8 Questions to Ask a Prospective Recording Vendor

Picking the right call recording vendor can greatly impact your customer service levels, agent performance scores and even your compliance penalties. Not all recording solutions are created equal, so you need key questions to ask prospective vendors when you are looking for a new system or considering upgrading your existing one to ensure you are procuring the best solutions for your needs.

Here are the top 10 questions to ask each potential recording vendor:

1. Do you offer call recording, screen recording, quality monitoring and mobile recording software? You want a modular-based solution that offers all four to support your organization's needs today and tomorrow. Some solutions come all-in-one and charge you for those features you don't need. Modularity is important to ensure you only pay for what you will use.

2. Does your recorder capture calls in single channel (mono) or dual channel (stereo)? Mono records both the agent and the customer on the same channel and overtalk can disrupt you from clearly hearing what each individual says. You want stereo recording which captures both parties on separate distinct channels which can be isolated upon playback.

3. Can the recording system scale up to hundreds or thousands of users? You don't know how many channels of recording you will need in six months, one year or even five years. You need a recorder that can scale with you as you grow. Look for a solution that can support as few or as many as you may need someday, ideally from five to hundreds of thousands.

4. Does the system offer speech analytics and transcription, and/or does it provide an easy pathway to procuring those added solutions? Not all recording solutions offer the capabilities and interfaces to enable a smooth migration to analytics and customer experience management solutions. You may need these added features as your organization evolves. The ideal recording system will provide a smooth pathway for you to enable this functionality when and if you need it.

5.  What is the process and cost for accessing/exporting my recording metadata to third party systems like CRM, conversational analytics, and customer experience management? Some vendors actually charge you to export your own data to these systems. The right vendor for you provides a REST API for easy export to these solutions without any charge. After all, it's your data. You shouldn't have to pay extra to access it.

6. Do you support cloud, premise and hybrid storage of my recordings? Your organization may have different locations (featuring different telephony environments) today or in the future. You need a recording solution that provides the flexibility to capture calls in each location and store those recordings how and where you need them stored.

7. Are there any restrictions on interoperability with my existing communications environment (PBX, ACD, etc.)? Many recording solutions are proprietary black box systems that do not play well with others. Your recording system must easily integrate with your current and future environment without significant customization or help from a costly professional services organization. 

8. Can you please provide a demonstration of the solutions administrative capabilities? Some systems require weeks or months of training to learn how to manage. Your recorder should be easy to learn and operate so you may begin capturing and replaying calls, evaluating your agents, and creating performance reports right away.

If you are unsure if your current or potential recording solution meets the bill, contact OrecX. Our open-source based recording solution is the most open, easy to administer and scalable recorder on the market, and we are now owned by CallMiner, the number one conversational analytics provider on the planet. Our solutions provide a direct pathway to transcription and analytics-as-a-service.

Source: https://blog.orecx.com/blog/8-questions-to-ask-a-prospective-recording-vendor

2023 Buyers Guide

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Consultancies

 

1.)

3D Vision Consulting . Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, p... (read more). Contact Center setup, management and transformation across all key components including Vision & Strategy, People, Technology, Quality, Processes, Communication and Facilities. • Customer Experience strategy, design and implementation across multiple delivery channels. • Design and implementation of full-cycle Ticket/Complaint Management Process/System. • Develop Customer Satisfaction, Staff Satisfaction and Staff Motivation strategy and programs. • Develop end-to-end Business Processes, efficient SOPs and well-structured SLAs. • Build modern customer communication channels including Live Chat, AI Chat Bots, WhatsApp and Social Media Integration. • Design Sales/Telesales structure, process and Sales Incentive Scheme • Develop QA, QC, KPIs, MIS and Reporting parameters. • Digital Transformation strategy, roadmap and implementation. • Building Innovation & Change Management cultures. • Award preparation & representation

2.)	Call Center Masters Giving consulting services to call centers

3.)

ccc by stc Contact Center Consulting and Business Process Management Where other consulting firms end their roles by providing a multi-year road map, ccc goes further by transforming the end-to-end contact center organization. A well-organized contact center ensures continuous value-based delivery for any organization. Through our structured contact center consulting activities, ccc provides you with contact center strategies that are aligned with your vision and mission as a business. Our offerings include: Contact Center maturity assessment Business Process Consulting Technology Consulting Business Process Management as a Service

4.)	CC-CMM Certification Institute CC-CMM Certification

5.)

COPC Service Journey Thinking Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.

6.)	CTCOMM Genesys PureConnect Call Centers, Contact Centers and Cloud Solutions Consultancies

7.)

Customer Support Asia Offshoring Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both: - clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and - clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines

8.)

CX Central Contact Centre Specialist Consulting CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more. Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.

9.)

ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.) Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations

10.)

Lieber & Associates Contact Center Consulting Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.

11.)

Mpathy Plus Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

12.)	Outsourcing Solutions Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers

13.)

PCA Advisors Ltd Contact Center Sales - growth and marketing strategies I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

14.)	Pelorus Associates Marketing Communications Pelorus Associates is a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books, and blog posts.

15.)

proceo.consulting We can help You boost Your business results by: - Building or developing high performing multi-channel customer care operations - Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions - Developing Your teams' skills to excel front and back-office operations and Customer relations - Preparing and executing efficient Voice of the Customer and Customer Advocacy approach - We will help You manage challenges and risks when changes affect people, operations and technology.

16.)

Vads PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

17.)

SCC Services Group Contact Center Operations Performance Management In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex. Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas. Our consulting practice puts emphasis on: - Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Tra... (read more)In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex. Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas. Our consulting practice puts emphasis on: - Contact Center Operational Assessments - Human Capital Management - Organizational Structure - Brand Marketing - Strategic Planning - Sales and Customer Care Training - Technology Selection - Deployment of Technology in Customer Contact Centers. Our client engagements are directed at identifying projects that will have the highest return in terms of profit, productivity, customer and employee satisfaction. In addition to delivering high customer satisfaction, Contact Center management teams are also requested to maintain or reduce operating budgets and get more production from their staffs. To this end contact centers must find ways to become more efficient and flexible then ever before. Based on today’s business requirements and the vast growth in Customer Contact Centers there is demand for expert guidance to assist organizations with the many tactical issues of the day, strategic planning and to act as a resource on current and future projects. If your organization has a need for Contact Center Consulting, Brand Marketing, Human Capital Assessment and Development, Application Development and Integration, Outsourced Services or Sales and Customer Service Training, SCC Services Group brings a unique brand of expertise to the table based on years of “real life” experience and is in position to fill this demand for start-up, growing or under performing operations.

18.)

The Taylor Reach Group Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact cen... (read more)Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project. Taylor Reach has worked with contact center and customer service organizations as small as 4 agents and as large as 24,000. We have worked with leading brands, not for profits, governments and advised industry leaders in multiple verticals. Our services include; Customer Experience Assessments and Benchmarking Contact Center Strategic Assessments Contact Center Audits and Benchmarking Training Curriculum Design and Development Technology Selection and Acquisition Operational Model Development Omni-Channel, Multi-Channel Outsourcing/Offshore Suitability Assessments In-Sourcing Assessments Home Agent Assessment Process Improvement Knowledge Management Site Selection Organizational Design & Development Best Practices Whitepapers & Research Projects, More than 15,000 call/contact center agent positions globally employ Taylor Reach designed contact centre operational models; we have the knowledge and experience to help your center management.

 

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