Benefits of Call Recording & Call Monitoring for a Call Center:

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1 Building great customer experiences since 1972 Coordinated Systems, Inc. 165 Burnside Avenue, East Hartford, CT USA (860) CSI White Paper Series Benefits of Call Recording & Call Monitoring for a Call Center: This white paper touches on the many benefits your call center will receive when choosing to implement a call recording and call monitoring system. Beyond compliance concerns, there are also quality assurance gains to be leveraged from your recorded calls. Your recordings become assets, an inventory of data from which you can find emerging trends, performance flaws, identify your team s superstars, and ultimately, maximize your center s opportunities creating an environment of stellar customer service. Ways your staff can use recorded calls to their own training benefits: Call Recording promotes improvement in agent performance. Call center customer service agents, knowing they are going to be recorded, may be motivated to start stepping their game up. They'll want their scores to be decent. If the implementation of the call monitoring system is rolled out in a positive manner, the employees will embrace the effort to make them better at their jobs. Call Recording provides the ability for agents to hear themselves speak. Even the best agents make mistakes. Most don t even realize when they re making them. Playing back recorded interactions will enlighten them. When an agent first hears themselves going Uhmmmm, you can see the funny look on their face as they think, that s what I sound like?. Chances are after they realize that there IS room for improvement, they will embrace the opportunity to do just that.

2 How your team can reduce overall training cycle time: Call Monitoring offers scoring and evaluation functionalities which speed up the learning curve. This one seems rather obvious before the evaluation process was automated, supervisors had to sit side-by-side with employees, take notes, fill out spreadsheets, develop training material and provide feedback to employees and compile reports for management. If this process took three hours, the automated process takes three minutes. That s not an exact calculation, of course, but you get the picture. Even worse, recording calls without an evaluation element keeps you from improving at the rapid pace that is available to you. This emerging technology can actually do the listening for you! Many call monitoring systems now offer sophisticated speech analytics functionalities, giving QA managers and their teams the abilities to find critical calls quickly through simple keyword phrase search; automate the process of script adherence and call scoring using speech analytics evaluation forms; and create dynamic, real-time analytics reports and dashboards giving key personnel the metrics they need to make informed business decisions. Call Monitoring can reduce turnover and stagnation by providing a measurable means of improvement. A good quality monitoring system such as Virtual Observer can provide managers with the ability to focus in on skill areas where employees need help. Implemented properly, a call monitoring system can provide a continuous improvement of agent performance. Agents will grow less frustrated and stagnant. As their skills improve, so will their ability to get to the next level. Call Monitoring reports make it easy to identify employee strengths and weaknesses, and to identify where agents need training. Virtual Observer comes pre-loaded with agent performance reports that can identify where employees are struggling, even where entire groups falter across the board. This is critical in developing relevant training materials that focus on specific problems. Page 2 of 5

3 Call Monitoring with E-learning allows supervisors to send targeted training materials to agents. Once you ve completed some evaluations and identified where employees need training, you then will have to set out to work on the areas they need help on. Once you ve created your training materials, deployment of the appropriate content to the specific employee can be automated via E-Learning functionality. Confirmation of completion is then sent back to the supervisor after the employee has viewed his training material. Preparing to research a Call Monitoring Project? here s a quick checklist which you ll need to have ready: - # of agents/seats in your call centers - # of call center locations - Make and model of phone system model & handsets - # of Supervisors who will need to playback calls Important questions you ll want to bounce off your team: - Do we want to record every call? - If multi-location, do we want all recorded calls to be saved back to a centralized server? - Do we want to record screens? - Do we need PCI Compliance? - How long do we want to archive calls? - Do we have evaluation forms to use in the system? - What reports do we require? Call Monitoring enables you to create a "greatest hits" list of the best and worst call examples. With a call monitoring, you may have the ability to grab your recorded events and organize them together for training purposes. You can then publish your package to the web, a shared network drive, or even burned to cd. You can create a group of events related to a similar training theme, or even a greatest hits collection of stellar service calls sure to impress the executives. A successful call monitoring implementation enables teams to work to common goals and expectations. No QA program should be implemented without first having everyone on board with both the concept and the goals. Both management and employees should have common goals, expectations and metrics the momentum of a cohesive team effort will often empower the ability to exceed those goals. Call Monitoring can affect your entire organization. Customized reports can allow you to determine if training needs are for individuals, teams, or the entire organization. Having the ability to focus in on training requirements for individual agents is one benefit Page 3 of 5

4 of a solid reporting mechanism, but quality monitoring reports should also allow you to examine your teams deficiencies, and organizational problems across the board. This will allow you to deploy individual, team and company-wide training programs and improve overall call center performance. Ways to ensure your agents are getting the most out of their apps: Virtual Observer was the first call recording system to release a Live Panel set of features as an included component called VO Live. VO Live is a breakthrough monitoring technology which allows supervisors to see a thumbnail overview of all agent desktops. Supervisors can then click on a thumbnail and enlarge, chat to offer assistance, or completely take control of an agent s desktop and help navigate applications they might be having trouble with. Call monitoring vendors are also beginning to leverage a 3 rd party technology from Cicero which analyzes user behavior on the desktop and provides analytics for performance improvement. Call Recording with screen capture functionality allows for greater understanding of how agents use their applications. Screen Capture technology isn t only for nabbing solitaire players or web surfers during business hours it can also be used to watch an agent navigate through a crm while helping a customer on the phone. Often time-saving process improvements can be made after observing CRM usage. Screen capture, and especially video-mode screen capture (where every on screen movement is captured, not just stills), can have a huge impact on ROI. Where quality monitoring is heading as a technology: Virtual Observer is one of the first full-featured quality monitoring systems to live in a web browser. The features and functionality described in this whitepaper are all available now from a standard web browser, reducing your IT footprint and giving users a familiar and secure environment from which to work. The next step in the future of call recording and call monitoring platforms will likely take place in the form of Software As A Service (SAAS), in a hosted environment. Page 4 of 5

5 How a call monitoring system protects your most sensitive data: Virtual Observer reduces liability and ensures PCI / HIPAA compliance. Virtual Observer encrypts all media to 256-bit standards and also can equip you with the ability to remove sensitive data from recorded calls or screens. Call recording protects you against liabilities. If your company records every call, you'll never be caught missing the important call which needs to be played back to verify a sale, resolve a dispute, or prove compliance. Even better, calls can be preserved for training purposes. For example, a customer was able to play back and score a call which captured an agent saving a large customer's account. The "why" behind the possible cancellation and the "how" the save was conducted was preserved as training material for all new hires. Call recording can help to prevent fraud. A Virtual Observer customer s system was recording for just under 48 hours when it captured a fraudulent customer calling in to activate his stolen credit card. The caller had presented all of his contact information, and the recorded call was presented to the authorities. How call monitoring provides a rapid return on investment: Call Monitoring can indeed deliver a fast ROI. Once a quality monitoring program has been implemented, the return on investment can be realized very quickly. This translates to the bottom line via more upsells, saves and new sales, less turnover, faster training cycle time for new hires, and much more. Page 5 of 5

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