Strategic Value for Call Centers

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Strategic Value for Call Centers

• Tracer Call Center Recording and Quality Assurance

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Call Center Definition

• Call centers are a combination of people, process
  and technology organized to achieve a specific
  mission through telephone-based communications

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Strategic Makeup

• The type of call center defines its goals
• These goals dictate the critical processes
• People are selected to align with critical
  processes
• Technology is used to enable/improve critical
  processes or drive meaningful efficiency

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Two Primary Types of Centers
Profit Center Cost Center
A profit center directly contributes revenue and profits to the company A cost center does not contribute revenue, at least not directly, to the company
Need Drivers by Type of Call Center Need Drivers by Type of Call Center
Drive revenue growth Develop processes to scale with demand Maintain or improve operating margins Verify applicable regulatory compliance Control costs Develop processes to reduce or deflect demand Maintain a defined level of customer satisfaction
Critical Processes Critical Processes
Compliance Agent training development Best practices identification Agent training development Escalation/dispute handling Satisfaction measuring
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Value Equation Profit Center
Proactive
Training Development
Best Practices Identification
Call Scripting
Training Development
Very proactive takes consistent work to develop talent Highest value builds consistent use of best practices for maximum results
Compliance
Its reactive only used when audited Low value used to meet external standard, not business driver
Call Scripting
Somewhat reactive develop once and change when necessary Modest value consistency is critical, but a call script process is only the beginning
Best Practices Identification
Moderately proactive need to seek them out High value knowing what drives business results provides control
Compliance
Reactive
Low Impact on Success
High Impact on Success
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Call Recording in Profit Centers

• Address critical processes across spectrum
• At minimum one gains compliance and protection
• Use as reaction to exceptions to identify best
  practices
• Be active and build more effective development
  processes

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Recording for Compliance
Compliance Requirements
FTC Telemarketing Sales Rule FTC Telephone Order Merchandise Rule Various SEC and FINRA regulations
Value of Compliance
Revenue protection Avoidance of penalties and fees Avoidance of bad press
Solution Drivers
Reliability Efficiency of data retrieval Security
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Tracer as Solution
Reliability

• Multiple storage options including RAID 1
• Complete set of alarms

Efficiency of Data Retrieval

• Powerful search on any call data
• Instant playback
• Outlook-style organizational structure
• Share via encrypted media streaming or email
  recording as .WAV file

Security

• Permissions-based architecture
• Encrypted media streaming
• Valid recording authentication

Share recording, just a segment or entire call
Intuitive folder hierarchy for easy organization
and retrieval
Powerful yet simple search
Instant playback
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Recording for Best Practices
Best Practice Identification Process
Reactively monitor agents who produce exceptionally good or bad results Reactively monitor teams producing exceptional results
Value of Best Practices Identification
Increase revenue by sharing good sales technique Increase revenue by reducing bad practices Control cost by reducing wasteful practices
Solution Drivers
On demand accessibility Live or historical monitoring Ability to share examples with team
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Tracer as Solution
On Demand Access

• Easily access calls via OAISYS client
• Simple, efficient search and playback

Live or Historical

• Live monitor over network
• Auto monitor specific employee
• Retrieve to playback by employee

Sharing

• Share voice document with annotations or email as
  a .WAV file
• Highlight key moments and share specific segments
  of calls

Auto monitor by employee
Add text-based annotations
Highlight key moments
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Recording for Development
Personnel Development Process
Establish performance standards and metrics for critical processes Systematically evaluate performance Base training, promotions and changes on performance reports
Value of Personnel Development
Increase revenue through improved performance Control training costs by focusing on those demonstrating ability Control personnel costs by reducing non-performers
Solution Drivers
Recordings linked to evaluations Reporting on evaluations Graphs for easy analysis
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Tracer as Solution
Linked Evaluations

• Customized quality evaluations
• Assign evals to teams and supervisors
• Self and supervisor evaluations

Evaluation Reporting

• Report by agent
• Report by team
• Comparisons, trends, etc.

Easy to Read Graphs

• Bar, line and pie graphs to quickly convey
  quality data

Easily customized evaluations
Generate reports based on comparisons, trends,
agents and teams
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Tracer A Complete Solution

• As a solution, Tracer can address all levels of
  the value equation in a profit center
• Compliance and protection through reliable
  recording, efficient retrieval and authenticity
  verification
• Best practices identification through reactive
  monitoring of live calls and recordings along
  with email sharing
• Personnel development through consistent
  processes using custom evaluation forms, reports
  and graphs

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