When working in a contact centre, there are important things your agents always need to be aware of. Whether this is their first time working in a contact centre or not, you need to ensure that they are fully aware of what is/isn’t allowed on their very first day.
NO MOBILE PHONES
At RSVP, mobile phones are not allowed on the sales floor. A lot of companies have lockers that employees have to lock their mobile phones and other electronic devices in at the start of the day. We don’t feel the need to do this; however we do make it very clear by having a zero-tolerance policy against the use of mobile phones on the sales floor. The reason being is that because we handle sensitive information such as customer details and credit card details, it’s too much of a risk to have mobile phones at desks. This also puts the client at ease. Of course, our staff are allowed to use their mobile phones on breaks when they are away from their computers and away from the sales floor. And as all of our staff are working in the entertainment industry, it’s important they are able to access their mobile phones when they need to as they may need to take a call from their agent.
PAPER FREE OFFICES
Similar to the use of mobile phones, it’s important to keep your offices paper-free. This, again, keeps the clients mind at rest, knowing customer details aren’t at risk. As a company that handles card details and other sensitive information, you have a duty to protect your clients customers.
PAUSE CALL RECORDING
All calls should be recorded in the contact centre, not only for the customers benefit, but also for the agents and managers (see blog on how to improve call quality monitoring for more information on this). Customers need to be made aware that the call is being recorded at the beginning of the call. When the agent goes to take card details, the call recording must be paused. If you’re able to, introduce an automated system where the recording pauses when the agent reaches the payment screen. This prevents any mistakes and ensures details will be protected.
Following these simple steps keeps your clients mind at rest and ensures customer information is protected when handling details. Make sure you follow them as they are all extremely important!
Publish Date: October 26, 2017
|1.)||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.
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
|4.)||Call Tracking Metrics|
Execute automated actions based on words spoken by your customer.
Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.
Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.
Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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|Important things to remember in the contact centre||October 26, 2017|
|How to Successfully Train Your Agents||October 13, 2017|
|How to Improve Your Recruitment Process||September 28, 2017|
|TOP TIPS ON IMPROVING CALL QUALITY MONITORING||September 13, 2017|
|How to Make the Most out of your business using outsourcing solutions||September 4, 2017|
|UK Contact Centre Forum and Intelligence Sourcing Conference for Outsourcing Contact Centre Operations||June 23, 2017|
|What Makes a Great Call Centre Agent?||June 14, 2017|
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