communication service providers) are becoming commonplace in business today as companies seek to migrate much of their data, storage and applications from premise to cloud. Service providers who can offer the broadest range of services have a better chance of attracting and retaining customers, as it is all about average revenue per user (ARPU). The more complete your portfolio is, the more competitive advantage you will have.5-tips-for-choosing-a-cloud-services-provider_0

The business world is also adopting cloud call recording technology at a similar rate. Most Fortune 10,000 companies already have it, but many small to medium-sized businesses do not. As a service provider, you have a grand opportunity to start offering call recording as a service (CRaaS) to your existing customers and to net-new ones. The added service will enable you to increase ARPU and expand your stickiness with current users and allow you to attract a new set of customers, and therefore, extend your customer base. You can begin targeting new industries, buyers (VP of Customer Service, Compliance Officer, Call Center Manager) and regions.

While almost any industry will find value in a call recording system, the more highly regulated industries tend to be heavier adopters, such as financial, healthcare, insurance, legal and utilities. 

As a CRaaS provider, you will be helping businesses address a number of critical business challenges that continuously cause headaches, including:

  1. Customer service quality
  2. Dispute resolution
  3. Compliance (PCI, HIPAA, TSR, GDPR, MiFID II...)
  4. Order verification
  5. Risk mitigation

Here are some questions you should ask your cloud call recording provider to ensure you are selecting the best partner:

  1. How many cloud service providers do you currently have as clients?
  2. How long have you been serving the cloud service provider market?
  3. What margins can I expect when reselling your call recording solution?
  4. How flexible and affordable is your licensing model?
  5. How long have you been in business?
  6. What makes your cloud call recording solution better than the rest?
  7. Can I re-brand your call recorder as my own?
  8. What compliance capabilities do you offer?
  9. What does the installation/procurement process look like?
  10. Do you offer SIPREC recording?

 

ebook: Increase ARPU  with Hosted Call Recording

 

 

 

 

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