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.
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.
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 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.
Publish Date: September 6, 2018 5:00 AM
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
Publish Date: August 15, 2018 5:00 AM
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:
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:
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
Publish Date: August 6, 2018 5:00 AM
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:
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:
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.
Romania - You can record. Consent is unclear.
Publish Date: July 20, 2018 5:00 AM
Questions to Ask the Vendor...
Publish Date: June 26, 2018 5:00 AM
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.
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.
Publish Date: June 1, 2018 5:00 AM
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.
Publish Date: May 16, 2018 5:00 AM
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.
Publish Date: April 23, 2018 5:00 AM
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:
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.
Publish Date: April 3, 2018 5:00 AM
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.
Publish Date: March 8, 2018 5:00 AM
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:
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:
Risk - Leveraging 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:
These are just some of that many, many ways in which call recording software can empower a business.
Publish Date: February 19, 2018 5:00 AM
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.
Publish Date: January 12, 2018 5:00 AM
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):
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.
"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.
"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.
"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.
Publish Date: January 3, 2018 5:00 AM
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.
Publish Date: December 5, 2017 5:00 AM
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.
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.
Publish Date: August 7, 2017 5:00 AM