Call Recording Technology

When most contact centres invest in Call Recording technology they typically have a list of requirements that have to be met. Usually these requirements include Quality Monitoring (the ability to evaluate agents and report on their performance), Screen Recording (the ability to see what is being done on screen by the agent) and PCI Compliance (the ability to stop the capture of credit card details to meet PCI DSS regulations). But what other less known features does a call recorder...

Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources). So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers)...

Call recording solutions can be a truly profitable investment that should not be taken lightly. The right call recording solution will not only help you to comply with any internal and external regulations, but it can also provide valuable insight to help improve your operational efficiencies and staff profitability. In this article we highlight 4 features you should look out for when researching a call recording solution that could make a big difference down the line. Access control and user...

It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector. Meet Anna Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard. In this series Anna...

Midway through our survey titled Surviving the FCA: Call Recording Survey, we are noticing that key aspects are potentially being omitted by financial institutions when it comes to their legacy strategies and plans. Is this the real picture? This is what you tell us so far: Although 54% of the respondents say they have a legacy infrastructure strategy in place, the majority have not incorporated key regulatory/compliance deadlines in their legacy roadmap. Data retrieval and data integrity seem to be the biggest...

Real Time Guidance and Automation technology has been developed primarily for contact centres to help agents more effectively handle inbound customer calls. Phone interactions with customers can involve a number of complex enquiries, and agents might not always have the correct information (at that very moment) to handle the call in the best possible way. This is where Real Time Guidance & Automation comes into play, ensuring your agents choose the most effective resolution path in real time, improving first...

It’s Part 2 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet ‘IT Ian’. In this series, Ian has to address 3 commonly faced issues: Supporting multiple systems from different manufacturers and/or service providers Finding a solution provider who offers end-of-life support Ensuring the testing & monitoring of the entire voice domain Meet Ian Ian is the IT Manager of a large multi-national company. He is responsible for ensuring business continuity and...

A quick re-cap of 2015 showed us that it was an important year for the Financial Services Market in understanding the significance of data retention for future regulation, with organisations considering a number of different solutions to ensure compliance needs are still being met. In the Customer Service world, we witnessed a continuing move towards customer centricity and experience, as well as a heightened desire to empower and engage employees for improved delivery and performance. We’ve now moved on to...

When trying to meet and improve service level agreements, reviewing agents’ performance and providing adequate training is imperative for success. Unfortunately making time for agent training doesn’t always seem possible. Contact centres are notorious for being extremely busy and agent time is closely monitored to ensure customers’ calls are promptly answered. According to the United States Bureau of Labor Statistics, the average annual agent turnover rate for contact centres varies between 30% and 45%, which leaves you with not enough...

The revised Markets in Financial Instruments Directive (aka MiFID II) will come into play in January 2017. Though it seems like a long time away, it is important for Financial Institutions to start preparing for it now. If not, they are likely to face tough challenges as well as hefty fines which could be easily avoided with the right preparation. MIFID II - Main Challenges MiFID II is a wide-ranging piece of legislation, which depending on the business model could...

We’re all aware of the hot potato that is PCI DSS Compliance. PCI guidelines are in a constant state of flux, with Version 3.1 being the latest iteration of the PCI standard. With the emphasis on PCI and data security becoming more of an organisational mind-set and with Version 3.1 attempting to make payment security part of the ‘business as usual’ process, now may be the perfect time to re-assess and de-risk your ‘PCI Compliant lifestyle’. Recap – which PCI...

With retention periods for call recordings ranging anywhere from weeks to decades, (depending upon your specific market’s requirement), and with internal pressures to upgrade existing call recording systems, what does it mean to have to deal with a legacy call recording system on top of all of this? Archiving, playback and retrieval of your call recordings – (that dreaded sentence) Let’s picture this. It’s a Monday morning and you’re settling down at your desk trying to get back into the...