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Compliance Recording AND Quality Monitoring? - OrecX - ContactCenterWorld.com Blog

Compliance Recording AND Quality Monitoring?

Today’s contact center is a complex organization with a number of moving parts, all designed to help customers and sell prospects.  As such, contact centers need various tools to help them facilitate day to day operations and to continue to move the needle toward being a “profit center” and away from being a “cost center”. 

In addition to Workforce Management and Customer Relationship Management software, there is a real need for compliance recording and quality monitoring software – sometimes one or the other and sometimes both.  Respectively, these tools help the contact center maintain regulatory compliance and mitigate costly disputes; and also improve agent performance and deliver quality customer service.

Ideally, contact centers should have both compliance recording and quality monitoring. Together, these tools fully empower the contact center to be a real asset to the organization, and at the same time, protect it from undue scrutiny and liability.

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Compliance Recording

Companies across many industries (primarily healthcare, financial, insurance, utilities and government, retail) choose to record ALL OF THE CALLS their employees/agents are having with customers and prospects.  These audio recordings are then stored securely and kept for a predetermined period of time in order to:

  • Protect the company from he-said/she-said disputes
  • Verify order authorization given by a customer, in case a question arises as to whether the customer gave such authorization.
  • Verify industry or regulatory compliance, for such mandates as PCI-DSS (credit card number privacy), HIPAA (health information privacy), Telemarketing Sales Rule (solicitation protection), GDPR, MiFID II and others.

Having the ability to access a specific recording from a particular conversation can be a lifesaver for the company in terms of proving its innocence.  Without such a record, businesses can suffer lofty penalties, fines and loss of privileges (loss of credit card merchant capabilities, for instance) and so on.

Some companies choose to record just the audio of every customer conversation, while others elect to capture both the audio and the agent’s screen activity for more visibility into the actual interaction.

Quality Monitoring / Assurance

Contact centers are only as effective as the service they provide to customers and prospects.  As such, most contact centers elect to employ quality monitoring software which automatically records a SAMPLING OF CALLS per agent so those interactions can be evaluated for quality purposes.

This so-called “selective recording” can be triggered in a number of ways, all predetermined by the organization.  Three calls per week per agent can be automatically captured, for example, or administrators might elect to capture five calls per month, one from each part of the day, for instance.  The idea is to only capture a sampling of calls and later evaluate them for quality assurance.

These captured calls can also serve a number of other purposes for the contact center, such as:

  • Assessing how well agents are interacting with customers
  • Identifying agent skill gaps and areas for additional training
  • Understanding how effectively your processes and technologies support customers
  • Identifying areas to improve operational performance and customer interaction workflow
  • Generating customizable performance reports to enhance decision making
  • Improving business processes
  • Identifying root causes of issues so immediate action can be taken to remedy the problem.

Compliance Recording + Quality Monitoring:

By far, the most comprehensive way to ensure the contact center is operating at its highest level across the board is with a combined solution of both compliance recording and quality monitoring software.  This arms the contact center with all the tools it needs to ensure compliance, mitigate risk, improve agent performance and ensure the very best customer service possible.

Source: https://blog.orecx.com/blog/compliance-recording-and-quality-monitoring

Publish Date: November 5, 2018 5:00 AM


2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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