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IXCloud Records, Stores and Analyzes Interactions Without Physical or Virtual Servers
BOCA RATON, Fla., June 9, 2020 — Numonix, a developer of a versatile interaction recording solution for Unified Communication platforms, today announced the launch of IXCloud for Microsoft Teams, one of the first Microsoft Azure-based, fully managed cloud compliance recording services. Uniquely activated as a fully managed service, IXCloud records, stores and analyzes interactions without requiring physical or virtual servers, thereby enabling instant and elastic scalability to support business growth.
“We are excited to be one of the first providers in the world to offer a fully managed compliance recording solution for Microsoft Teams. Our IXCloud for Microsoft Teams solution empowers enterprises, small- to medium-sized businesses, system integrators, hosted providers and carriers to record all types of calling, meeting and chat scenarios for Teams,” said Avi Margolin, CEO and CTO of Numonix. “In addition, through our Azure-based IXCloud, we are providing a differentiated, fully managed compliance recording service.”
“Whether working on-site or remotely, companies in regulated industries are required to automatically record all communications by regulated employees. With IXCloud for Microsoft Teams, Numonix allows companies to do that, whether those interactions occur within or outside of Teams, while also being able to archive and analyze them,” said Mike Ammerlaan, Director of Microsoft 365 Ecosystem marketing at Microsoft Corp.
IXCloud for Microsoft Teams features many benefits, including:
- Fully managed, native Azure Software-as-a-Service
- Ability to natively record audio, video and screensharing
- Participation in the Microsoft Teams Compliance Recording certification program
- Zero hardware or software footprint
- No server management or maintenance required within your organization
- GDPR, MiFID II, HIPAA compliance with built-in recording notifications and 256bit encryption
- Securely stored data in your choice of more than 15 Azure datacenter regions, helping compliance with data sovereignty requirements
- Ability to instantly scale to support business growth
For detailed information on IXCloud for Microsoft Teams, please visit https://www.numonix.cloud.
Publish Date: June 9, 2020 5:00 AM
Publish Date: May 28, 2020 5:00 AM
While these times are certainly unprecedented, some things must remain the same – namely customer data privacy, compliance and risk management.
With many if not all of your employees likely working from home right now, it can be easy (if not tempting) to let certain items lapse, like interaction recording over VoIP, landline, mobile, Microsoft Teams, Skype for Business, etc. When in the office, your staff’s interactions typically fall under the company’s interaction recording protection. However, when these same people work remotely – such as from home – these same protections probably don’t exist.
While some regulatory policies may be relaxed during this pandemic, they surely will come back into force when things calm down. You don’t want to be on the wrong side of compliance, especially if your customer conversations fall under one or more data privacy regulations such as PCI, HIPAA, GDPR, TCPA and others.
Without the protection of interaction recordings, what your staff does now can come back to haunt you down the road. Imagine a compliance infraction on a patient call, for instance, that could cause you problems a year from now, possibly even a lawsuit. Without the proper recording of that interaction (without any sensitive patient data being captured via mask/mute or pause/resume – aka compliance masking), you could potentially face a significant financial penalty.
Questions to Ask Yourself About Work-at-Home Staff
Assess whether you have the proper level of protection for your work-at-home staff by asking yourself:
- Are employees having potentially contentious interactions which could result in a he-said/she-said dispute?
- Is your staff interacting with customers to collect any outstanding debt?
- Do you have financial staff receiving, transmitting or executing client orders?
- Is any sensitive customer/patient data being shared, such as credit card number, address, pin number, health information, etc.?
- Are your employees discussing financial loans, such as mortgages or lines of credit?
- Do employees participate in interactions that fulfill a contract?
What’s more, you also want to ensure restrict access to your database of recorded interactions from any unauthorized users.
Now is not the time to let your risk management practices falter. Look at your remote employees and the communications tools they use (again, phone, online chat, video interactions) the same way you look at their in-office conversations. If you take this approach, you are sure to protect yourself from future headache and liability.
Publish Date: April 22, 2020 5:00 AM
Publish Date: April 13, 2020 5:00 AM
Although interaction recording software can be quite reasonable when you consider subscription pricing and a low total cost of ownership (TCO), there is an enormous cost for choosing NOT to record customer interactions. This price comes in the form of lost revenue as well as costs associated with dispute resolution, compliance infractions, customer loyalty and agent retention.
A business or contact center that does not currently capture, store and (at least occasionally) review its customer interactions is at risk for costly problems. Here’s what can happen.
Dispute resolution - Customer disputes can negatively impact your organization in a variety of ways. First, it can cost upwards of five times as much to acquire a new customer than to retain an existing one. When you consider your average customer acquisition cost, losing customers can be quite expensive. What’s more, you also must consider the potential lost revenue when customers defect over a contentious dispute. The average success rate for selling to an existing customer is 40-50% greater than selling to a new customer. Even more costly can be the expense of settling the dispute itself. Many times, businesses have to absorb product and service costs to resolve a customer complaint and keep the customer happy and loyal.
Interaction recording software can help mitigate these issues. Your recordings enable you to:
- Evaluate interactions to identify potential problems and help resolve disputes;
- Identify skill gaps that need to be addressed to thwart future disputes; and
- Access real, verifiable evidence you can share with a customer which details precisely what was (and was not) said.
Compliance Infractions – PCI, HIPAA, GDPR and other regulations carry steep price tags when your company is in violation. In the case of Europe’s GDPR, for example, a single infraction can cost your organization 20M euros or 4% of worldwide annual revenue. Think about that for a moment. Such penalties can literally cripple a business. British Airways, for example, was recently slapped with a $237M penalty for a breach of customer data.
Futura Internationale of France was cited for several data privacy breaches. Some of their call center agents used offensive language, some health data was not protected from unauthorized users and data subjects were not informed of the recording of calls.
Without recordings, you virtually have no defense against compliance infractions as you cannot prove your side of the issue. As well, without recordings, you are essentially blind to potential violations by your agents. You can’t fix what you don’t know about.
Capturing all your customer interactions with the versatility to choose which calls are recorded and stored (and for how long) and playback permission restrictions allows your call center to protect customer data. Furthermore, team leaders and QA analysts can uncover potential infractions and those agents committing them so new training and workflow corrections can be instituted to avoid future problems.
It costs upwards of $7,000 to recruit and train a new agent. In some call centers, agent attrition can reach double digits, and in the case of BPOs, it can go as high as 40%. When you elect not to record all your agents’ interactions, you run the risk of not identifying dissatisfied or disgruntled agents before it’s too late. Some agents may feel undertrained while others may feel unrecognized. Monitoring their calls can help you reveal these issues so you can offer more training and incentivize them before they impact your customer relationships and/or leave your organization.
Without recording interactions, whether they be VoIP, landline, mobile or even chat (such as Microsoft Teams), it’s hard to know if your business is incurring a reputation for poor customer service. When inadequate and ill-trained agents are left unchecked, they can wreak havoc on customer loyalty and satisfaction rates.
Issues like these, whether in isolation or when combined, can carry significant monetary, reputational and opportunity-lost consequences – ones your business can’t afford. Interaction recording software, including quality management, can help you avoid these and other avoidable, costly mistakes.
Publish Date: February 17, 2020 5:00 AM
Recorded customer interactions, whether they are landline, VoIP, mobile or chat (e.g. Skype for Business), can be a real savior if your business is ever in a dispute, a legal entanglement or cited for a compliance infraction by a regulatory body. Recordings can prove what was and was not said during the interaction in question.
However, recordings can also serve as a tremendous nuisance and a potential business liability if they are kept for too long. This is why you need a recording solution that has versatility in how long you retain certain types of interactions.
In addition, most regulated industries have specific retention requirements. Here are just a few of the recording retention regulations. There are others.
- Financial institutions and trading houses – U.S. Securities Exchange Commission (SEC) requires broker-dealers to retain interactions for at least six years; Dodd-Frank says five years
- Mortgage Brokers – U.S. Consumer Loan Act requires interactions to be kept for at least three years
- Healthcare – U.S.-based Health Insurance Portability and Accountability Act (HIPAA) requires interactions to be kept for six years
- Utilities – U.S. Federal Energy Regulatory Commission (FERC) requires utility companies to retain “recorded telephone exchanges” for five years
If you do business in Europe, your recordings can also be impacted by the European Union’s new General Data Protection Regulation (GDPR). This consumer privacy regulation requires firms to produce all information (including recorded interactions) containing personally identifiable information (PII) to customers who request it within 30 days. At the same time, these same customers also have the Right to be Forgotten and may request any recordings of them be purged immediately. Therefore, versatility in retention, purging and searching for specific recordings is essential in order to maintain compliance.
In addition, many states also have their own laws that can impact your recordings. For example, the California Consumer Privacy Act (CCPA), which goes into effect on January 2, 2020, is modeled after the European Union’s GDPR.
PII and protected health information (PHI) can also be tricky. Any recording that contains a credit card number, pin number, account number, birth date, hospital discharge date, etc. must be protected from unauthorized users. To ensure this protection, you need versatility in setting permission levels regarding who has access to your stored recordings. Any unauthorized access could cause legal, financial and regulatory scrutiny.
When selecting a compliance recording solution, you should consider certain criteria to protect your organization. In particular, your solution should be able to:
- Record all customer interactions
- Record landline, VoIP, mobile and chat
- Offer versatility in setting recording access permissions
- Mask or mute sensitive portions of interactions (e.g. when credit card data is being captured)
- Offer versatile retention capabilities
- Provide audit trail capabilities
- Encrypt interactions while in transit and at rest
- Offer digital signatures at the recording level (to protect against tampering)
- Offer multi advanced search criteria to locate specific recordings
The financial impact of non-compliance on your organization can be quite significant. Some regulatory violations can cost upwards of 4% of your annual revenue. Lawsuits vary from case to case and can also be quite high, plus there is the risk of losing customers and credibility.
To learn more about Numonix RECITE compliance recording software, please visit us at https://numonixrecording.com/compliance-recording/
Publish Date: December 3, 2019 5:00 AM
In the 1990s and early 2000s, the call center was a second-class citizen within an organization. There’s no refuting that. Its where dissatisfied customers went with their issues and complaints. An afterthought for many businesses, the call center had no revenue-generating capability. In fact, it was largely seen as a cost-center and a liability. Relegated to the “backroom”, those in charge of the contact center did not have a seat in the boardroom. It wasn’t even a consideration at that point in time.
By the early 2010s, new “customer service” job titles arose along with the ascension of the call center’s profile. Chief Customer Officers and VPs of Customer Service made their way into company boardrooms and started having real seats at the table. In parallel, the call center transformed to include outbound sales campaign and inbound sales support functions. This transformation began from a once cost-based call center into today’s service/sales-focused “contact center” which includes email, SMS and chat (for example, Skype for Business) interaction support. Customer interaction centers became strategic assets within the organization and contributors to the bottom line.
Much like the recent elevation of the information security team, the contact center now had a voice and a staunch presence in the organizational hierarchy, and it still does. In fact, considering certain factors, its prominence continues to rise. Bigger budgets are being appropriated to the contact center. Blended agents are being trained to support incoming calls as well as solicit new business through outbound outreach. And contact center agents are being cross trained to manage interactions across different modalities.
Interestingly, however, Aberdeen research shows that only 58% of companies align contact center activities with the rest of their business. This is the key touchpoint which can empower the contact center to become an asset versus a liability. Unfortunately, some department heads still view the contact center as a liability. This needs to change as the contact center has shown it can provide substantial bottom-line value.
According to HubSpot, 63% of businesses struggle with generating traffic and leads. This is where the contact center can help. No longer just a support mechanism, it can serve as a lead generator, cultivator and converter. When agents are properly evaluated and trained, utilizing quality management software, for instance, they can successfully uncover sales opportunities in the form of upselling and cross-selling.
What’s more, the 2020 contact center can become a highly sophisticated gateway or ingress to an organization (inbound) as well as a precise, highly targeted sales outreach mechanism. Well-trained agents are now armed with contextual intelligence about customers as they call in or before the dialer reaches out. They can use this intelligence to generate more revenue from each interaction.
As you can see, what was once a corporate liability is well on its way to becoming a real, strategic, revenue-generating strategic asset with plenty of room to grow.
Publish Date: October 11, 2019 5:00 AM
Are your contact center agents really listening to your customers or are they simply hearing them? It’s one thing to just hear them. It’s quite another, however, to really listen to what callers are saying and engage with them providing useful and appropriate information. When performed optimally, your contact center’s first call resolution rate will increase, reducing the number of calls your agents must handle moving forward.
Live Monitoring for Immediate Improvement
Live monitoring enables supervisors to determine the level of agent engagement. They can also live-coach agents as interactions occur, giving them the option to intercept calls and resolve issues as they happen. Live monitoring also allows supervisors to assess agents on their listening and engagement skills.
Customers often have unique requirements or questions that can be addressed with customized answers in real time. Your agents need to be well trained to handle unique scenarios or problems that may come up during a customer interaction. The 80/20 rule can certainly apply here; however, your agents should closely listen to what your customers are asking and provide thoughtful responses rather than replying with obviously canned responses.
If your supervisors or team leaders do not have time to listen to live calls, another option is to randomly record select interactions (using quality management software) for assessment. This can be done per agent on a scheduled basis, such as per month/week using quality monitoring scorecards to evaluate them. Assessment criteria may vary among teams.
Here are some common questions to use on your scorecards:
- Did the agent ask, “How can I help you?”
- Did the agent repeat or reword the caller’s question to demonstrate a solid understanding?
- Did the agent demonstrate compassion for the caller’s issue?
- Was the caller’s issue resolved fully?
Scorecards to Improve Overall Quality
Agent evaluation scorecard templates can lay the foundation for assessing listening and engagement skills, and your evaluators can tailor the questions as required. Customized scoring with assigned weighted scores enables supervisors to highlight specific skills or weaknesses. Quality scorecards provide valuable insights into agent performance and reveal skill gaps and training needs. Your supervisors can then coach them and provide the necessary training to boost your agents’ skills, such as listening.
Interaction Playback to Increase Coaching Effectiveness
Synchronized, single-screen playback of the call, agent desktop recording and/or chat provides an accurate representation of the interaction for evaluation purposes. Specific sections of an interaction can be highlighted upon playback to demonstrate proper/improper listening, engagement or reactions. Supervisor notes can be added at any point on the call recording timeline (or spanning a period) to address a particular issue and provide coaching.
These are just some of the many ways in which call recording and quality management software can be utilized to assess and improve agent listening and engagement skills. In time, your agents will indeed be listening to and actively engaging with your customers.
Download our ebook: Selecting the Right Skype for Business Recording Solution
Publish Date: August 26, 2019 5:00 AM
Colleges and universities have paying “customers” just like businesses do, and like a business, they need to provide a positive customer experience, or they risk turning off current or prospective students and parents. This includes interactions on the phone and even chat. In fact, while many institutions are forced to turn away would-be students due to over-enrollment, many smaller institutions must compete to fill their enrollment quotas.
Reaching out to prospective students often includes outbound calling campaigns. These agent-to-customer interactions often serve as a primary means of attracting new students, so it’s important to ensure that your agents are doing the best job possible selling students on the merits of your institution. The best way to monitor customer service levels is with quality management and call recording software, which capture interactions enabling managers to assess recorded conversations.
In fact, higher education institutions should consider recording interactions for a variety of reasons, whether the calls are over landline, VoIP or even chat (for example, Skype for Business). These use cases include:
- Verification and dispute resolution – Whether it is the registrar’s office, student housing department, admissions office or campus police, call center agents and university staff field calls from current and future students, parents and others for myriad of reasons – tuition assistance, billing questions, scholarship inquiries, housing service needs, admissions, records/transcripts and more. Many of these calls have the potential to cause issues for the university in the event of a dispute over who said what. Recording these interactions protects the institution and the student/parent.
- Agent performance – Many departments have call center agents and staff members who field and place calls to and from students and parents. Providing a high level of service during these interactions will leave individuals with a good feeling. However, if the call goes south, it can result in negative word of mouth which can quickly spiral out of control potentially causing image problems. Recorded calls enable quality managers to review interactions to reward agents who have done an exceptional job and possibly use those recorded calls for training, or to identify agents with skill deficiencies so they can be addressed through training and coaching.
- Safety and security – You hope it never happens, but bad stuff does happen on campus. When students or their parents call in to complain, express concern or ask for help, having call recordings enables you to garner all necessary and relevant details so you can pass that along to your campus security and/or police departments.
Since your university and its various departments may have specific requirements, you want a call recording system that is flexible and supports your specific needs and works well in your unique environments. Don’t settle for a call recorder that is rigid or offers little versatility. It will cause integration challenges and functionality limitations.
Instead, consider an interaction recording solution that gives you the versatility to record all voice and online interactions, provides an easy way to access recordings, and a secure way to store those recordings.
Publish Date: July 2, 2019 5:00 AM
Legal firms like yours typically record client conversations to track billable hours, as well as for dispute resolution and evidentiary purposes. Some also record their interactions to assess staff performance and monitor client service levels.
Did you know, however, that states have unique rules when it comes to the legality of recording client calls? Some follow the two-party notification rule, which requires all parties on a call to consent to being recorded. Others follow the one-party notification rule, which requires just one party to consent. Click here to view a state-by-state listing of call recording laws.
International laws vary even more and can be quite different from country to country. Some don’t allow you to record calls at all, while others specify which types of calls can be recorded. Here is a resource which may help you further understand country-specific laws. In the UK and Europe, new privacy laws specify what can and cannot be recorded. These regulations include GDPR and MiFID II. We are not a law firm, so please don’t consider this legal advice.
The Need to Record
“86% of the time, law firms fail to collect an email address, and 45% of the time, law firms fail to collect a phone number on an initial call.”
(Law Technology Today)
Law firms should record all interactions to identify these (and potentially other) missteps and prevent them from recurring.
As a legal firm, you obviously fall under a high level of legal scrutiny, perhaps more so than consumer businesses, for example. You need to be sure you and your employees are doing the things necessary to abide by all relevant regulations when recording client interactions. When you consider chat solutions like Skype for Business, the scrutiny goes beyond just the audio part of an interaction. If your staff is using a unified communications solution, you need to ensure all communications channels (chat, voice, video, screen) are compliant.
Here are some of the many uses for interaction recording by law firms:
- Remote, phone-based depositions
- Protect your firm’s reputation (from complaints)
- Resolve disputes
- Prove compliance
- Monitor lawyer performance/knowledge (even sales performance when attempting to land new clients)
- Avoid loss of information
You need a highly versatile and customizable interaction recording solution that will suit your firm’s unique requirements. When selecting a recording solution, here are some important features to consider:
- Record all channels – VoIP, mobile, landline, chat
- Masking and muting – ability to mask or mute specific portions of the interaction when sensitive information is being communicated (such as with PCI Compliance for credit card transactions)
- Audit trail with change tracking and user activity log – to identify all usage of the call recording system and recordings
- Encryption – encrypting recordings while stored and in transit
- Recording retention rates – ability to set specific retention rates
- Permission levels – ability to set permission levels by various criteria to restrict access to non-authorized staff
Contact us today at email@example.com to learn more about interaction recording for your specific legal firm and/or to try our versatile recording solution free for 20 days.
Publish Date: June 14, 2019 5:00 AM
The healthcare industry is heavily regulated, requiring compliance to laws that protect patient medical records and other personal information. Enacted in 1996, HIPAA (Health Insurance Portability and Accountability Act) requires data privacy and security provisions for safeguarding medical information. These regulations apply to health plans, insurance companies, governmental health programs, doctors, hospitals and many other healthcare professionals.
There is a Privacy Rule within HIPAA which applies primarily to collections agencies and contact centers. This is where compliance call recording and quality management solutions can play a big role.
Specifically, the Privacy Rule stipulates that organizations must:
- Notify patients about their privacy rights and how their information can be used.
- Adopt and implement privacy procedures.
- Train employees so that they understand the privacy procedures.
- Secure patient records containing individually identifiable health information so that they are not readily available to those who do not need access and/or are not authorized to view them.
HIPAA protects all ‘individually identifiable health information’ held or transmitted by a covered entity or its business associate, whether electronic, paper, or oral. The Privacy Rule calls this protected health information (PHI).
Examples of this type of personal information can include name, address, birth data, social security number, medical history, medical diagnosis, email addresses, phone numbers, dates directly related to an individual, account numbers, health insurance beneficiary numbers, certificate/license numbers and more.
Whether your staff is interacting with patients/customers via landline or mobile telephone, VoIP or chat (e.g. Skype for Business), all of your interactions should be recorded, encrypted and stored securely in case of a dispute or potential regulatory infraction. Compliance call recording solutions can capture all interactions and allow managers and quality specialists to review the recordings to assess agent compliance. When infractions do occur, managers can work with agents to correct the situation so that it doesn’t happen again.
What’s more, call recording systems with masking, muting, encryption and playback permission restrictions further help ensure any sensitive information that is exchanged during the interaction is not stored on the recording. After all, penalties start at $100 per infraction but can go as high as $250,000 and can include 10 years of prison time.
Publish Date: May 15, 2019 5:00 AM
Most of today’s call recording solutions capture both parties in a single mixed mono recording format. Less than ideal, mono recordings offer lower-fidelity audio and make it difficult to discern who said what – especially if the agent and the customer are talking over one another. A far better option today for most businesses is stereo recording (aka dual channel), in which both parties are captured in separate audio channels (think left speaker and right speaker on headphones). The fidelity with dual channel recordings is much higher, making it easier to distinguish which party is speaking.
Beyond fidelity and voice distinction, stereo recording offers a variety of benefits over mono, including:
- Agent performance management - Being able to listen to one person (in the event two parties are speaking over each other) enables managers and supervisors to listen to just the agent for more precise performance training.
- Dispute resolution – In cases of contentious disputes, it can be invaluable to prove precisely who said what during an interaction. This can allow your organization to amicably settle an otherwise costly disagreement with a customer.
- Proven compliance – In order to prove what was or was not said on the call or over Skype For Business, for example, stereo recording enables you to single out your agent’s voice to accurately verify compliance and avoid potential fines. This can be particularly helpful when complying with HIPAA, Truth in Lending Act, etc.
Powering Speech Analytics
Stereo recording serves as the backbone to speech analytics systems. Without separated audio channels, transcriptions will lose accuracy where accuracy is key. With stereo recording, the transcription engine can isolate the customer’s voice and run analytics against that audio stream alone to garner the unique customer intelligence you require. For example, it means a lot more to identify interactions in which a customer used the word “cancel”, versus an agent. With mono recording, this might not be possible, especially if there is over-talk.
If you want to record your Skype for Business and/or other interactions in stereo for either compliance or quality management, and to deliver audio post-call or in real time to an external application (such as speech analytics), contact Numonix to discuss your options and how our solutions will meet your needs.
Publish Date: April 9, 2019 5:00 AM
According to Gartner, by 2020, 20% of all contact center seats will be based on Skype for Business (S4B). If you are already using S4B in your customer service environment, did you know you can augment the application with a seamlessly integrated call recorder? This will enable you to capture all aspects of your S4B interactions.
The ability to capture and replay your full S4B interactions provides value to you and your contact center in a variety of ways, including:
- Improved agent training. Supervisors can review interactions with agents to validate positive interactions and to provide training on how to handle difficult situations.
- Agent self-evaluation for improved performance. Agents can review their own interactions to gain insights, see if they missed anything and to understand what might have gone wrong, such as if the customer defected.
- Easier dispute resolution. Replayed interactions can help resolve disputes by showing exactly what was said and by whom.
- Seamless interaction between inside and outside sales reps. Inside sales reps can forward recorded sales interactions to the sales rep who is being assigned the sales lead.
- Proven compliance. With the recorded interaction, you can prove compliance with GDPR, MiFID II, PCI-DSS, HIPAA, TSR and more.
- Easier training of new agents. Sharing recordings of successful interactions with new agents helps train them on best practices.
- Easy-to-access best practice sample calls. Replaying best-practice calls before team meetings can boost morale and give under-performing agents ideas for improving performance.
- Customer insights for company-wide knowledge. Enabling business users, such as marketing, sales, R&D and C-suite to listen to recorded customer interactions allows them to stay in tune with the needs and concerns of customers.
- Improve marketing and sales outreach. Review recorded interactions to uncover valuable customer insights to help your sales and marketing teams.
- Support employee reviews. Use recorded interactions in employee reviews to demonstrate improvement opportunities and what the agent did well.
Numonix RECITE interaction recording software can be seamlessly integrated into your S4B environment.
Publish Date: March 22, 2019 5:00 AM
Just last year, several credit unions/financial institutions fell victim to the strict regulations stipulated in the Truth in Lending Act (TILA). In November, members of the Marriott Employees Federal Credit Union brought a lawsuit against the MEFCU for $1 million for violations to TILA. Agents failed to disclose the true cost of mini-loans for which members were allegedly charged an interest rate of 46%. That case is currently pending. In July, Citibank was forced to pay $335 million in restitution to consumers affected by the bank’s practices, which were deemed in violation of TILA. The Telephone Consumer Protection Act (TCPA) is another law which can cause similar problems.
What this shows is that credit unions just like yours are at risk of violating compliance laws when staff are on the phone with current or prospective clients. These laws stipulate what disclosures must be made by the agent on the phone and what things they cannot say. For example, the TILA requires agents to stipulate interest rates, loan terms and late fees.
A great way to be sure your credit agents say the right things on the telephone is to record their calls and review them for compliance. Whether your agents are using a landline, VoIP, mobile device or even Skype for Business, you need to ensure your credit union is armed with the necessary compliance tools. These include 100% call capture, audit trails, synchronized recording of voice, video, screen and chat (i.e., for Skype for Business); and more.
Ensuring Compliance: What to Look For
To monitor your agents and ensure the highest levels of compliance, consider the following features and functionality when purchasing or upgrading your interaction recording solution:
- Secure encrypted storage with 256-bit AES encryption
- Secure, centralized Web access, analysis and administration from virtually anywhere
- Web-based User Interface with easy-to-use controls that provide single screen playback, analysis and quality scorecard access
- Multiple advanced search criteria to quickly locate and play back specific recordings, including searching previously saved searches
- Multi-modality playback enables all interactions to be played simultaneously and viewed on a single screen – for Skype for Business recording, this includes integrated playback of voice, video, screen and chat
- Searchable notes that can be inserted into calls during playback for added clarity and support upon review with the agent
- Live monitoring of agent voice calls for supervisors to provide immediate insights
If you are unsure of what criteria you may require, a Numonix interaction recording specialist can help you assess your needs. Contact Numonix at firstname.lastname@example.org.
Publish Date: February 21, 2019 5:00 AM
Your call center agents and inside salespeople directly impact your business’s relationship with valued customers and prospects on every single call they make or receive. Your employees’ interactions can lead to new sales, upsells or lost sales opportunities, even customer defection to your competition. With some call centers handling hundreds or even thousands of calls each week, it is easy to see how impactful these customer interactions can be to your brand, your reputation and your bottom line.
Internal compliance to company phone policies is essential to your business’s success. To ensure that your customer-facing employees are generating the best possible outcomes during each phone interaction, you need call recording and quality monitoring software. These solutions, which are integrated with your communications software, enable your supervisors and managers to record interactions, as well as store and replay them. This allows them to quickly and effectively assess the skills of your phone-based employees and retrain them on the hard and soft phone skills needed to meet internal compliance and facilitate successful calls.
Standard Internal Compliance Requirements for Phone-based Employees
A call recorder, combined with quality assurance software, helps to ensure that your phone-based employees are in continual compliance. Most medium-to-large call centers have strict internal compliance policies for call center agents and inside salespeople. Some of these internal compliance requirements may include:
- Politely introducing oneself
- Obtaining verbal consent to record the call
- Keeping a positive attitude and staying calm under pressure
- Using proper etiquette
- Precisely navigating desktop applications in the correct order
- Repeating back a credit card number to ensure it is correct
- Locally storing the customer’s CVV2 number (located on the back of their credit card – cannot be stored anywhere per PCI Compliance)
Sales Rep - In addition to the above:
- Adherence to the sales script
- Requesting a follow-up appointment
- Asking for the sale
- Using the would-be customer’s first name when speaking to him/her
- Asking the individual how he/she heard of your company
- Uncovering the person’s underlying challenge/issue
The Solution: Call Recording and Quality Monitoring
The most effective and efficient way to ensure proper adherence to your internal customer service and sales compliance requirements is to capture a sampling of each rep’s interactions and then use skills assessment scorecards to assess and grade each employee. Quality management tools offer these capabilities, and this software is typically integrated seamlessly with the call recorder.
A versatile call recording and quality monitoring solution gives you the flexibility to address your business’s specific technical environment and interaction procedures and policies. Proprietary, limited-functionality products impose unnecessary roadblocks which can hinder your staff’s ability to evaluate compliance.
These are four key criteria to look for in a recording and quality management solution:
- Hybrid PBX recording - centrally recording and storing interactions from a combination of TDM, VoIP, Cloud or even Skype for Business interactions
- Integration capability with third-party analytics solutions – having access to a RECAP API, for example
- Auto-pause during credit card transactions – essential for maintaining PCI Compliance
- Selective scoring and total recording – the ability to record all calls and randomly flag calls for quality assurance. With 93 percent of customer interactions still taking place over the phone (and no end in sight!), it’s essential to deploy the proper tools necessary to tighten up your team’s customer interactions to successfully compete in today’s customer-driven market place.
Numonix RECITE interaction recording solution meets your internal and external compliance requirements and gives you the tools to successfully record and monitor calls for quality, helping to make every call an opportunity for success.
Publish Date: January 22, 2019 5:00 AM
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