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OrecX - ContactCenterWorld.com Blog Page 3

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Do's & Don'ts for Selecting a Call Recorder

Organizations of all sizes today employ call recording software to help optimize sales, service and compliance; and when chosen and managed correctly, these solutions can be invaluable in this regard. However, call recording software is not always selected or utilized properly, and when this happens, its effectiveness can be significantly stifled.

Do This:
  • Uncover what business challenges you are trying to solve…
    • Customer experience
    • PCI/HIPAA compliance
    • Dispute resolution
    • Order verification
    • Agent performance
  • Consider everyone in the organization who can benefit from call recording…
    • CEO/business owner
    • VP customer service/care
    • Call center manager
    • Compliance manager
    • Sales manager
    • Marketing manager
  • Decide how many of your physical locations you want to record. Some recording solutions don’t support multi-site.
  • Consider the vendor’s expertise with companies your size and with businesses in your industry.  The more they know about your specific business issues, the more they can help customize a solution to your specific needs. If you’re a small business, e.g., you ought to look for a vendor that specializes in SMBs. Same goes for larger companies.

  •  Uncover any hidden costs – Some vendors charge per seat or per user costs.  However, these do not include the costly implementation support you’ll need for the install, and ongoing professional services support you will require for customization, etc.
  • Ask about pricing flexibility – Does the vendor offer monthly subscriptions, e.g.? This way you can avoid a large upfront capital expense.

Don't Do this

  • Don't decide to purchase call recording without carefully considering all the ways in which it can be used and for whom.
  • Don’t just consider how call recording can be used by your organization today.  Consider your anticipated growth and how you might need it down the road. Will you need multi-site capabilities, will it scale to more users, does it support mobile call recording?

  • Don’t forget to free up select staff’s workload to manage the system – if necessary.  Some solutions require no maintenance.

  • Don’t choose your vendor/solution without first trying it out.  Ask for a short trial period so you can see how the software works in your own environment. If they refuse, find a different vendor.

  • Do not assume the software will automatically support your compliance needs.  For example, to help with PCI Compliance, some recording systems will pause the recording while sensitive personal information/data is being discussed.  Not all solutions do this, however.  You need to be sure the one you choose supports all of your regulatory needs – e.g. PCI, HIPAA, Telemarketing Sales Rule, GDPR, MiFID II…
  • Do not simply expect the software to easily mesh with your existing environment/systems.  Check to see if the vendor has verified integrations with your PBX vendor or your CRM system, for example.  An open API will ensure interoperability with any application.

Source: https://blog.orecx.com/blog/call-recording-dos-donts

Publish Date: September 6, 2018 5:00 AM


Call Recording for BPOs and Call Center Outsourcers

As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer.  Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business.

With the help of the right call recording, screen recording and quality monitoring software in your arsenal, you stand a far greater chance of satisfying (if not wowing) your clients.  But first you need to pick the right solution(s) to fit your specific business requirements, which can be dramatically different from other types of businesses.

Here are the top 18 call recording features to consider when purchasing a recording solution, if you are a BPO or call center outsourcer:

Call and Screen Recording

  • Centralized management of all recording data (voice and screen)
  • Multi-tenancy so you can manage multiple clients independently, yet simultaneously
  • Precise search querying to find the exact call recording you need to prove compliance, share with your client, settle a dispute and so on
  • Scalable to thousands of seats (whether through one logger/server or by linking multiple devices)
  • Open platform (i.e. open API) so you can easily integrate the recorder with your clients’ existing applications (CRM, ERP, SFA)
  • Compliance-ready – Ensure the system has masking or muting capabilities to protect personally identifiable information for PCI-DSS and HIPAA
  • Subscription-based, affordable pricing so you can activate and terminate licenses when necessary to support your dynamic project workload
  • Same-day installation so you can be up and running immediately in support of your new accounts; this serves as a competitive differentiator for your business

Quality Monitoring

  • Customizable evaluation forms so you can tailor them to your clients’ specific and varying requirements
  • Custom coaching agreements commensurate with specific agent performance goals
  • Calibration tables to standardize service level expectations and measure quality across sites, teams and agents
  • Ability to attach recordings (voice and screen) to agent evaluations so they can hear what went right and wrong
  • Report filtering (e.g. by date, group, department, agent, supervisor, etc.) so you can extract meaningful intelligence to improve performance
  • Detailed reporting including form-level summaries, section-level details and question-level details
  • Standalone product or it includes simple and multiple integration points to the call/screen recorder
  • Open API so you can pull data from your CRM system into the quality monitoring system
  • Open file exporting to share reports and recordings with agents and clients
  • KPI tracking to measure service level, customer satisfaction, average handle time, calls handled per hour, first call resolution, adherence to protocol and others

Source: https://blog.orecx.com/blog/call-recording-for-bpos

Publish Date: August 15, 2018 5:00 AM


What to Expect from a Call Recording Solution

Selecting a call recording solution for your business's needs typically involves reviewing several recording products that do a lot of the same things. All of these products will all allow you to:

  • Record 100% of calls or just a subset of calls
  • Record on-demand
  • Search for calls based on certain criteria
  • Achieve compliance recording with regulations (PCI, HIPAA, GDPR, MiFID II, etc.)

The list of common features among recording platforms goes on. These are merely a few basic functions you should absolutely require with your recording solution. While these common features will meet a firm's basic recording needs, we rarely/never see a firm whose recording needs are just basic.

Your needs are unique, and therefore, you should expect more from your recording solution. As part of your search for a recording platform, be sure to get beyond all the common basic features and get to the points that are important to you. Our experience tells us that, among other things, you should also expect the following from your recording platform:

  • More security of your voice data, including OWASP Level 2 security
  • More flexibility and more access to your voice data
    • The ability to leverage voice data with other enterprise data and not have the data locked away in a proprietary recording file format
    • The ability to customize your voice data/speech analytics and leverage the best speech analytics platform for your needs
  • REST API (with access to the ENTIRE platform)
  • More versatility around your deployment strategy - choose your  preferred hardware, operating system (Linux or Windows) and database, as well as the ability to export recordings in open file formats
  • Quick deployment methodology that will have you up and recording in a few minutes, not weeks (or months in some cases)

Making sure these points are covered as part of your search for a recording platform will give you peace of mind that your recording solution offers the security and flexibility that will allow you to meet both your current and future recording requirements.

Questions to Ask Recording Vendors

  • Is the solution designed to address my specific industry and regulatory requirements?
  • How long have you been in business?
  • Who are some of your similar customers?
  • What makes your business/solution unique?
  • What is your innovation roadmap?
  • What features come with the product and which are add-ons?

Source: https://blog.orecx.com/blog/what-to-expect-from-a-call-recording-solution

Publish Date: August 6, 2018 5:00 AM


Call Recording Laws Around the World - Updated and Current

Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational.

Here is a brief summary of laws in several countries:

USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record. The remaining states do not. Click here to view a state-by-state chart on state-level call recording laws.

Acceptable Forms for Notification about call recording include:

  • Verbal (oral) notification before the recording is made.
  • Prior verbal (oral) or written notification of all parties to the telephone conversation.
  • An audible beep tone repeated at regular intervals during the call.

UK and European Union - Call recording laws in the U.K. (which includes England, Scotland, Wales and Northern Ireland) and the 28 member countries in the European Union (EU) differ from those in the U.S. The UK and EU now follow two strict privacy laws which include mandates and guidance for recording calls:

  • GDPR (General Data Protection Regulation)
  • MiFID II (Markets in Financial Instruments Directive II)

 Australia - You cannot record.

Canada - You can record but need consent.

Hong Kong - You can record with consent.

India - You can record but consent is unclear.

Japan - You can record but consent is required.

New Zealand - You can record. No consent required.

Singapore - You can record. Consent is unclear.

RomaniaYou can record. Consent is unclear.

Source: https://blog.orecx.com/blog/call-recording-laws-around-the-world-updated-and-current

Publish Date: July 20, 2018 5:00 AM


Questions to Ask Call Recording Vendors

Call recording software and quality monitoring software can bring tremendous value to any contact center and/or enterprise, but how do you know which vendor/solution to choose - or better yet - which questions to ask? Right now there are over 100 call recording/quality monitoring vendors in the industry. Not all are created equal. You need a set of questions to ask each vendor to determine who's a contender and who's a pretender.

Questions to Ask Yourself...

  • Does this vendor seem to really understand my unique business challenges, and does it have relevant experience it can speak to?
  • What do I primarily need this solution to help me with?
    Quality Assurance
    Regulatory Compliance
    Dispute Resolution
    Agent Training
    Order Verification
  • Do I want to capture all calls or merely a sampling of calls?
  • Am I considering the needs of all my constituents? Managers? Business users? Technical staff? Sales? Marketing? Product Development? Legal?
  • What is my budget? Do I have additional budget for implementation and support?
  • How many seats do I need?


Questions to Ask the Vendor...

  • Is the solution designed to address my specific industry and regulatory requirements?
  • How long have you been in business?
  • Who are some of your similar customers?
  • What makes your business/solution unique?
  • What is your innovation roadmap?


Questions About the Product...

  • Is the solution designed primarily for my size/type of company?
  • Am I going to pay for features really designed for a different size organization?
  • Does this product support multi-site and multi-tenant capabilities in case I need them?
  • Can the solution scale to support my organization’s growth?
  • What does the implementation process look like? Does it cost anything?
  • What is required to manage and maintain the system?
  • How open and interoperable is the solution, given my current IT environment?
  • What capabilities does the solution have to support my regulatory and industry requirements (e.g. HIPAA, PCI-DSS, Telemarketing Sales Rule, TCPA, GDPR, MiFID II etc.)?
  • Does the solution come with all the functionality I need, or do I have to purchase separate modules for each business requirement?
  • Which PBX switches are supported?
  • Is there an open API to integrate to/from third party CRM, analytics, etc.?

Source: https://blog.orecx.com/blog/questions-to-ask-call-recording-vendors

Publish Date: June 26, 2018 5:00 AM


The 7 Roles that Benefit from Call Recording

By recording your conversations with customers, you are generating an invaluable piece of intellectual capital, which you can use to assess the customer experience, ensure PCI and HIPAA compliance, resolve disputes, verify orders and even uncover critical sales and marketing intelligence. In fact, call recording can add value to almost every area of your business.

Here are the seven primary roles within an organization that benefit from call recording. For each job title, this piece will highlight how it is used and the value derived. 

  1. Call Center Agent: Reviews a sampling of his/her own customer interactions (voice and screen) to assess his/her own customer service performance and potentially uncover workflow trouble spots. Also reviews best-practice calls from top-performing agents to learn how to better perform in various situations. 
  2. Quality Supervisor: Reviews a sampling of calls per agent each month and fills out quality monitoring scorecards to rate various metrics, including first call resolution, proper greeting, resolution handling, politeness, up-selling, etc. The goal is to assess agents on skills and customer service performance, identify skills gaps and best practices, and assign training courses where necessary. 
  3. VP of Customer Service: Listens to a few calls each week just to keep his/her finger on the pulse of how well the company services customers and to also experience the voice of the customer. Also plays select segments of best-practice calls during team meetings to highlight peak performers and motivate all staff. 
  4. Call Center Manager: Receives and reviews daily customer service performance reports from the call recording system showing first call resolution, average handle time and other soft metrics like customer satisfaction, problem resolution, etc. With this insight, he/she can then direct quality supervisors to focus on specific skills areas and can also reward and/or incentivize supervisors and agents accordingly. The Manager also identifies and shares select, relevant calls with other departments.
  5. VP of Sales: He/she has the call center manager share specific interactions which provide meaningful sales intelligence, such as competitors' promotions. The VP of Sales also plays select calls at the start of each sales team meeting to motivate staff and enable salespersons to hear the actual voice of the customer. The call center manager also forwards periodic reports which detail the performance level of a new campaign or product/service to help guide future sales efforts.
  6. VP of Marketing:  He/she has the call center manager share specific interactions which provide meaningful marketing intelligence, such as how well a new promotion or feature is doing. The VP of Marketing also plays select calls at the start of each marketing team meeting to allow marketing staff to hear the actual voice of the customer. The call center manager also forwards periodic reports which detail the performance level of a new campaign or feature to help guide future marketing efforts.
  7. Compliance Officer: When a compliance infraction arises, the call center manager forwards the specific recording, and the Compliance Officer listens to it (and reviews the agent screen activity) to better understand what went wrong. He/she also listens to occasional calls - also forwarded by the call center manager - to assess how well specific compliance practices are being embraced within the call center agent's workflow. He/she can then use this intelligence to train supervisors and agents accordingly on relevant compliance procedures. 

There are certainly other roles within an organization which can benefit from listening to recorded customer calls, such as Product Marketing Managers, Produce Managers, Sales Trainers, etc.

Source: https://blog.orecx.com/blog/the-7-roles-that-benefit-from-call-recording

Publish Date: June 1, 2018 5:00 AM


Are you 'GDPR Call-Recording Ready'?

The General Data Protection Regulation (GDPR) is coming into effect in 10 days, on May 25, and for any company in any industry that records calls, there are some thinks you really need to know. Here are several suggestions to carefully consider in order to become GDPR Call-Recording Ready. Plus, you want to do everything you can to avoid a fine up to 4% of your total annual revenue.

  1. Create a new policy for gaining called-party permission (verbally to record). It's not enough to simply say "this call may be recorded" anymore. You need verbal consent. NOTE: There are a few caveats here in which you don't need consent, e.g. if the interaction is necessary to fulfill a contract or legal requirement.
  2. Train all of your agents on the new policy and track their compliance as a performance metric - using quality monitoring software. Remember, GDPR is for both landline and mobile calls.
  3. Put a process in place for granting customers access to their recordings if they request it. They have the right, and you must comply.
  4. Set a time frame to purge your recordings after a period of time. They cannot be held forever.
  5. Safeguard your recordings with file encryption - this may be built in to your recording solution.
  6. You must be able to identify all recordings of a specific customer and be able to delete them easily. Customers have the 'right to be forgotten' and can require you to delete any recording of them.
  7. Recordings must be portable and able to be sent to a customer in a standard industry format, upon request.

Source: https://blog.orecx.com/blog/are-you-gdpr-call-recording-ready

Publish Date: May 16, 2018 5:00 AM


OrecX Protects your Call Recordings

Call recordings can offer invaluable intelligence to an organization as well as provide critical compliance and dispute resolution support. However, those same precious recordings can also contain some very sensitive customer information which must be protected.

At OrecX, we take the protection of personally verifiable information (PII) very seriously. Our recorder features several levels of built-in security to help ensure data protection, including:
  • Web security – OrecX offers the only recording solution which is OWASP Level 2 compliant. Being OWASP Level 2 compliant means that OrecX underwent rigorous testing by a renowned third party security company, successfully clearing both automated and manual test suites (e.g. a real hacker trying to penetrate) designed for applications that contain sensitive data that requires protection. 
  • Encryption – Oreka TR (total call recording software) can be configured to automatically encrypt all recordings using the Blowfish 256 encryption algorithm. Files can thus be played back only through the web portal.
  • User authentication – password rules can be imposed to ensure passwords are difficult to hack. Passwords are stored with state-of-the-art bcrypt hashing algorithm, which protects them even if when a database is compromised. The system also automatically locks a user out after a given number of unsuccessful login attempts.
  • Tamper-proof – to identify file tampering (of a recorded call), a mathematical formula is computed at the completion of every recording (and stored in the database).
  • Secure access – Access to recordings is end-to-end secured (both at rest and in transit) and restricted to only logged-in users.
  • Audit trail – All important actions related to your recordings are recorded in the database. This ensures you can easily uncover who has accessed what and when.

Source: https://blog.orecx.com/blog/orecx-secures-your-call-recordings

Publish Date: April 23, 2018 5:00 AM


Is your Call Recording Software up to the Task?

Nearly 50% of businesses today have some form of call recording - some with full featured enterprise recording systems, others with one-off recording functionality as part of larger telephony systems, and those with call recording capability as part of their cloud contact center software. Regardless of your scenario, the utility a full-featured call recording software system can bring to your business is significant in terms of customer satisfaction, compliance, risk mitigation and sales revenue.  The question is, however, does your current solution offer the features you require to take full advantage of all of these benefits? How can you know if you have what you really need or if there is a better option for your business?

Here are several considerations to weigh:

  • Pulling data from 3rd party systems into the call recorder - The ability to automatically pull customer, financial and analytics data into your recorder from CRM, SFA and other systems is critical to gain a full picture of every customer and to uncover ways to optimize your sales relationship with them. Call recording data, when combined with 3rd party system data, dramatically enhances your understanding of a customer's needs, motivations, challenges and more - and therefore, also your ability to cross-sell and upsell them.  
  • Ability to add speech analytics - Speech analytics software enables you to quickly and surgically analyze recordings for keywords and phrases that can spawn immediate customer rescues (from imminent defection), insight to thwart potential compliance or litigation issues and more. Your call recording ought to have the open API functionality necessary to easily and seamlessly integrate third party speech and omni-channel analytics systems. 
  • Centralized recording, storage, replay and reporting - Mid-size to larger companies in particular tend to have employees, call centers and branches spanning multiple geographic areas, especially following a merger or acquisition. You want to be sure you can centrally capture, store, replay and report on your customer interactions across all of your locations. This grants you the ability to standardize on quality assurance, compliance protocols, sales reporting, etc.
  • Quality monitoring - Your call recording system's ability to score and review past interactions with agents to demonstrate improvement areas and best practices is important to boosting skill sets and improving customer satisfaction scores - both of which can lead to higher customer retention rates. 
  • Recording portability - Recorded interactions can be used by call center supervisors to train agents, by compliance officers to prove compliance, by sales and marketing to better understand customers and by product development teams to uncover R&D needs. The easiest way to do these things is to have portability with your call recordings. You need to be able to easily share recordings with relevant team members without having to worry about proprietary playback formats. The calls should be shareable in standard MPEG or .WAV formats so staff can easily share them (even with customers if necessary) when they need to.

If any of these considerations triggers a desire to explore a new call recording system that checks all of these boxes, please give OrecX a try.

Source: https://blog.orecx.com/blog/reasons-to-consider-different-call-recording-software

Publish Date: April 3, 2018 5:00 AM


The Power of Stereo (vs. Mono) Call Recording

Stereo call recording (aka dual channel call recording) offers many advantages over mono call recording, primarily in the quality of the voice recording upon playback. Simply put, with stereo call recording, the two call participants (likely your agent and a customer) are recorded on separate channels. This means that upon playback, you will hear one voice on one side of the speaker and the other voice on the other side. Similar to stereo music, the dual channel playback dramatically enhances the sound and quality. The result is a higher fidelity call recording.

Imagine a call in which the agent and the customer are speaking over one another, perhaps during a dispute. Upon playback, you need to be able to separate the two voices to understand who said what. This could be particularly important if a discrepancy arises or if a potential HIPAA or PCI compliance infraction may have occurred. You need to be able to prove who said what, and when.

Recording in stereo vs. mono also helps increase the accuracy of automatic call transcribing, which is popular in many of today's speech analytics solutions.  In fact, stereo call recording improves speech to text, key word and phrase spotting, speech analytics, and voice biometrics. The phonetic quality and accuracy that comes with stereo call recording can make the difference between accurate and false analytics results.

"When you take that (stereo) audio recording and pass it to VoiceBase (speech analytics), you can then instruct VoiceBase to process those two channels separately so that you get perfect 'who said what' information," said Bryon Mathias-Fuqua of VoiceBase. "You can imagine that if a caller says a competitor's name first, it means something a whole lot different than if an agent says a competitor's name first. There are huge benefits to using Stereo (dual channel) recordings versus Mono recordings for transcription, keyword spotting, agent monitoring/script adherence and training predictive models."

High fidelity playback in stereo also allows your call center managers, quality supervisors and even business users to focus on just the customer or just the agent when analyzing calls. This saves time when trying to identify skills weaknesses or customer discontent.

Not all call recording software offers both stereo call recording and mono call recording. When selecting or upgrading your call recording system, be sure to inquire about stereo call recording.

Source: https://blog.orecx.com/blog/the-power-of-stereo-vs.-mono-call-recording

Publish Date: March 8, 2018 5:00 AM


How Call Recording Helps you Perform CPR 

Three primary areas in which call recording helps businesses include (C) Compliance, (P) Performance and (R) Risk. Everything else recording does really falls in one of these three areas. With the right call recording solution in place, your contact center can engage in both proactive (preventing future issues) and reactive (remedying issues) CPR.

Compliance - recording customer calls and agent screens to ensure internal and external compliance. Are agents following company protocols for handling customer complaints, for example? Are they saying and doing the right things in compliance with HIPAA, PCI-DSS, Telemarketing Sales Rule, Truth in Lending Act, MiFID II, GDPR, etc? If not, they could be putting your organization in jeopardy of receiving fines or penalties, not to mention litigation and liability. Sample use cases include:

Reactive

  • Replaying a sampling of customer calls in which credit card data was provided to ensure those portions of the interaction were masked or muted.
  • Listening to a recording of a call in which the FTC is claiming your agent violated the Truth in Lending Act by saying something they weren't allowed to say.

Proactive

  • Replaying a past interaction with the agent to go over any established ethics violations which occurred and discuss how to remedy them during future interactions.
  • Replaying recordings for staff to demonstrate compliance best practices by high-performing agents. 

Learn all about compliance recording

Performance - assessing past customer interactions (audio recording and agent screen recording) to uncover weaknesses in delivering service and identify areas for skills improvement.  These captured calls can also serve a number of other purposes for the contact center, such as:

Reactive

  • Generating customizable performance reports to assess agent performance.
  • Identifying root causes of issues so immediate action can be taken to remedy the problem.

Proactive

  • Understanding how effectively your processes and technologies support customers so enhancements can be made.
  • Identifying areas to improve operational performance and customer interaction workflow and improve business processes.

RiskLeveraging recorded calls to settle he-said/she-said customer disputes, prove compliance, understand why a customer defected and how to prevent it from happening in the future, and more. Recorded interactions do more than give you a glimpse into what happened during a call - they provide the full interaction exactly as it happened. With this data, you can mitigate risk on many fronts by providing the recording as evidence of precisely what occurred (and what did not occur). 

Use cases include:

Reactive

  • Replaying a past interaction for a customer to disprove their claim that your agent stated that a full refund would be offered.
  • Using a recorded call to show regulatory bodies how proper protocols were in fact followed.

Proactive

  • Sharing best-practice calls with all agents to demonstrate proper interaction performance so they can echo those best practices moving forward.
  • Sharing poor-performing customer interactions with staff to demonstrate how not to fall into any risk-related traps.

These are just some of that many, many ways in which call recording software can empower a business.

Source: https://blog.orecx.com/blog/recording-calls-for-cpr

Publish Date: February 19, 2018 5:00 AM


'Total' or 'Selective' Call Recording Software?

When it comes to call recording software, you have two options: 100% total call recording (capture every single call) or selective recording for quality assurance which captures only a small sampling of calls to gauge customer service levels. Which approach is best for your needs? What do you need to know to make this determination? Are there other advantages to capturing every call? What about compliance, risk management and dispute resolution?

Here are some of the differences between selective and total call recording:

 

Total Call Recorder Selective Call Recorder
100% capture of all calls (audio of agent and customer) Recording of only a sampling of calls (audio of agent and customer)
100% capture of all agent screen activity (optional) Recording of only a sampling of agent screen activity – to coincide with the selective audio capture
Recordings archived for months or years Recordings typically not retained long (perhaps a month or two at most)
Calls are securely stored and sometimes encrypted to ensure their integrity and to restrict access Sampling of recordings determined according to pre-set variables (only 3 calls per agent per week, e.g.)
VALUE: Recordings used to settle disputes, verify order approval from customers, and verify PCI/HIPAA Compliance, e.g. VALUE: Recordings used to assess agent performance, identify workflow issues and monitor customer satisfaction

 

Ideally, a contact center has both a total call recorder and selective call recording. Together, you have the tools needed to effectively monitor customer satisfaction, assess contact center agents, ensure compliance protocols are followed, and have the ability to resolve he-said/she-said disputes effectively.  This combination is becoming more and more prevalent in contact centers today as it gives managers and business users the flexibility they need to get the most value out of recorded customer interactions.

Source: https://blog.orecx.com/blog/total-or-selective-recording

Publish Date: January 12, 2018 5:00 AM


Using Call Recording to Build Buyer Personas

You can use recorded customer calls to help you build your sales and marketing buyer personas. 

One of the hardest things for sales and marketing professionals is to identify and clearly articulate who the target buyer(s) is/are. This is about more than just their job title. Buyer personas should include a full understanding of the following characteristics of each individual buyer (at the least):

  1. Job title
  2. Roles and responsibilities
  3. Challenges
  4. Hot buttons
  5. Risk aversions

Think about the customer conversations your sales team and your call center representatives have with your potential bu

yers every day. They are speaking directly with these individuals already, and by sharing select recorded conversations, they can provide a wealth of knowledge to the sales and marketing teams to help them understand the characteristics like those listed above.

Challenges

"I don't have any free time." "I'm strapped for budget already as it is."

These are just a couple examples of the types of challenges your target buyers face, and many of these will likely surface during your customer calls - whether it's during an initial sales call to introduce your company and its products/services or it is a call in which the customer called for technical or product support. Either way, your buyers' challenges will come up, and when they do, you can share those insights (or the entire conversation) with the relevant sales and marketing folks in your company to help them get into the mind of your potential customers. 

Hot Buttons

"My team doesn't have time to learn about a new product." "My team needs to be producing, not learning about some new solution."

When your sales and customer service professionals are speaking with your target buyers (or existing customers), these hot buttons will surface. The customer will react to something your company representative says with a comment indicating one of their hot buttons. For example, your salesperson mentions that the new widget you are offering can save the company thousands of dollars a month, but it takes time to learn how to use. If the would-be customer reacts negatively to having to teach his team how to use the new widget, then you can share that insight with your sales and marketing managers to help them craft future campaigns around that (and other) hot buttons. By recording every call your sales and customer service teams make will ensure you have these calls captured and shareable with the relevant staff when these types of insights arise. 

Risk Aversions

"I hate being the first to try something." "I only like products that have been proven to be effective."

Customers and prospects will occasionally share their risk aversions on the phone, like the examples above. Suppose your customer service rep is speaking with an existing customer and tries to upsell your new product, and the customer replies by saying he/she is not comfortable trying new things until they are proven. This is solid-gold customer insight that you can share with your sales and marketing teams to help them craft messaging that will resonate with future customers. 

These are just a few examples of the rich insight your recorded calls can yield in terms of better understanding your target buyers and what makes them tick. Start sharing this intelligence with your sales and marketing teams today.

Source: https://blog.orecx.com/blog/using-call-recording-to-build-buyer-personas

Publish Date: January 3, 2018 5:00 AM


Cloud Call Recording: Keeping Attackers Out

Cloud call recording applications are rising in popularity, along with cloud contact centers in general. The advantages are significant, primarily around the elimination of procuring and maintaining costly hardware, the ability to access call records from just about any web-connected device and subscription-based models. With these many cloud benefits, however, comes a heightened risk to internet-based attacks which aim to compromise your recorded calls and your private network. The emergence of mobile phone recording also adds to this ongoing security challenge.

There are a number of risk-mitigation measures you can put in place, such as OWASP (Open Web Application Security Project) Level 2 security, but first you need to understand the types of threats that exist to your cloud call recording system.

“Most vulnerabilities found in the proprietary code of Web applications are unknown to security defense systems; these are called zero-day vulnerabilities. This is because these vulnerabilities are specific to each application and have never been known before. A skilled attacker can easily find these vulnerabilities and exploit the issue without being detected. The best defense against these attacks is to develop secure applications. Developers must be aware of how application attacks work and build software defenses right into their applications.

Educating and informing developers about application vulnerabilities is the goal of OWASP. The organization has put together a list of the most common application attacks. This list is renewed every three years, with the latest refresh in 2013.”

Download our white paper for descriptions of four of the most common web-based application attacks that you should be aware of in your contact center.

Source: https://blog.orecx.com/blog/keeping-attackers-out

Publish Date: December 5, 2017 5:00 AM


Call Recording Essentials for Customer Service and Liability Purposes

OrecX is a go-to for screen recording, cloud recording, open source recording, and quality monitoring reliability and innovation. Bruce Kaskey, an OrecX co-founder, has over 28 years of experience in technology product management, sales and marketing. Prior to OrecX, Bruce worked at Stevens Communications and Eastman Kodak. OrecX is a sponsor for and Bruce is a speaker for Cluecon.com scheduled for August 7 - 10, 2017 in Chicago, a conference filled with hands-on workshops, coding and hackathon games, night-time parties, presentations and panel discussions.

You'll know exactly who Bruce Kaskey is and a little about him and OrecX after our short interview.

Questions/Answers:

1. What does your company do for its clientele in regards to Internet protocol communications and technologies?
OrecX records and stores customer phone calls (incoming and outgoing) for customer service and liability purposes.

Source: http://blog.orecx.com/blog/call-recording-essentials-for-customer-service-and-liability-purposes

Publish Date: August 7, 2017 5:00 AM

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