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News : SBP Issues Revised Regulatory Instructions on Call Center Management

#contactcenterworld

Karachi, Pakistan, April, 2021 -- State bank of Pakistan (SBP) has issued revised and consolidated regulatory instructions on call center management for convenience of costumers and security of their data.

All banks and financial institutions would ensure to deploy toll-free numbers, reduction of call wait time, confidentiality of the customers’ data and periodic reporting on performance of call centers to a senior level management committee and compliance of other requirement by June 30, 2021.

The central bank, through a circular issued by Banking Conduct and Consumer Protection Department on Thursday, directed all banks to frame a comprehensive policy and Standard Operating Procedures on call center management duly approved by their Board of Directors and CEO, respectively.

Banks that have outsourced their call centers will ensure compliance with the SBP’s existing instructions on outsourcing while the supervision function like quality assurance checks of call center should not be outsourced.

Further, banks would ensure that the confidentiality of the customers’ data is sufficiently protected through appropriate oversight and security clauses in the contract.

The SBP stresses to have an independent reporting line where banks will ensure periodic reporting on performance of call centers to a senior level management committee- having explicit terms of reference for monitoring the overall service quality and performance of call centers- at least on quarterly basis.

All banks would deploy toll-free numbers for their call centers and also conduct consumer testing/ consumer recalls at least on an annual basis to assess customer awareness regarding call centers and take actions for improvement where required.

"Measures should be taken to reduce the call wait time as much as possible to avoid inconvenience to the customers", it said adding that banks should develop key performance indicators for different types of calls. However, the call wait time for lost, stolen or blocked cards request should not be more than one minute, it maintains.

‘Card lost/ Card stolen/ Card Block’ request should be the first option on IVR menu after call connects to the call centers of the banks.

Further, the customers should also be provided with an automated option for blocking of cards, accounts or digital channels preferably through TPIN. Besides, the banks are encouraged to introduce IVR options for regional languages while ensuring availability of appropriate resources for such options.

The banks should ensure that call agents do not refuse to lodge complaint of the callers. It should also be ensured that a complaint number is provided to all complainants through SMS/ email.

Banks should also ensure that the complaints received through the call center are properly recorded in the Complaint Management System (CMS), through appropriate automation, the circular directed.

Further, it should be ensured that all call centers have feedback option and the caller are adequately informed and encouraged to provide their feedback through the given option.

The banks could play awareness messages during call wait time but they would not market their products or services except on toll free number.

In order to ensure confidentiality of consumers’ data, banks will put in place adequate controls at their call centers including but not limited to continuous CCTV vigilance, physical entry and exit checks, non-accessibility to portable devices or cell phones, controlled accessibility to printers, emails, etc.

Banks are advised to devise an appropriate mechanism to allow their call center staff access to customers’ data on a "Need-to-Know" basis e.g. restricted to the customers contacting the call center. Proper logs of this access to customer’s information should be maintained and periodically monitored preferably through automated/ artificial intelligent surveillance.

Banks should have adequate IT controls, contingency and disaster recovery set-ups for their call centers and they should ensure adequate staffing with proper training particularly on digital fraud management, relevant policies and initiatives of banks and query and complaint handling.

Recording of all inbound and outbound calls at the call centers will at least be retained for one year. The custodian of these call recordings and archival/ retrieval mechanism may explicitly be developed and monitored while ensuring that only relevant officials have access to such records.

Banks should also assess the performance of their call centers through monitoring tools like mystery calls, customers’ feedback as well as call center own staff’s feedback, at least once a year. Service quality and data confidentiality of call center should also be assessed reviewed annually by the banks’ internal audit function.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.app.com.pk


Today's Tip of the Day - Ask How Can I Help..

Read today's tip or listen to it on podcast.

Published: Tuesday, April 6, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

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.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
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.
PH: 8005771872

4.) 
Daisee

Daisee
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-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
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.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
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.
PH: +91 99026 10044

7.) 
Nemesysco

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.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

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
PH: 412-621-9310

9.) 
Voxjar

Voxjar
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...
(read more)
 

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