CALL RECORDING eBOOK
Who in the Organization Can
Call Recording Help?
Who Benefits from Call
The case for employing call recording software in your
organization strengthens every year. Organizations spanning all industry sectors (even non-profits and government entities) are finding significant value in utilizing such systems to capture, monitor and track customer interactions.
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.
Call recording can add value to almost every area of your business.
Business Size: O Small O Medium O Large Business Type: O For-Profit O Non-Profit O Govt. Industry Sector: O Any Vertical
Job Position: O CEO/Business Owner
Job Position: O CEO/Business Owner O Compliance Officer O VP Customer Care O Call Center Mgr O Sales VP
O Marketing VP O Fraud Officer Geography: O Every Region of the World
Where Can it Help?
Monitor your call center agents to ensure quality service
Review your agents’ screen activity to ensure smooth navigation Capture and replay best-practice interactions for trainees
PCI and HIPAA Compliance
Ensure your agents properly handle credit card information Ensure your agents properly handle personally identifiable info Access past recordings to prove compliance when/if necessary
Resolve Disputes and Verify Orders
Resolve he-said/she-said customer disputes Resolve he-said/she-said customer disputes Verify order consent given by customer
Access a recorded conversation for litigation evidence
Uncover critical sales and marketing intelligence
Identify why cross-selling/up-selling offers aren’t working Determine why customers are cancelling their orders
Understand why customers in Texas buy the most in the summer
Identify workflow process breakdowns Identify screen navigation issues
Whether directly or indirectly, call recording can benefit a number of key individuals within the organization, helping them perform their duties and succeed in their position.
These individuals can include:
CEO, Biz Owner VP Customer Service Call Center Manager VP Sales VP Mktng Compliance
B2B Software Company
Job Description: Build a successful business from the ground up while establishing and cultivating a viable customer base that yields enough revenue to scale the organization.
Motivation: Wants to occasionally hear the actual voice of the customer to keep a pulse on their needs, concerns, etc.
Scenario: Deborah runs a successful $35M HR software company and is experiencing flat growth for the very first time. She feels it would greatly benefit her and her senior staff if they went back to basics and actually “listened” to the customer. The entire executive team has been working in a vacuum for the last several years and really only assumes what customers want. They realize they need to hear first hand from the customer on a regular basis to keep their ideas fresh and their innovation on target.
ideas fresh and their innovation on target.
The company employs call recording software and Deborah and her senior team commit to listening to 10 calls each per week. At the next executive team meeting, everyone is shocked at how much more informed they are about the customers’ needs and how much more insightful their discussion is about growth and product strategy. As a result, the company embarks on a much more
customer-focused strategy and is optimistic about the results.
VP of Customer
Job Description: Responsible for the customer-service strategy of the organization. This person sets the agenda for how the company interacts with customers.
Motivation: Wants to ensure customers are receiving the stellar experience they deserve so they keep coming back and refer the company to others.
Scenario: Steve is one of those VPs of Customer Service that really is all about the customer. He cares deeply in his company’s
reputation and prides himself on the organization’s consistent 94% customer satisfaction rating. He isn’t shy about throwing the lofty number around at company meetings, customer lunches and even cocktail receptions with his wife and friends.
Steve and his customer service department already use call
recording and quality monitoring software to assess call-center agent performance and identify best-practice calls to highlight at the team’s weekly meeting. His supervisors also use the system daily to
evaluate agents and identify areas for improvement.
He knows his company’s reputation depends largely on how well his agents satisfy his customers’ needs and he is committed to ensuring his front-line agents acquire the skills they need.
Call Center Manager
Large Hotel Chain
Job Description: Responsible for the daily running and
management of the center and for meeting customer service targets as well as planning areas of improvement or development.
Motivation: Run a smooth call center with high performing agents, high first call resolution (FCR) rate, high customer service levels, and a low average handle time (AHT).
Scenario: Cliff is compensated strictly on two metrics – FCR and AHT – and as such, he monitors these numbers on a daily
(sometimes hourly) basis. He is pretty fanatical about the numbers, but it is understandable as his compensation is directly tied directly to them.
Using the company’s call recording software, Cliff set up an Using the company’s call recording software, Cliff set up an
automatic report that runs on his desktop, which shows in real time the call center’s FCR and AHT rates. The report also tells him which agents are far above and far below his pre-set performance
thresholds so he can reward and/or incentivize accordingly to keep the numbers on an upward trajectory.
Cliff is hopeful he will receive his biggest bonus check to date at this year’s awards dinner.
VP of Sales
Job Description: Responsible for the direction and management of all sales and business development operations, and for driving customer acquisition and sales revenue.
Motivation: Wants to increase sales revenue and bring in more new customers.
Scenario: Cliff is one of those heads of Sales that cares about one thing – keeping his current customers happy so they renew their annual subscriptions each year. This alone keeps the company’s revenues healthy every year. With a recent drop in renewals, Cliff knew he had to do something, so he enacted an offer of 90 days of free machine maintenance if the client renews their annual contract. He has the call center agents dialing out to existing customers to make the offers.
make the offers.
Jeff is running a recurring report from the call recording system that shows him how many customers were offered the free maintenance and how many accepted and renewed. He’s using this intelligence to assess the campaign’s success. He’s also contemplating running two offers simultaneously and using a similar report to measure which does better.
Jeff likes having a direct line of site to customers when running these renewal campaigns. It lets him make necessary changes quickly.
VP of Marketing
Job Description: Responsible for developing and executing a clearly defined marketing and communications strategy in support of sales and market-share growth.
Motivation: Wants to intimately understand the needs and concerns of the organization’s customers in order to better target and engage them.
Scenario: Diane has been with the company for several years but only recently was promoted to the top marketing position. She wants to take a very customer-centric approach to establishing a dialog with prospects and first needs to better understand what drives their decision making. To get this inside perspective on the company’s target customer, she takes the time to listen in on 100 calls over a two week period. She selects 25 new order calls, 25 cancellation calls, 25 successful up-sell calls and 25 product support calls.
By listening to 100 customers in all of these different capacities, she learns several By listening to 100 customers in all of these different capacities, she learns several things:
• Customers find the company’s products to be cheap and not last • Customers are reluctant to sign long-term contracts
• Almost every product support call is about the same broken part
She works with product development to fix these issues right away and then embarks on a campaign to communicate the company’s commitment to product and service excellence. Six months later she listens to another 100 calls and sees that things are already starting to turn around.
Job Description: Responsible for setting corporate compliance policy and ensuring all staff adhere to relevant governmental, industry and corporate regulations and policies.
Motivation: Ensure all staff comply with all relevant regulations so the organization avoids costly infractions.
Scenario: Wellington is a former corporate attorney and knows the company’s regulatory environment quite well. Of late, the company has been receiving many complaints and law suit threats from customers about the organization’s handling of private information.
He works with the call center manager, Cliff, to find out what’s going on. Cliff takes a sampling of calls in which credit card information was collected and listens to those interactions. He then shares them with collected and listens to those interactions. He then shares them with Wellington who also listens. They both discover the issue right away. The call center agents’ current workflow when taking credit card
information is not optimal. It requires agents to dual-populate the credit card number. To do this properly, agents are opening up the Notepad app on their desktop and typing the number in there so they can re-enter it on a later screen. This type of mishandling of personally identifiable information leaves the company vulnerable. Wellington institutes corporate policy to change this right away. Soon thereafter the complaints and lawsuit threats decline dramatically.
Job Description: Manages a team of professionals focused on
developing, refining, and driving innovative fraud management strategies, analytics, and initiatives across the enterprise.
Motivation: Minimizing all fraudulent activity across the company and among customers.
Scenario: Cameron is the corporate fraud officer and of late the insurance company has been paying out an awful lot of claims they believe could be fraudulent, but they can’t prove. The circumstances don’t always seem to add up. In addition to deploying his team of investigators, Cameron wants to find other ways to thwart such activity. He meets with the head of the call center and discusses how they can help. He learns that the call center can flag and easily query all calls help. He learns that the call center can flag and easily query all calls associated with a specific claim. His investigators can then scrutinize each call (when they suspect fraud) to identify any inconsistencies or discrepancies that might indicate fraudulent activity.
After tapping into the call center for help, Cameron’s team has already identified two fraudulent cases in which the customer’s story changed from one call to the next. His team used the recordings to disprove the policy-holders’ cases. These two instances alone have saved the company $67,982.
So Ask Yourself, “Do I
Really Need Call
By now the answer should be clear. Yes, every organization can benefit in a variety of ways from having a call recording system – in the areas of customer service, compliance, business intelligence, dispute resolution, order verification and more.
Some questions you may be asking yourself about call recording:
Is it expensive?
It can cost you as little as $5 per month per user (depending upon product, scope and size).
Is it hard to install and maintain?
It can install in as little as 30 minutes and require no maintenance if you select the right solution.
Is it difficult to learn and use?
You can learn to use it effectively in as little as an hour,
3You can learn to use it effectively in as little as an hour, and it is quick and easy to garner the information you are looking for – with the right system.
Does it require costly hardware?
You can purchase an open-architecture software-only solution that runs on standard industry hardware.
Who in myorganization will likely benefit?
You now know just how impactful it can be across the company.
About OrecXNorth American based OrecX provides call recording software and related modules to the world-wide user community at a fraction of the cost and
complexity of proprietary applications. For pennies a day, organizations with 2 to 20,000 users can maximize the benefits call recording provides.
More than 110,000 users have downloaded the open source version of OrecX (across 160-plus countries), which has received accolades from Linux World, Unified Communications Magazine, and TMC Magazine. More information about OrecX is available at http://www.orecx.com/.