With so many employees and call center agents working from home these days, it is important to ensure at-home staff’s work interactions are being recorded, monitored and managed. At the same time, you want to be able to analyze these conversations for customer intelligence and assess staff’s performance to ensure high customer service levels.
Most of these individuals are utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof. You want to capture these conversations remotely and be able to leverage them freely and openly for compliance, customer service, order verification and dispute resolution purposes.
Monitor, Manage & Control
Some vendors make it difficult or even impossible to share your recordings with an analytics solution, restricting your ability to get the most out of your interactions. You want full control of/access to your recordings so they can be shared with the best 3rd party AI vendors for customer experience and speech analytics.
Questions to Ask Yourself
There are several questions you can ask yourself to assess your need to record your at-home agents:
1. Are your agents processing orders with credit cards? [PCI-DSS]
2. Are your agents collecting sensitive customer information? [GDPR]
3. Are your agents offering medical advice? [HIPAA]
4. Are your agents offering legal advice?
5. What types of potential customer disputes could arise?
6. What telephone script are your agents using to collect debt? [Fair Debt Collection Practices Act]
7. Are your agents properly disclosing interest rates on loans? [Truth in Lending Act]
8. What types of orders are your financial agents taking? [MiFID II]
9. What times of the day are your agents making telemarketing calls? [TCPA]
10. What types of promises do your agents make regarding refunds?
Examples of At-Home Interactions you Should Record
Publish Date: May 1, 2020 5:00 AM
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
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