Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Using Call Recording and Monitoring to Meet Internal Compliance Requirements - Numonix - ContactCenterWorld.com Blog

Using Call Recording and Monitoring to Meet Internal Compliance Requirements

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:

Service Rep:

  1. Politely introducing oneself
  2. Obtaining verbal consent to record the call
  3. Keeping a positive attitude and staying calm under pressure
  4. Using proper etiquette
  5. Precisely navigating desktop applications in the correct order
  6. Repeating back a credit card number to ensure it is correct
  7. 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:

  1. Adherence to the sales script
  2. Requesting a follow-up appointment
  3. Asking for the sale
  4. Using the would-be customer’s first name when speaking to him/her
  5. Asking the individual how he/she heard of your company
  6. 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:

  1. Hybrid PBX recording - centrally recording and storing interactions from a combination of TDM, VoIP, Cloud or even Skype for Business interactions
  2. Integration capability with third-party analytics solutions – having access to a RECAP API, for example
  3. Auto-pause during credit card transactions – essential for maintaining PCI Compliance
  4. 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.

Source: https://numonixrecording.com/blog/call-recording-and-monitoring-to-meet-internal-compliance-requirements/

Publish Date: January 22, 2019 5:00 AM


2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020 5:00 AM
IXCloud Helps you Comply with MiFID IIMay 28, 2020 5:00 AM
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020 5:00 AM
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020 5:00 AM
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020 5:00 AM
How Long Should You Keep that Call Recording?December 3, 2019 5:00 AM
Contact Center 2020: Asset or Liability?October 11, 2019 5:00 AM
Are your Agents Really Listening to your Customers?August 26, 2019 5:00 AM
Recording Calls at Universities: What you Need to KnowJuly 2, 2019 5:00 AM
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 11670 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =