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:
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
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
|9.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
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