Several speech analytics vendors are now offering their solutions as a service. So-called Speech Analytics as a Service (SAaaS) presents a unique opportunity for businesses to mine their customer interactions for business intelligence and customer insight without the significant capital outlays and time required with premise-based approaches. Moreover, with so many agents working from home these days, SAaaS can also mine remote interactions.
Regardless of where the interactions take place, however, it all starts with audio capture and recording. To most effectively leverage a cloud analytics platform, you want to ensure you're choosing an audio capture solution that offers hi-fidelity audio, unrestricted access to your recordings and control over how that unstructured data is shared with a transcription and analytics engine.
With this level of audio quality, access and control, your business can easily and effectively uncover root causes of service failures, potential compliance infractions, customers at risk of defecting, agents in need of additional training, and so on.
What's more, with the right audio capture system and SAaaS solution, you can be up and running with recording and analysis in mere days, instead of weeks or more with premise based products. Any updates to the software will be instantly accessible, and your IT team is freed up to focus on other projects.
A non-proprietary audio capture solution not only provides unrestricted access to (and control over) your recordings, but it can also be used with several speech analytics vendors at the same time. Suppose you use one vendor for real-time authentication, another to monitor 'voice of the customer', and yet a third for advanced analytics? The same audio capture engine can work across all of these vendors simultaneously. This helps you reduce costs and streamline your analytics program.
Interested in learning how a standalone audio capture solution can impact your business? Click the button below.
Publish Date: May 4, 2020 5:00 AM
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
The Covid-19 pandemic has radically changed the day-to-day working landscape of the Financial, Insurance and Medical industries. While its impact on Medical may seem a bit more obvious, there are various scenarios which you may not be thinking of. The same goes for Financial and Insurance professionals. Most of these individuals are having to fulfill their work duties from home, utilizing VoIP, softphones, mobile phones or landlines - and sometimes a combination thereof. This can cause some unknowing issues.
What this means is that many critical business interactions with customers, prospects and partners are going unrecorded. This absence of proper call recording software can have a significant impact on an organization's ability to capture some or all of these conversations to ensure regulatory compliance (HIPAA, PCI-DSS, GDPR, MiFID II, TCPA...) or prove what was said in order to resolve a potentially costly dispute.
Just think for a minute about the types of interactions professionals in these industries might be having, which their organizations would surely want (or need) to capture and store:
It is very easy to see how problematic some of these critical discussions can be if they are not properly recorded, stored and accessible when needed to resolve a dispute or prove compliance, for example. What's more, some of these interactions must be recorded under regulatory guidelines. Still, some conversations must be captured, while only recording certain portions of the calls. For instance, financial interactions in which a credit card number of given over the phone cannot have that portion of the interaction recorded. The same goes for insurance or medical interactions in which sensitive patient information, e.g., is given. These sensitive interactions require call recording software which can properly pause/resume or mask or mute sensitive portions of conversations.
During these times of worry and uncertainty, make sure your work-at-home employees are being properly recorded for peace of mind and to mitigate avoidable liability issues.
Publish Date: April 6, 2020 5:00 AM
BPOs have among the highest agent turnover rate in the contact center industry. This issue can cause significant cost pressures to the customer service organization as it can cost upwards of $7,000 to on-board and train a new agent. And when they leave, all of that learning and knowledge is lost.
Fortunately, call recording and high-fidelity audio streaming can help improve agent satisfaction to help you keep your staff happy, while at the same time improving customer satisfaction.
When considering recording/audio capture solutions for your BPO business, it is important to maintain control and access to your quality data as you aim to identify agent strengths and weaknesses in order to improve training and enhance service levels. This means you want software that offers full, open interoperability with other systems such as speech analytics, conversational AI and voice biometrics to help you leverage your data.
Additional considerations include:
With the right solutions in place, your team leaders, supervisors and QA analysts can significantly impact agent satisfaction. The result is happier employees that want to stay with your organization.
Here's how to utilize your recording and audio capture platform for the biggest gains in satisfaction:
These are just a few of the ways you can leverage the right audio recording/capture solutions to improve agent satisfaction and minimize employee churn.
Publish Date: February 10, 2020 5:00 AM
If your contact center or enterprise is like most others, you have call recording software in place to capture your customer interactions for compliance, customer service and dispute resolution purposes.
Like most, you also likely have some common issues from time to time which require troubleshooting, such as:
All of these problems can require hours and hours of your IT support team getting on the phone with the call recording vendor's support team trying to troubleshoot the issues. This takes your technical staff away from other important projects. It also disrupts certain workflows that require access to high quality call recordings.
Let 2020 be the year you put an end to all of these call recording challenges.
Try OrecX free for 30 days. Our call recording software installs in just 30 minutes and requires no maintenance. Our clients don't have the issues listed above. Our software just works.
Publish Date: December 30, 2019 5:00 AM
Many businesses today record some or all their customer interactions for compliance (PCI, HIPAA, GDPR, etc.), quality assurance, or dispute resolution. Others use their recorded conversations for business intelligence. There is truly a myriad of reasons for recording calls.
One you may not be thinking of is the notion of competitive differentiation. That's right, leveraging your recordings for the purpose of increasing your competitive advantage. It's kind of a different way of looking at things. In doing so, you can better demonstrate your recorder's value to your management and potentially free up some budget for advanced features like speech analytics or even mobile recording.
Let me explain a little.
One of the most prevalent uses of recorded customer interactions is to assess agent performance for the purpose of uncovering skills deficiencies and workflow issues. Call and screen recording are really the only tools you can use to assess these areas without having to sit right alongside each agent for every call.
When you identify problems using call recording, you can not only correct them but also dramatically improve upon them. If your current workflow, for example, is causing longer average handle times (AHTs) than you'd like, don't just tweak your existing workflow - overhaul it and make it far more efficient. There is no excuse for not doing this, and when you do, your AHT will go down, your net promoter score (NPS) will go up, and your customers will be happier. The result is competitive differentiation in the form of customer satisfaction and a more positive public reputation.
Your inside sales team is the tip of the spear when it comes to prospect outreach and lead generation. Their effectiveness has a direct line to your bottom line. A finely tuned inside sales team can be the difference between hitting your annual sales quota and falling short.
When you record all your inside sales calls - whether inbound or outbound - you are capturing the full conversation, not just handwritten or typed notes. Think about that. You have the complete interaction documented as it happened and can share the recording with your outside reps who will work the deal. Instead of relying on the inside sales rep's account of what happened on the exploratory call, the rep can listen to the interaction and hear for him/herself. This ability to hear the call first-hand, helps bolster sales success.
We all know that sometimes customer conversion all comes down to price, and in some cases, your competitors may offer discounts which they don't publicly disclose. Having this information would help your sales and marketing team adjust your promotional pricing to better compete. Not having this puts your teams in the dark, and the result could be lost business without knowing why.
When you record your calls and employ speech analytics, you can automatically identify any interactions in which the customer/prospect mentions one of your competitor's names. Sometimes, along with the competitor's name, the individual may disclose the competitor's pricing or special offer. "Well, XYZ company is offering a 30% discount this week." You can share these recordings with your sales and marketing teams. The result is more competitive pricing and more new customers.
These are just a few of the ways that call recording software can help your business - regardless of industry or size - better compete for mind share and market share.
Publish Date: December 9, 2019 5:00 AM
Speech analytics software is being used all over the contact center landscape, and not just by enterprises anymore. Auto-transcription and keyword spotting are enabling customer service teams to identify defecting customers, identify up-sell opportunities, collect meaningful competitive intelligence and more.
None of this is really news, however, to professionals in the contact center space. But what is new is the fact that you need stereo call recording to optimize the results of the audio transcription for speech analytics. Quality in, quality out. With traditional call recording, both the agent and the customer's voices are captured on the same channel. When there is over-talk, say during an argument, the transcription tool is unable to discern who is speaking and what is being said. This can be an issue for many businesses.
Suppose during the over-talk in a heated discussion about a dispute, the customer says the words "It's my fault". Those keywords could help the organization avoid a lawsuit, but without dual-channel, stereo call recording, those words would never be captured or heard. Here's another example. Imagine if a customer utters the words "I'm done", "I'm leaving" or "I'm cancelling" during an argument, and the agent was speaking at the same time. Those vital phrases would never make their way to the customer retention team, and that customer could be lost forever, to a competitor.
Stereo recording actually improves speech to text, keyword and phrase spotting, speech analytics, and voice biometrics. It high fidelity audio capture capabilities support upper-end audio sample rate formats such as G.711 and OPUS, so you're recordings will feature the highest quality, clearest audio for both transcription and quality monitoring.
So many contact center today unknowingly rely on mono call recording solutions to power their speech analytics. It's true. This is a fundamental flaw in one's customer service strategy that ought to be reviewed and reconsidered.
Publish Date: October 28, 2019 5:00 AM
State call recording laws in the United States can vary greatly from one state to another. Thirty six states have one-party consent rules while the remaining states have an all-party consent policy. As many of your U.S. based conference calls can consist of parties from multiple states, it is important to understand the laws from each state.
Here are some resources to help you understand the state call recording laws:
OrecX is simply providing public resources to help you understand state call recording laws. We are, by no means, providing any type of legal advice.
Publish Date: September 30, 2019 5:00 AM
Call recording software most certainly provides value to call center managers, supervisors and even business users in the form of customer intelligence, agent performance, sales and marketing data, etc. The same holds true for agents themselves. Sure, it is true that many agents don't like the fact their customer interactions are being recorded. This means that their supervisor, team leader or even senior managers can listen to their calls, and who likes that?
Looking at call recording from a different perspective, however, sheds a whole new light on its potential value to agents. For aspiring and self-aware customer service/sales agents, call recording can be one of their best utilized tools in terms of their overall job performance.
These assertive and performance-conscious agents can directly benefit from call recording in a number of ways, including:
If you are a call center manager or supervisor, make sure your agents (sales or customer service) are leveraging their recorded conversations in these ways. It is sure to boost morale and improve their performance.
Publish Date: January 23, 2019 5:00 AM
While customer self-service is a growing trend, and many business-to-consumer interactions are taking place more and more online (email, FAQs, online chat...), voice is still the number one communication channel. Additionally, customers are growing discontent with their vendors and suppliers and cite poor customer service as the reason.
Heading into 2019, you need to ask yourself, "What am I going to do different this year in my call center to improve my customer service levels?" You can't keep doing the same thing and expect different results. Recall Albert Einstein's quote about insanity.
A good place to start in 2019, if you haven't done so already, is to consider deploying quality monitoring and screen recording software, so you can begin assessing your call center agents' performance when interacting with customers. These invaluable tools will provide much-needed visibility into the customer experience, so your call center managers can fix what isn't working. Suppose your agents are being slowed down by complex desktop navigation through the various customer service apps they must access. This is a correctable issue, but without this type of software, you would never know uncover the root cause of your increasing average handle time (AHT).
Here are some important customer service statistics to get you motivated to try something new in 2019:
Let 2019 be the year you hit your customer service numbers out of the park.
Publish Date: December 12, 2018 5:00 AM
Cloud service providers (aka communication service providers) are becoming commonplace in business today as companies seek to migrate much of their data, storage and applications from premise to cloud. Service providers who can offer the broadest range of services have a better chance of attracting and retaining customers, as it is all about average revenue per user (ARPU). The more complete your portfolio is, the more competitive advantage you will have.
The business world is also adopting cloud call recording technology at a similar rate. Most Fortune 10,000 companies already have it, but many small to medium-sized businesses do not. As a service provider, you have a grand opportunity to start offering call recording as a service (CRaaS) to your existing customers and to net-new ones. The added service will enable you to increase ARPU and expand your stickiness with current users and allow you to attract a new set of customers, and therefore, extend your customer base. You can begin targeting new industries, buyers (VP of Customer Service, Compliance Officer, Call Center Manager) and regions.
While almost any industry will find value in a call recording system, the more highly regulated industries tend to be heavier adopters, such as financial, healthcare, insurance, legal and utilities.
As a CRaaS provider, you will be helping businesses address a number of critical business challenges that continuously cause headaches, including:
Here are some questions you should ask your cloud call recording provider to ensure you are selecting the best partner:
Publish Date: December 3, 2018 5:00 AM
Not all call recording systems are created equal. How can you separate the real vendors from the mere pretenders when purchasing or upgrading a call recording or quality monitoring solution? You need to know what questions to ask.
Here are 10 top questions to consider:
Publish Date: November 29, 2018 5:00 AM
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.
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:
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:
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.
Publish Date: November 5, 2018 5:00 AM
Call recording software has become a business imperative today for a variety of reasons, including dispute resolution, customer service excellence, compliance, order verification and so on.
At OrecX, a call recording solution provider in 195 countries, we regularly develop content and materials to help our customers and prospects understand the value of call recording.
Publish Date: October 26, 2018 5:00 AM
According to leading independent research organizations, AI-fueled speech analytics has become a mission-critical application for contact centers intent on improving the customer experience and unlocking a treasure trove of hidden value . Speech Analytics can help identify at-risk customers, provide sales and marketing teams with campaign/promotion feedback, and arm the legal department with a tool to help enforce regulatory and internal compliance.
The foundation for speech analytics starts with the audio recording of the interaction, which is passed to a transcription engine and converted to a usable format (text) which can the be searched and analyzed with algorithms to identify patterns and characteristics which lead to actionable intelligence. Leading speech analytic vendors support both post-call and real-time to maximize the efficiency and value derived from their solutions.
Common obstacles experienced that diminish the overall value of speech analytics occur when recording vendors lack open APIs to access customer data, lack the capability to support real-time at scale, and cannot support stereo recording. Additionally, many vendors who offer competing solutions block customer access to their own recordings and associated meta data or charge costly 'extraction' fees for those customers that wish to use a 3rd party solution. With these approach restrictions, analytics accuracy hovers around just 70%.
To maximize Speech Analytics value, a recording vendor must support free and unrestricted access to recordings, produce high quality (stereo) output, and provide an open API to pass the recordings and the associated meta data to the analytics solution. When there is alignment with the recording and SA solution, companies see a significant rise in accuracy, up to 95%.
This type of recording solution could run in parallel to a company’s existing recording solution and simply be used as the engine to feed the analytics system. What’s more, with SIPREC recording, the company would have the flexibility to only capture and analyze the calls it wants to, rather than storing and processing all calls. This saves bandwidth, time and resources.
With the full capabilities of the organization’s existing recording system, this recorder could ultimately serve as the business’s sole recorder for speech analytics as well as for agent performance evaluations, customer service, dispute resolution, order verification and more.
This valuable data is used by customer service departments, contact centers as well as sales, marketing and R&D teams.
Contact Center Value
Business User Value
Publish Date: October 22, 2018 5:00 AM