Presentation on theme: "Call Recording Made Easy"— Presentation transcript:
1 Call Recording Made Easy This is a speaker frame. Use this background to announce a new speaker, their title and company they represent. All names should use the font Lucida Fax. All titles should be Arial.Presented by Barbara CourneyaNational Director of Contact Center TechnologyAvaya Certified Contact Center Expert, Ext or
2 NACR Quick FactsFounded in 1993 by current CEO, privately held, entrepreneurialNationwide coverageMore than 400 employees and growing$10 million in new and refurbished inventoryAvaya’s largest Diamond and Platinum certified dealerNumerous AwardsAvaya Three-Star Service Provider, 7-time Avaya Business Partner of the YearBusiness Partner of the Year by both PlantronicsBusiness Partner of the Year Eaton Powerware and Meru 2008First-ever Avaya Leadership Pillar Award Winner, 2004Consistently highest marks on Avaya’s yearly Customer Satisfaction SurveyDedicated Contact Center, Unified Messaging & VoIP SpecialistsPartner solutions to support the contact center: Nice, Verint, CallCopy, VPI, Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and moreHighly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and Avaya certified service engineersDedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certificationsDesign, implementation, & support professionals with extensive experienceProject Management Professional (PMP) certified teamPerformance Readiness Center to fully test applications before shipping
3 Call Recording Legal Considerations Total Recording or Record on Demand to Comply with FTC Telemarketing Sales Rule requiring verification of purchaseRule Stipulations“without the customer’s or donor’s express verifiable authorization”…”express oral authorization which is audio-recorded and made available…”“make and maintain an audio recording of the entire telemarketing transaction…”State by State Call Recording RegulationsOne-Party vs. All-Party NotificationList of state requirements provided on web linksFederal law makes it illegal to record both wireless and cell phone conversations outside of one party consentWireless and Cell Phone Scanners illegal to sell or have in possessionDamage Claim DeterrentKnowledge that recording exists often settles disputeHe Said / She Said
5 Why Record? - The Business Needs Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC )Not all storage media choices are acceptable in a court of lawNot all recording methods can assure 100% capture“Cradle to Grave” tracking or “Proof of Sale” requirementsRisk Management & Dispute ResolutionFinancial Services “was that trade $15,000 or $50,000”Insurance “I was quoted $38/month for this policy”Healthcare “You said this procedure was covered”..Hospitality industry “I was promised an upgrade..”Utility “I called 3 times about the downed power line”Quality ManagementAgent performance monitoringIdentify training needsFine-tune call handling proceduresBusiness Performance ManagementAchieve business objectivesBusiness intelligenceIdentify root causes“Ultimately, the value of technology is judged by how well it facilitates relationships”New Rules for the New Economy, Kevin Kelly
6 Call Recording Benefits ImproveCustomerServiceEnsureQualityStandardsIdentifyTrainingNeedsMeasurePerformanceSalesVerificationEvaluateCustomerSatisfactionLiabilityProtectionThreatTrackingCaptureTestimonialsMeetRegulationsShareInformationIdentifyCustomerExpectationsProductivityImprovementResolveDisputesThe top reasons for monitoring cited by respondents were the same this year as in the 2004 study: 1) Ensure that quality standards for each call are met; 2) measure agent performance; 3) evaluate level of customer satisfaction; 4) identify customer needs/expectations; and 5) identify additional training needs for individual agents.81% of Call Centers use Call RecordingNon-Call Center Environments Are Increasing Usage
7 The Importance of Quality Monitoring You can't manage or improve what you don’t hear!!What can be learned beyond the statistics?In the Prosci study, over 75% of participants indicated that they monitor their agents less than 10 times per month, with most of them monitoring agents only one or two times per month.Source: Call Center Learning Center: Call Center Best Practices ReportCustomer handling skillsIntonationSales ability and techniquesProduct knowledgeTechnical knowledgeEscalation proceduresAdherence to policies9
8 What Agents Have to Say About Quality Monitoring… “…just like a personal trainer, it really keeps you on top of your job.”“My calls sound more professional because I am able to go back and review a call I have taken to see how I can improve my next call.”“It has allowed me focus on my tone to make sure that it's much more professional than it had been before.”“…makes me more conscious of my productivity.”“I enjoy going back and reviewing my mistakes and doing this helps me correct myself and improve as an individual.”“…enabled me to concentrate on specific weaknesses, or allowed me to fine tune my strengths.”
9 The Value of Quality Recording Financial Services“Cut new hire agent turnover from 30% to 2% to see an immediate return on investment in training.” Chase Mellon BankCross-Industry“Customer satisfaction rate rose by 8% MitsubishiQuality RecordingUtilities“Overall quality scores have risen from 88% to 95%.” Texas UtilitiesTelecom“First contact resolution Improved from 73% to 90%.” – IntertwineInsurance“Policies sold to quotes given, has gone up 16% from 24.3% to 40.2% in only six months.” Canadian DirectTechnology“Our CEM system has increased our supervisors’ productivity by 30%”– CompaqOutsourcing“The system paid for itself within the first 6 months, and we anticipate an ongoing ROI of $240,000 per year.” – Software Spectrum
10 Call Recording Application Choices Total Recording (aka Full-Time, 100%, Bulk Recording)All Calls Recorded – system built for full-time recordingUsed for Compliance and Risk ManagementSelective Recording (aka Business-Driven Recording)System built to record a subset of calls (e.g. calls from certain 800#s)Can be used for partial Total Recording - recording certain all calls but triggered from the CTI eventsRecord-on-Demand (ROD)Provides the user with the capability of user controlled recordingThree types of ROD:Agent InitiatedSupervisor InitiatedEvent-Driven ROD (e.g. access field on associated screen capture)Quality Management (aka Quality Monitoring, Random Recording)Monitor and improve agent performance in call centersRandom Sampling of CallsSometimes also utilize Live (“Real Time”) Monitoring through call recording I/FInsight Recording (also called Precision Monitoring)System built for Business IntelligenceStriving to record all calls for analytical and discovery purposes
11 Call Recording Connection Methods Desktop Connection between telephone and PCPhysical Station or Trunk tapMost reliable interface often recommended for legal recordingMakes moves, adds and changes more difficultAnalog ports or T1 physical connectionService ObservingAvaya Single Step ConferencingPassive VoIP Sniffing and other VoIP interface optionsDoes not support dual connect home agentEncrypted IP phones may not be able to be recordedAvaya Device Media Call Control (DMCC/CMAPI) VoIPSupports multi-site call recording from centralized systemDoes not support speaker separation for speech analytics"The Quality Management recording market is the fastest growing contact center segment, despite the maturity and commoditization of the traditional functional component. The overall market increased by an amazing 106% between 2005 and The contact center component of the workforce optimization market increased by a very significant 44.7%" Donna Fluss, President, DMG Consulting
13 Desktop ConnectionDesktop PC captures call recordings for local or file server storage.Hardware device or modem used to connect voice conversation to the desktop PC.ADVANTAGESDISADVANTAGESTends to be more cost effective for smaller operations – The required hardware and/or software generally costs less than $500 per station. Standard .wav file readers used for PC based playback are generally “freeware”.Reliability – Total recording is only accomplished via voice activation which may not accurately capture start and end of the conversation. This is best used in a “record on demand” environment where the agent or supervisor control the start and stop of the call recoding.Supports recording of all call types – both external and internal calls can be recorded.Limited Information Elements – Finding the appropriate call record may be difficult as the information automatically collected is often limited to date, time and extension number. Additional information may be added by the user. Some systems can capture Automatic Number Information (ANI).Investment Protection – Works with any PBX/ACD and handset.Will not capture the complete ‘Customer Experience’ - Recordings will not include holds, voice response, or transfers to extensions that are not connected to their own recorder.Storage Options – Recorded calls can either be stored in the locally attached PC or in a file server.
14 Sample Desktop Solution from CSI Record Now$250-$400 per workstation depending on requirementsLegal recording disclaimer, beep tone, etc. extra costBuy 5, Get 1 Free for AIRS conference attendeesCustomer installableUses local PC or network file server as recording mediumMinimum PC requirementsMicrosoft Windows 95 and up133 MHz Processor16 MB RAM10 MB Available Hard Disk SpaceStandard .WAV files can be played with any “freeware” .WAV playerRecord on demandLocal or remote (if ACD supports) by supervisor using service observingAgents can capture critical calls“Bulk” recording can be activated when PC is bootedVoice activated recordingInformation elements can be added for easier searchInfo elements via pushed pop up box based on business rules- Can also define file naming criteria which could start with added info elementLegal disclaimer – “this call may be recorded for quality purposes”
15 Recording Traditional (TDM) Telephony Three methods of TDM recording –TrunkExtension or Station SideService Observe or 1 step conferencing
16 Trunk Side Recording Recorder passively connected to TDM trunks Recorder channels are dedicated to specific trunks (1-to-1 relationship)ADVANTAGESDISADVANTAGESCaptures the complete ‘Customer Experience’ - Recordings will include everything the customer heard (e.g. holds, transfers etc.)Cannot record Internal calls - Can only record External calls (both inbound & outbound)Reliability – Total (100%) recording available even without CTI (requires Call Detail Recording or limited search capabilities)CTI “Sensitive” - In event of CTI failure it will be hard to find recordingsFlexibility – Not “sensitive” to Move/Add/Change (MAC’s)MAC’s do not force reconfiguration of the recording equipmentTDM trunks onlyIP trunk recording not supportedDevice independent - Supports recording of all phone types including encrypted IP phonesCTI Integration is required if you want to block certain extensions from recordinginvestment protection – Upgrade to switch does not typically require changes to the recording system (for example upgrading to a hybrid switch with IP phones will not require changing the recording equipment)Costly - Most cost effective for larger operations, where there are typically more stations to be recorded than trunks which is not usually the case with a call centerLocation independent – potential to support remote agents branch sites when trunks are centralized with call logger
17 Extension side recording (TDM) Passive tap into the line that connects the switch to the telephone punch-down blockA cable is installed so that each extension connects directly to a recording channel (“port”) in the recorder (1-to-1 relationship)ADVANTAGESDISADVANTAGESReliability - The most reliable recording method (not CTI dependent)More complex installation - connections are required to each extension to be recordedSupports recording of all call types – both external and internal calls can be recorded“Sensitivity” to Move/Add/Change (MAC’s)MAC’s force reconfiguration of the recording equipmentTends to be more cost effective for smaller operationsWill not capture the complete ‘Customer Experience’ - Recordings will not include holds, IVR or transfers to extensions that are not connected to the recorderRedundancy - Supports redundancyCostly solution for large centers - a recording channel is required per each recorded extensionNo investment protection – Upgrade to switch might require changes to the recording system (for example upgrading to IP Phones which can’t be tapped)Device dependent - Different interfaces depending upon extension type (no IP phone support)
18 Recording with Service Observe or 1 Step Conferencing Recorder connects directly to the switch typically using DS-1 boardsSimulating Service Observation or Single Step Conference Via CTIADVANTAGESDISADVANTAGESCost Effective - Can be cost effective when recording only a few calls selectivelySelective only - Does not support Total Recording (typically uses limited number of T1’s)Flexibility – MAC’s do not force reconfiguration of the recording equipmentCTI dependant – 1 Step Conference Recording dependant upon Computer Telephony IntegrationFlexibility - Can support recording of all phone types, including encrypted IP phonesRequires switch configuration – DS1 cards and configuration of switch resources is requiredSupports recording of all call types – both external and internal calls can be recorded“Sensitivity” to switch resources – Service Observe requires switch resources (3 timeslots per recording)Can work alongside Trunk side - Can be used with trunk side recording to record certain internal callsNo investment protection – Upgrade to switch might require changes to the recording system (for example upgrading to pure IP system)Can support complete ‘Customer Experience’ – requires the use of Customer Experience Service Observation not available on all systemsCould impact manual service observing - With some switches, stations being recorded cannot also be simultaneously manually observed by supervisorsLocation independent – potential to support remote agents and branch PBX’sVendor ACD Specific - Not all vendor ACD switches support these means of call recording
19 VoIP Recording (Port Mirroring / Passive “Sniffing” or “Spanning”) Recording based on network switch port mirroringThe network switch can be configured to port mirror IP phones, entire voice VLAN’s or gatewaysADVANTAGESDISADVANTAGESSoftware only option - Can be provided as a software only recorder without dedicated, “proprietary” loggers. Customer provided hardware still required.Dependant upon network switches’ capabilities - Requires network switch to support specific port mirroring modes and capacitiesSimplified installation - Process easier when compared with traditional recording (only requires network connections)“Sensitivity” to network performance - solution is based on IP and is subject to the customer’s network conditions, outages, and packet lossCentralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single pointDevice dependant– supports only IP phones (can not record Analog or digital devices)Scalability - Expanding recording capacity doesn’t necessarily require adding hardwareOften No Support for Encryption - Encrypted IP phones may not be able to be recordedFlexibility – Not “sensitive” to Move/Add/Changedoes not force reconfiguration of recording equipmentCPU “intensive” – providing high-density system (100’s of channels per server) requires strong CPU’s to perform the “sniffing” tasksCost effective Redundancy - Fault tolerant architecture makes it easy to achieve redundancy
20 Duplicate Media Streaming Alternative VoIP call recording with Cisco ICM and NortelCisco ICMSupports Application Invoked Recording or Automatic RecordingRequires Computer Telephony IntegrationIf remote site goes into survivable mode, call recording is lostNortel Symposium Audio DeliveryTransmits a duplicate Real-Time Playback (RTP) stream from the agent’s extension directly to the ULTRA VoIP Acquisition ModuleThis feature is supported in station- side tapping environments only.Requires Meridian Link Server computer telephony integration
21 Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI) DMCC interface emulates bank of IP softphonesThese IP phones can observe any other phones (IP or TDM) for recordingReliable way to record IP phonesADVANTAGESDISADVANTAGESInvestment protection - Simultaneous support for TDM, IP or mixed environmentsMay not be suitable for compliance/legal requirements – More single points of failure than trunk or station tap. May be duplicated to improve reliability.Centralized Recording - Multi-site configurations and Virtual Contact Centers can potentially be recorded from a single point“Sensitive” to DMCC/CMAPI Connector Server failure – if the connector server is down recording is disabled.Remote AES and logger can be provided for survivability.Simplified installation - process easier compared with traditional hardwired recordingRequires switch configuration – may require additional hardware ( e.g. CLAN, Media Processor Cards).Software only solution – Doesn’t require recording boardsFlexibility – Not “sensitive” to Move/Add/ChangeDevice independent - Supports recording of all phone types including encrypted IP phonesScalability - Expanding recording capacity doesn’t necessarily require adding hardware
22 Call Recording Storage Methods Digital Audio Tape (DAT)DAT has the ability to record at higher, equal or lower sampling rates than a CD (48, 44.1 or 32 kHz sampling rate respectively) at 16 bits quantization.Must load archived tapes for access to call recordingDVDApproximately 7 GB per DVDMust load archived DVD for access to call recordingDirect Hard DiskAvaya DMCC G.729 approximately 6 Meg per hour of recordingsCisco IP approximately Meg per hourRequirements vary by compression algorithm used by various call recording vendorsStandard compression uses 1GB for approximately 180 hours of call recordings
23 Centralized StorageBusiness driven, automated archiving – Eliminates manual and time consuming tape management by automating archiving and retention of interactions, based on user-defined business driven rules for archiving: what, when, where and how to archiveSelective retention – Automatic rules-based deletion of interactions based on any CTI criteria and/or age of recording.Multi-site and multi-system support – Supports multiple capturing systems and multiple sites for centralized data and archiving management.Scheduled data transfer – Scheduling engine for off hours processing minimizes impact on the network during peak hours.Mass storage support – Support for virtually any kind of storage device and any topology (e.g. NAS, SAN, CAS, etc). Integrates with leading storage vendors, such as EMC (including Centera), IBM (including Tivoli Storage Manager), Network Appliance and more. Supports multiple capturing units of different types.Full redundancy available from most call recording providers who support centralized storage for both the archiving and retrieval operation.End-user transparency and fast retrieval – Automatically retrieves archived interactions upon request without the need for human intervention and with full user transparency. When searching for and playing back a call, the actual location of the recording is transparent to the user.Advanced compression and file export options – Interactions can be captured and stored using industry standard compression (G729, G723) to minimize network bandwidth impact and storage requirements. In addition, files can be exported to standard *.WAV format.Compliance - Meets regulatory requirements for disaster recovery, business continuity planning (BCP) and data retention.NAS, network-attached storage, is computer data storage connected to a computer network providing data access to heterogeneous network clients.A NAS unit is essentially a self-contained computer connected to a network, with the sole purpose of supplying file-based data storage services to other devices on the network. The operating system and other software on the NAS unit provide the functionality of data storage, file systems, and access to files, and the management of these functionalities.A storage area network (SAN) is an architecture to attach remote computer storage devices (such as disk arrays, tape libraries, and optical jukeboxes) to servers in such a way that the devices appear as locally attached to the operating system. Although the cost and complexity of SANs are dropping, they are still uncommon outside larger enterprises.Content-addressable storage, also referred to as associative storage or abbreviated CAS, is a mechanism for storing information that can be retrieved based on its content, not its storage location. It is typically used for high-speed storage and retrieval of , such as documents stored for compliance with government regulations. Roughly speaking, content-addressable storage is the permanent-storage analogue to content-addressable memory.
24 Web Chat Emails Faxes Screen Capture Completes the Picture Navigation SkillsData EntrySystem KnowledgeProcess ProblemsAccuracy of InformationMultimedia ContactsWeb ChatsFaxesScreen Capture Contact Recording ModesTotal – requires more storage than voice callsEvents Recording – Every time the defined events occur on the screen, recording is initiatedSchedule-Bound Recording – Only a percentage of the interactions are recorded based on schedulesInteractions are labeled and stored in the recording system to be played back, evaluated, archived, etc.Provides effective solution for monitoring performance of off-phone agents. Which is why getting the the complete picture is so important you cannot just look at the finished product .. : To understand the interaction … any interaction you need all the information . That is way the technology needs to capture both the customer voice.. And the actual agent activity.. Then you can take asses navigation skills .. Data accuracy.. System knowledge ..By incorporating SCREEN CAPTURE you will not only hear the agent, but see screen event associated with the call.Using Screen Capture , a leading service bureau was able to identify and resolve navigation roadblocks and reduced call handle time by 10%
25 Multichannel CC Prevalence More than four in five centers (83.9%) handle customer transactions. Only 43.7% of them have an response management system in place to enhance routing, tracking and reporting.Just over half (55.4%) of centers support a Web self-service application, with the most common features of these apps being FAQs, customer access to personal accounts, help options, and a knowledge based search engine. Web chat in contact centers appears to have reached a plateau -- 15% of centers surveyed this year currently handle chat transactions, compared to 15.6% in the 2005 ICMI study.Web callback transactions also show little growth -- with just 9.3% of centers handling such contacts (down slightly from 10.9% in 2005). However, more centers today (58.4% vs. 50%) have their chat agents use Web collaboration tools during sessions with customers.Click-to-talk Web calls remain rare in contact centers: only 6% of centers surveyed currently handle such contacts (up slightly from 4.3% in 2005).Only 29.4% of respondents reported having a multichannel contact management system in place in their center.Source: ICMI 2007 Survey
26 Rules Based Priority Processing The Ultimate AnyMedia Contact Center, FAX,Voice MailMISMessagesUniversalAgentRules Based Priority ProcessingSkillSkillSkillSkillH.320, H.323H.324Switched orPacketVideo &DataText WebCellIMVideoFAXVoiceMailLiveIn/OutCallWeb AudioPriorityPriorityPriorityPriorityIn/Out CallsCommon Service QueueCommon Reporting VehicleCircuit SwitchedVoice“When it comes to customer contact, it’s all about being accessible and giving customers choices.” Incoming Calls Management Institute
27 Who Are the Players in Call Recording? Quality Management and Liability Recording Vendors Reviewed
28 cc: Discover Product Benefits cc: Voice cc: Quality cc: Screen Call recording engine able to record 100%, random, event driven, or on-demand. Digital, VoIP, CTI-based, or blended environments.cc: QualityProvided with all call recording systems, cc: Quality enables you to build a diverse set of individually tailored quality evaluation forms.cc: ScreenInternally developed screen recording engine. Can record agent movements synchronized to audio or stand alone for and chat. Records in Terminal Services, Dual Monitor, and in non CTI environmentscc: SecurityEnables additional security features to meet regulatory standards which Includes API initiated blackout events, encryption of all client-server communication & stored recordings.cc: SurveyMeasure customer satisfaction by utilizing cc:Survey IVR based system. Offered in both Hosted and Premise based solutions.cc: AnalyticsOffers key word spotting, emotion detection, and stress analysiscc: Screencc: Qualitycc: Surveybcc: Securitycc: Analyticscc: Voicecc: DiscoverThe CallCopy Suite28
29 OnviCord Call Recording Complete & Comprehensive Platform Base FeaturesFull-time recordingSelective recordingLive monitoringVoice and data recordingVoIP and TDM recordingBrowser-based playbackPermission-based accessQA Evaluation formsintegrationEnhanced FeaturesRandom recordingRules-based call selectionSearch by customer dataGraphical displaysComprehensive reportingFlags and commentsRemote playbackSpeech analyticsE-LearningCustomer surveys
30 “Best Kept Secret” Low Cost Alternative - CSI Virtual Observer Supports Multi-Site EnvironmentsRules Based Screen CaptureIntegrated EvaluationEmployee Performance ReportingE-Learning/Content DeliveryVO Live – Live Panel, Live Desktop, Live ChatRobust Custom Report WriterPlayback via Supervisor PCQuality Monitoring without Computer Telephony IntegrationSimple to ImplementIT and Telecom FriendlyFree software updates AND major product upgrades throughout ownership as long as on maintenance!Integrated Evaluation - Virtual Observer contains a template builder component that allows the user to build as many different templates, or questionnaires, as necessary. The questionnaire building process is completely customizable and allows the user to define their own topics (groups of questions) individual questions and their corresponding text, acceptable answers (True/False, Yes/No, Numeric Range, Date or Text), weighted values for answers, required comments and much more. By using the event log to query specific calls the evaluator initiates playback by double clicking an event and launching the event player. As the call begins to play, the user hears the audio and is presented with the evaluation questionnaire all at the same time. Each call may be evaluated an unlimited number of times and individual evaluations may be “Re-Evaluated” for evaluator calibration.VO Live – Live Panel, Live Desktop and Live Chat present the supervisor with a tremendous level of insight into real-time agent activity. With VO Live’s ability to view thumbnails of all agent screen activity in real time, supervisors are able to get a good idea of who is using applications properly and who might be experiencing ongoing training issues. Supervisors can take control of the agent's desktop and physically guide them to the proper navigation they need to resolve calls on first contact. Supervisors can also chat with agents in real-time, providing immediate assistance.All reports in Virtual Observer are developed in Crystal Reports and therefore can be modified or imported into 3rd-party applications. Virtual Observer data is stored and served in a standard Microsoft SQL 2000 database and therefore data is available to any 3rd-party ODBC compliant application. Users can create their own reports using Crystal Reports or any other compatible application and add them to the existing Virtual Observer reports menu.
31 Workforce Optimization “…a software bundle consisting of agent-directed applications that help them work better.” Customer Management Insight“…the convergence of the four foundation contact center applications: workforce management, quality monitoring, e-learning and performance management.” Customer Management Insight“Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly trained, coached and managed because they are the people who interact with customers.” Customer Management Insight“…predicts that 30 percent of large enterprises will start adopting an integrated WFO strategy by the end of 2009…expects small-to-midsize businesses to catch on faster, largely because the value proposition is more attractive.” Gartner Group“…help contact center managers achieve their four primary goals: improving productivity and reducing operating expenses; decreasing customer attrition; increasing revenue; and providing an outstanding customer experience.” DMG Consulting
32 Call Recording Expands Business Intelligence Using Workforce Optimization technology to target a specific area of business to gain insight on behavior, industry trends, and overall business opportunitieseLearning and Coaching ModulesDelivered to the associates desktop in a dynamic manner:Flat Files, ClipsVoice/Screen synchronizedAs part of agent’s WFM scheduleWorkforce ManagementForecastingAgent SchedulingReal Time AdherenceFeedbackCustomer feedback on a specific interaction to ensure alignmentSpeech Analytics & MoreAutomatic TranscriptionWord SpottingEmotion DetectionSystem RulesScreen TriggersQuality MonitoringShorter, more specific evaluation forms targeted to the area of concernEnables a greater sample size for evaluation“…newer applications, speech analytics, performance management, surveying and coaching, and the rapid adoption of IP-based recording account for a significant portion of contact center revenue growth.” DMG Consulting
33 Workforce Management Benefits Increase management effectiveness by automating forecasting, agent scheduling and productivity reportingFine tune operations as needed by getting a near real-time pulse of contact center activityIncrease forecasting accuracy by factoring in a variety of methods and historical patternsImprove customer service and maximize the overall efficiency of your center by creating schedules that incorporate each agent’s unique skills and proficiencies while meeting service level goalsReduce workload and increase agent satisfaction by including agent preferences, letting them swap shifts and request time off onlineReduce staffing costs for centers while improving customer service and employee moraleUse real time adherence tools to verify that agents work their assigned schedules“What If” Scenarios allow for rapid modifications to address changing needs
34 Sample Agent Dashboard QualityProductivityMy CoachingMy Latest EvaluationsQuality this month vs. priorProductivity this month vs. priorSample Agent Dashboard
36 Positive Reinforcement & Coaching Tips By having both positive comments and helpful coaching tips the agent receives specific positive reinforcement & improvement opportunities, and the coach has well-phrased coaching tipsAdd a clip of the actual call; and, the agent can self-evaluate.
37 WFM Customer Results“Staff planning shows us where adding people makes sense, and more importantly where it doesn’t. We’re handling more calls, with less staff, and at lower costs than ever before.”“…has given us the ability to accurately forecast our business requirements, which in turn has helped us achieve accuracy and flexibility in scheduling. Our improved efficiency has enabled us to control headcount growth while maintaining strong service levels.” As a result, the company has saved more than $500,000 annually.Our customers say it best:Discuss each quote.We believe you can experience similar results by using TotalView workforce management to more efficiently and accurately plan, staff and manage your contact center to provide better service at a lower cost.“Improved forecasting and scheduling allowed us to reduce agent occupancy, resulting in a 40% decrease in turnover.”“Before we installed WFM, we handled about 30 percent of our calls in 30 seconds. Now, we're fielding about 80 percent of our calls within the same time frame.”“Skill scheduling allowed us to improve our service level from 56% within 45 seconds to over 80% within 20 seconds, while reducing costs 35% at the same time.”
38 Workforce Management Customer Results “We experienced 4-6% improvement in our service levels, without increasing the number of agents.”“Not only are we doing a better job, but we are doing it in 40-50% less time.”“Our contact centers are exceeding service levels, and abandoned calls have decreased 43%.”Let’s take a look at the success of some the customers of the core technology upon which CRM Workforce Management and CRM Workforce Management for the Enterprise are built.These are the kind of results we believe WFM can bring to you. Airborne--, increasing service levels with the same number of staff, Moore Medical--decreasing scheduling time, Blue Cross/Blue Shield-- increasing service levels and decreasing abandoned calls, Mutual Group -Better staffing, decreased hiring plans.We believe we can do the same to more efficiently staff, provide better service.Presenters Note: You may want to use ROI analysis chart as back up (see end of presentation)“We are better able to schedule for peak demand and actuallyreduced our plans for hiring 5-10 new agents.”20
39 First Contact Resolution “One in three respondents to a survey by Dimension Data ranked improvements in first-call resolution (FCR) as the first, second or third most important factor in impacting customer satisfaction if it improves.” Dimension Data“…an organization’s bottom line is directly affected by reduced contact volumes resulting from higher First Contact Resolution rates.” Merced Systems“CSRs are the interface to handle customer issues and if you do not properly train, empower and equip them to handle customer issues and be a listening post when back-office processes and procedures fail, the impact can be tremendous.” First Call Resolution—It’s Impact and Measurement,“A key differentiator between Best-in-Class and other firms is the empowerment that Best-in-Class give to CSRs (customer service representatives) not only to solve problems but also to sell products and services to address customer needs.” The Aberdeen Group“A study by Portland Research Group found that the average consumer must call a company 2.3 times before having their issues resolved, and that future purchase intent drops from 76% to 55% with the second contact.” destinationCRM.com“FCR is the foremost KPI in evaluating a contact center's overall operating performance.” Yankee Group, 2008
40 Measuring First Contact Resolution Customer Satisfaction Surveys 29%Call Statistics Calculation 38%First Call Resolution performance varied from industry to industry—averaging 63 percent FCR for Tech Support to 93 percent for Retail. FCR goals stretched from 71 percent for Tech Support to 100 percent for Services. All industries averaged 75.4 percent First Call Resolution performance.Most Companies Actively Measuring First Call Resolution Are Experiencing Improvement. Seventy percent of companies measuring FCR performance reported improvement in their performance, while only 4 percent reported no improvement. The remainder, 26 percent were unable to determine. Those reporting improvement ranged from 2 to 15 percent with an average annual gain of 8 to 9 percentImprovement in First Call Resolution is Most Closely Tied to Root Cause Analysis, Process Improvement, and Training/Coaching. Those reporting significant improvement in FCR performance also indicated that they had recently implemented focused initiatives aimed at increasing FCR awareness and improving performance. In addition, companies reported using root cause analysis and process improvement to effect real change in the way calls are handled, thereby increasing the opportunities for achieving first call resolution. Indeed, most survey participants confirmed that first call resolution performance was a key driver of continual improvement efforts.Call Quality Monitoring 10%Agent Call Log/Tick Sheet 23%Source: Ascent Group Customer Survey, 2008
41 Customer Perceptions Matter Most 362 companies surveyedAsked, how many thought they delivered a ‘superior experience’ to their customers? Response 80% said yesTheir customers were asked how many of the companies actually delivered a ‘superior experience’? Response only ____ did!8%Most AIRS centers report high satisfaction ratings but was it really a “superior experience”? How can it be improved? Ask your customers!
42 Consider average response rate and cost when choosing a survey. World-Class Contact Centers Monitor Quality by Measuring Customer “Delight”Each week contact at least 5 customers and ask:What do you love about our service?What do you hate about our service?If you provided the service, what would you change?Consider average response rate and cost when choosing a survey.Survey Type CharacteristicsAutomated IVRTelephoneMailAverage Time Between Service Experience and Evaluation50 seconds30 hours5 daysAverage Response Rate60 percent40 percent20 percentData Entry ErrorsMinimalMediumHighSurvey Cycle Time31 days37 days54 days3-Minute Survey (Numeric Data Only)$0.90$12.00$5.001-Minute Survey(Numeric Data With Open-Ended Question)$2.00$14.00$7.50According to a 2007 ICMI survey on performance metrics conducted by ICMI, one in three centers today (29.3%) do not ask the customer for feedback.
43 Integrated Feedback Surveys The ultimate calibration toolTies survey results to recorded call and quality evaluationsCustomer automatically delivered to survey following callImmediate response captured with agent ID
44 Finding the Calls You Really Need to Hear High emotion level on the customer’s side of the callMention of words that indicate dissatisfactionAgent puts customer on hold - probably for consultationAgent accesses certain areas of knowledge databaseSearch for repetitive words or phrasesThe customer gives a low service satisfaction score
45 DMG Identified Benefits of Speech Analytics Reduced Operating ExpensesImproved QualityEnhanced Customer ExperienceIncreased RevenueReduced Corporate Liability“Perhaps even more compelling, organizations can identify and document the impact of sales and marketing initiatives and operational issues (such as a billing problem) on the contact center and other functional organizations.” DMG Consulting“The payback period from successfully implemented speech analytics applications is approximately 9 to 12 months.” DMG Consulting
46 Actual Sample Customer ROI with Analytics ImprovementAutomated Random QMPrecision MonitoringMetricsAgent ProductivityCustomer Satisfaction/LoyaltyQuality ScoresAgent TurnoverFirst Contact ResolutionSales ConversionReduced Training TimeReduced Call VolumeImprove Systems/Self-ServiceReduced Risk / Liability3-10%5-12%5-15%2-4%1-7%8-15%5-10%8-20%10-23%7-20%5-8%6-20%10-25%10-20%1-5%1-7%.5-5%1) Reduce Average Handle TimePoor communicationAdherence to standard processInformation look up2) Automated call capture reduces monitoring staff3) Increase individual sales through timely monitoring, target learning content, and coaching.4) Real time alerts to sub standard performance – i.e. can affect daily, weekly results, not just end of month.
47 Gartner’s Contact Center WFO Magic Quadrant As defined by Gartner, “Leaders in the WFO market provide functionally broad and deep WFO software portfolios that can be deployed and supported globally. They are suitable for all sizes and complexities of enterprises and have broad industry coverage. Revenue is strong, and new references are readily available.”Evaluation criteria:Market understandingProduct/serviceOffering (product)strategyCustomer experienceInnovationOverall viabilityBusiness modelSales execution/pricingMarketing strategyMarketing executionSales strategyOperationsVertical industry strategyMarket responsiveness/track recordGeographic strategySource: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, Sept. 26, 2008
48 Nice Recognized as WFO Leader in Gartner’s Magic Quadrant Who Are the WFO Players?Nice Recognized as WFO Leader in Gartner’s Magic QuadrantAccording to Gartner, NICE leads the market with the best comprehensive solution for:RecordingQuality ManagementWorkforce ManagementInteraction AnalyticsPerformance ManagementCoachingCustomer FeedbackSource: Gartner Magic Quadrant for Contact Center Workforce Optimization Sept. 26, 2008
49 Nice Express offers lower cost version for smaller contact centers. Nice Perform PackagesInteractions PackageStandard PackageAdvanced PackageMy Universe Quality MonitoringXBusiness Analyzer – interactions evaluations and audit trail modules.ReporterRules Manager - Scheduler, Storage (when Storage Center is part of the solution)Rules Manager – Scoring and ClassificationMonitorRecording On Demand (ROD)List EditorSystem & User AdministratorForms DesignerCall Flow Analysis (CTI events)Nice Feedback Customer SurveyOptionalNICE CoachingScreenSenseStorage CenterNice Express offers lower cost version for smaller contact centers.
50 Nice/IEX TotalView WFM Solution TotalView is a comprehensive solution. As you can see from this particular diagram, the parts in blue are what we call TotalView Central. This is what all of our customers get — Forecasting, Scheduling, Intraday Management, over 100 standard reports, ODBC drivers, multisite capabilities and more — all the basics you need for Workforce Management. In green, however, are a number of advanced features from which you can select. Since they’re all fully integrated, you can add the advanced features that you don’t initially purchase at any point in the future. We will look at some of these in more detail later.A comprehensive solution for managing contact center performance50
51 NICE SmartCenter – High Performance, Delivered Sites / RegionsLeading solutions in every category, unified within a Service-Oriented Architecture, supported by proven implementation methodology
56 NICE SmartCenter in Action Reduce Average Handle Time Interaction AnalyticsOngoing analysis of hold time and other parametersPerformance DashboardIndicates South region agents have 35% longer hold times on averageInteraction AnalyticsLongest hold times are found in new service inquiriesWFMSchedules coaching session at optimal time for South region agentsCoaching PackageTraining manager creates best practice coaching package explaining how to reduce hold timeWFM and CoachingAgents receive schedule update notification and take the coaching packageLet me show you what this means by looking at a typical contact center operational challenge – reducing Hold TimesAHT is a tricky metric. High AHT means costs – but arbitrarily cutting handle time can decrease customer satisfaction. The challenge is to identify issues that drive up handle time but add no value to the customer, infact, can be causing dissatisfaction.SmartCenter would address this challenge through an automated business process.The process would start through an ongoing analysis of the interactions– looking at the factors that impact AHT, such as hold time.In this case an alert indicates that hold time is 35% higher in the South region.At that point the interactions are analyzed to uncover the root cause of the high holds in that Region. It’s found that there is a knowledge gap in handling bill inquiries about a new service. This is what is driving up the handle time.Once the cause is identified a coaching package is quickly developed to close the knowledge gap – evaluated calls with feedback and suggestions, and attachments with best practices and learning material.The coaching package is routed to the agents, and they are automatically scheduled for a coaching session at an optimal time.The agents review the coaching package and sign off to close the loop.The continuous analysis will track the results, as well as uncover additional opportunities for improvement.Receive right-time indication of issueUse customer insight to understand reasonTake proactive action to improve service level performance
57 Complete Incident Information Management The NICE Approach to Public Safety Detect events through advanced analytics and transition from responder to preventerVerify the situation’s severity through complete incident visibilityResolve the situation applying an automated incident responseInvestigate wisely using linked databasesProsecute based on complete 360º view of incidentImprove operations based on activity analysis reports360° Incident View5757
58 The Power of Incident Information Management GIS/AVL/CADVideoVoicePhotos/TXT MSGNICE InformPolice evidenceEasy to accessEasy to reconstructEasy to shareEasy to protectEASY TO CONTROLCentral repository of incident informationDigitally securedAccess controlledIncident2585858
59 WFO Market Share Leaders Internet Protocol (IP) RecordingWorkforce Optimizationwith RecordingSpeech AnalyticsQuality Monitoring2008 Quality Management/LiabilityRecording Market Share Report,DMG Consulting(based on total IP recording revenue)2008 Speech Analytics Market Report, DMG Consulting(based on number of implementations)2008 Voice/Data Recording/ Speech Analytics Market,Tern Systems (based on CSR shipments)2008 Quality Management/LiabilityRecording Market Share Report,DMG Consulting(based on WFO and recording revenue)Verint Witness Actionable SolutionsNiceAutonomy eTalkRest of MarketWorkforce ManagementWorkforce Management ServicesWorkforce OptimizationWorkforce Optimization Services2008 North American Agent Performance Optimization Markets, Frost & Sullivan(based on product and services revenue)2008 North American Agent Performance Optimization Markets, Frost & Sullivan(based on WFM services revenue)2008 North American Agent Performance Optimization Markets, Frost & Sullivan (based on WFM+QM revenue combined)2008 North American Agent Performance Optimization Markets, Frost & Sullivan( based on WFM+QM service revenue combined)59
60 Verint Unified Solution Portfolio Would like to encourage Verint to load software on Avaya Voice Portal – Will put me in touch with their product manager to assist in getting this doneFeedback can use VDN redirect, but their philosophy says agent transfer is better and gets higher response rateOwn Feedback application now – no longer OEMdVerint Express offers lower cost solution for smaller contact centers.
61 Analyst Praise for Verint Analytics “Verint is furthering growth by positioning its recording technology at the centre of an up-market analytics offering aimed at enterprise users.APO tools (and the new generation of analytical add-ons) are the best way to identify weaknesses and amplify strengths in the entire chain of the customer experience.Customer-agent interaction recordings are being increasingly utilized to unearth intelligence that is of interest to users at various levels both within the contact centre as well as the enterprise.”“Saddletree Research views the Verint approach to speech analytics as the most comprehensive and efficient offering on the market today…Verint has set the competitive bar”-- Paul Stockford Saddletree Research
62 Verint Has Three Levels of Speech Analytics BUSINESS VALUEROOT CAUSE ANALYTICS“TELL ME WHY”Find out what you do not know to look forCONTENT CATEGORIZATIONTranscribe and index entire call and extract conceptsAnalyze impact on known issuesFind isolated calls of interestKEYWORD SPOTTINGINTELLIGENCESpot defined wordsMine categorized calls and suggest root cause
63 Automated Root Cause with Tell Me WhyTM TellMeWhyTM surfaces the root cause of key business issuesContinuously mines all calls surfacing top driversNo need to predefine terms or reprocess callsCategory wizard groups contents of customer interactionsNon-categorized calls are used as a reference group delivering true root cause for every category or search resultCustomer ComplaintsChange policyTechnician didn’t showActivity feesWrong information
64 The ROI Behind Why Are My Customers Calling Root Cause Identified –Customers are unable to reset passwords on website, driving calls to the centerOnline issues = 10% of all callsPassword Reset issues = 8%Service Call AHT = 7.5 minutesOnline AHT = minutesCustomer Calls to Reset PasswordRep Reports Increase in Calls to ManagementWith this quantifiable proof, IT determined it’s too costly not to change the web site.Average Cost Per Call$4.50Possible Cost Saving$252,000 AnnuallyEnterprise determines it is too costly NOT to change web functionalitytoo costly to change the Web Site FunctionalityManagement meets with ITWeb Development
65 Autonomy eTalk Qfiniti Quality Monitoring - automated interaction recording and playback that streamlines complicated monitoring and evaluation processesWorkforce Management - intelligent forecasting and scheduling for optimizing contact center staffTraining - online training tools and integrated coaching features supplement classroom and one-on-one training programsPost-call Survey - automated customer surveys directly following a service interaction that provides direct and immediate feedback to the organizationPerformance Management - tools for assessing, improving and tracking performance in the contact centerInteraction Analysis - the ability to process speech and text interactions based on their conceptual meaning to extract business intelligenceQfiniti WFM takes into considerationDesired service levelsRequired forecast to handle the volume of contacts in each unique queueReal-time monitoring of call volumes to forecasted agentsSkill types that match specific customer needsACD routing and queuing logicAgent work preferences
66 Call Recording Return on Investment Reduced CostsMonitoring TimeEvaluation Time“New Agent” TrainingRepetitive CoachingReduced Talk TimesReduced Agent TurnoverIncreased ProductivityImproved Supervisor PerformanceCreate Targeted Training ProgramsCreate “Better Trained” AgentsImproved Agent ConsistencyImproved Agent Performance & MoraleIncreased RevenueImproved Customer RetentionIncreased Upsell OpportunitiesImproved “Time to Market” for ProductsReduced RiskTelesales ComplianceCustomer Claims“He said, She said”
67 Thank You!Questions?This is a speaker frame. Use this background to announce a new speaker, their title and company they represent. All names should use the font Lucida Fax. All titles should be Arial.
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