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Call Recording Made Easy. Presented by Barbara Courneya National Director of Contact Center Technology Avaya Certified Contact Center Expert 800-431-1333, Ext. 6253 or 651-393-6253 [email protected] NACR Quick Facts. Founded in 1993 by current CEO, privately held, entrepreneurial

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Call Recording Made Easy

Presented by Barbara Courneya

National Director of Contact Center Technology

Avaya Certified Contact Center Expert

800-431-1333, Ext. 6253 or 651-393-6253

[email protected]


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NACR Quick Facts

  • Founded in 1993 by current CEO, privately held, entrepreneurial

  • Nationwide coverage

  • More than 400 employees and growing

  • $10 million in new and refurbished inventory

  • Avaya’s largest Diamond and Platinum certified dealer

  • Numerous Awards

    • Avaya Three-Star Service Provider, 7-time Avaya Business Partner of the Year

    • Business Partner of the Year by both Plantronics 2005-2007

    • Business Partner of the Year Eaton Powerware and Meru 2008

    • First-ever Avaya Leadership Pillar Award Winner, 2004

    • Consistently highest marks on Avaya’s yearly Customer Satisfaction Survey

  • Dedicated Contact Center, Unified Messaging & VoIP Specialists

    • Partner solutions to support the contact center: Nice, Verint, CallCopy, VPI, Conexus, CSI, Nexidia, Symon, Amcom, Monet, DDV, SimpliCTI, and more

  • Highly skilled team of Microsoft, Cisco, Extreme Networks, Juniper and Avaya certified service engineers

    • Dedicated team of specialists with ACE-IP, CCNA, CCDA, MCSA certifications

  • Design, implementation, & support professionals with extensive experience

    • Project Management Professional (PMP) certified team

  • Performance Readiness Center to fully test applications before shipping

www.nacr.com


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Call Recording Legal Considerations

  • Total Recording or Record on Demand to Comply with FTC Telemarketing Sales Rule requiring verification of purchase

    • Rule 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 Regulations

    • One-Party vs. All-Party Notification

    • List of state requirements provided on web links

    • http://archive.aclu.org/issues/cyber/phonelaw.html

  • Federal law makes it illegal to record both wireless and cell phone conversations outside of one party consent

    • Wireless and Cell Phone Scanners illegal to sell or have in possession

  • Damage Claim Deterrent

    • Knowledge that recording exists often settles dispute

    • He Said / She Said


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Payment Card Security Industry Data Standard

  • PCI Standard created by major credit card companies

    • 12 broad security controls

    • Hefty fines

    • Prohibits retailers from storing card data

  • Effective August 1, 2007 Minnesota became first state to turn a core requirement of PCI into law

    • Companies suffering data breaches, have to reimburse banks and credit unions for the costs of blocking and reissuing cards

    • They could also be subject to lawsuits filed by affected individuals

    • Applies to all companies that process > 20K card transactions annually

  • Passed by House in Texas in 2007 but failed in Senate

  • Media Encryption with call recording allows companies to comply with the PCI publications by encrypting all audio and screen recording for mass storage.

  • According to VeriSign, 79% of failed assessments did not meet the requirement to protect stored data.


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Why Record? - The Business Needs

  • Compliance: Industry Regulations ( FCC, HIPAA, OCC, FTC )

    • Not all storage media choices are acceptable in a court of law

    • Not all recording methods can assure 100% capture

    • “Cradle to Grave” tracking or “Proof of Sale” requirements

  • Risk Management & Dispute Resolution

    • Financial 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 Management

    • Agent performance monitoring

    • Identify training needs

    • Fine-tune call handling procedures

  • Business Performance Management

    • Achieve business objectives

    • Business intelligence

    • Identify root causes

“Ultimately, the value of technology is judged by how well it facilitates relationships”

New Rules for the New Economy, Kevin Kelly


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Call Recording Benefits

Improve

Customer

Service

Ensure

Quality

Standards

Identify

Training

Needs

Measure

Performance

Sales

Verification

Evaluate

Customer

Satisfaction

Liability

Protection

Threat

Tracking

Capture

Testimonials

Meet

Regulations

Share

Information

Identify

Customer

Expectations

Productivity

Improvement

Resolve

Disputes

81% of Call Centers use Call Recording

Non-Call Center Environments Are Increasing Usage


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The Importance of Quality Monitoring

You can't manage or improve what you don’t hear!!

What can be learned beyond the statistics?

  • Customer handling skills

  • Intonation

  • Sales ability and techniques

  • Product knowledge

  • Technical knowledge

  • Escalation procedures

  • Adherence to policies

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 Report


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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.”


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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 Bank

Cross-Industry

“Customer satisfaction rate rose by8%-- Mitsubishi

Quality Recording

Utilities

“Overall quality scores have risen from 88% to 95%.” Texas Utilities

Telecom

“First contact resolution Improved from 73% to 90%.” – Intertwine

Insurance

“Policies sold to quotes given, has gone up 16% from 24.3% to 40.2% in only six months.”-- Canadian Direct

Insurance

Technology

“Our CEM system has increased our supervisors’ productivity by 30%”

– Compaq

Outsourcing

“The system paid for itself within the first 6 months, and we anticipate an ongoing ROI of $240,000per year.” – Software Spectrum


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Call Recording Application Choices

Total Recording (aka Full-Time, 100%, Bulk Recording)

  • All Calls Recorded – system built for full-time recording

  • Used for Compliance and Risk Management

    Selective 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 events

    Record-on-Demand (ROD)

  • Provides the user with the capability of user controlled recording

  • Three types of ROD:

    • Agent Initiated

    • Supervisor Initiated

    • Event-Driven ROD (e.g. access field on associated screen capture)

      Quality Management (aka Quality Monitoring, Random Recording)

  • Monitor and improve agent performance in call centers

  • Random Sampling of Calls

  • Sometimes also utilize Live (“Real Time”) Monitoring through call recording I/F

    Insight Recording (also called Precision Monitoring)

  • System built for Business Intelligence

  • Striving to record all calls for analytical and discovery purposes


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Call Recording Connection Methods

  • Desktop Connection between telephone and PC

  • Physical Station or Trunk tap

    • Most reliable interface often recommended for legal recording

    • Makes moves, adds and changes more difficult

  • Analog ports or T1 physical connection

    • Service Observing

    • Avaya Single Step Conferencing

  • Passive VoIP Sniffing and other VoIP interface options

    • Does not support dual connect home agent

    • Encrypted IP phones may not be able to be recorded

  • Avaya Device Media Call Control (DMCC/CMAPI) VoIP

    • Supports multi-site call recording from centralized system

    • Does 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 2006. The contact center component of the workforce optimization market increased by a very significant 44.7%" Donna Fluss, President, DMG Consulting


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What is Computer Telephony Integration?

  • The integration of telephony and computer resources at the application level for decision making & coordinated presentation to the user

    • Screen pop

    • Coordinated voice and data transfer

    • Intelligent Call Routing

    • Append information elements to record/survey

      • Agent login id

      • Customer Automatic Number Identification

      • Database information

    • Multimedia interactions

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?

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Desktop Connection

  • Desktop PC captures call recordings for local or file server storage.

  • Hardware device or modem used to connect voice conversation to the desktop PC.


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Sample Desktop Solution from CSI

Record Now

  • $250-$400 per workstation depending on requirements

    • Legal recording disclaimer, beep tone, etc. extra cost

    • Buy 5, Get 1 Free for AIRS conference attendees

  • Customer installable

  • Uses local PC or network file server as recording medium

    • Minimum PC requirements

      • Microsoft Windows 95 and up

      • 133 MHz Processor

      • 16 MB RAM

      • 10 MB Available Hard Disk Space

    • Standard .WAV files can be played with any “freeware” .WAV player

  • Record on demand

    • Local or remote (if ACD supports) by supervisor using service observing

    • Agents can capture critical calls

  • “Bulk” recording can be activated when PC is booted

    • Voice activated recording

  • Information elements can be added for easier search


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Recording Traditional (TDM) Telephony

  • Three methods of TDM recording –

  • Trunk

  • Extension or Station Side

  • Service Observe or 1 step conferencing


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Trunk Side Recording

  • Recorder passively connected to TDM trunks

  • Recorder channels are dedicated to specific trunks (1-to-1 relationship)


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Extension side recording (TDM)

  • Passive tap into the line that connects the switch to the telephone punch-down block

  • A cable is installed so that each extension connects directly to a recording channel (“port”) in the recorder (1-to-1 relationship)


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Recording with Service Observe or 1 Step Conferencing

  • Recorder connects directly to the switch typically using DS-1 boards

  • Simulating Service Observation or Single Step Conference Via CTI


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VoIP Recording (Port Mirroring / Passive “Sniffing” or “Spanning”)

  • Recording based on network switch port mirroring

  • The network switch can be configured to port mirror IP phones, entire voice VLAN’s or gateways


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Duplicate Media Streaming “Spanning”)

  • Alternative VoIP call recording with Cisco ICM and Nortel

  • Cisco ICM

    • Supports Application Invoked Recording or Automatic Recording

    • Requires Computer Telephony Integration

    • If remote site goes into survivable mode, call recording is lost

  • Nortel Symposium Audio Delivery

    • Transmits a duplicate Real-Time Playback (RTP) stream from the agent’s extension directly to the ULTRA VoIP Acquisition Module

    • This feature is supported in station- side tapping environments only.

    • Requires Meridian Link Server computer telephony integration


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Avaya VoIP Recording via Device Media Call Control (DMCC aka CMAPI)

  • DMCC interface emulates bank of IP softphones

  • These IP phones can observe any other phones (IP or TDM) for recording

  • Reliable way to record IP phones


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Call Recording Storage Methods CMAPI)

  • 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 kHzsampling rate respectively) at 16 bitsquantization.

    • Must load archived tapes for access to call recording

  • DVD

    • Approximately 7 GB per DVD

    • Must load archived DVD for access to call recording

  • Direct Hard Disk

    • Avaya DMCC G.729 approximately 6 Meg per hour of recordings

    • Cisco IP approximately 12-13 Meg per hour

    • Requirements vary by compression algorithm used by various call recording vendors

    • Standard compression uses 1GB for approximately 180 hours of call recordings


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Centralized Storage CMAPI)

  • Business 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 archive

  • Selective 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.


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Screen Capture Completes the Picture CMAPI)

  • Navigation Skills

  • Data Entry

  • System Knowledge

  • Process Problems

  • Accuracy of Information

  • Multimedia Contacts

Web Chat

Emails

Faxes

  • Screen Capture Contact Recording Modes

    • Total – requires more storage than voice calls

    • Events Recording – Every time the defined events occur on the screen, recording is initiated

    • Schedule-Bound Recording – Only a percentage of the interactions are recorded based on schedules

  • Interactions 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


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Multichannel CC Prevalence CMAPI)

  • More than four in five centers (83.9%) handle customer email transactions. Only 43.7% of them have an email response management system in place to enhance email 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


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The Ultimate AnyMedia Contact Center CMAPI)

MIS

EMAIL, FAX,

Voice Mail

Messages

Universal

Agent

Rules BasedPriority Processing

Skill

Skill

Skill

Skill

Video &

Data

H.320, H.323

H.324

Switched or

Packet

TextWeb

Cell

IM

Video

Email

FAX

Voice

Mail

Live

In/Out

Call

Web Audio

Priority

Priority

Priority

Priority

In/Out Calls

CommonService Queue

Common Reporting Vehicle

Circuit Switched

Voice

“When it comes to customer contact, it’s all about being accessible and giving customers choices.” Incoming Calls Management Institute


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Who Are the Players in Call Recording? CMAPI)

Quality Management and Liability Recording Vendors Reviewed


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cc: Discover CMAPI)

cc: Discover

The CallCopy Suite


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Base Features CMAPI)

Full-time recording

Selective recording

Live monitoring

Voice and data recording

VoIP and TDM recording

Browser-based playback

Permission-based access

QA Evaluation forms

E-mail integration

Enhanced Features

Random recording

Rules-based call selection

Search by customer data

Graphical displays

Comprehensive reporting

Flags and comments

Remote playback

Speech analytics

E-Learning

Customer surveys

OnviCord Call RecordingComplete & Comprehensive Platform


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“Best Kept Secret” CMAPI) Low Cost Alternative - CSI Virtual Observer

  • Supports Multi-Site Environments

  • Rules Based Screen Capture

  • Integrated Evaluation

  • Employee Performance Reporting

  • E-Learning/Content Delivery

  • VO Live – Live Panel, Live Desktop, Live Chat

  • Robust Custom Report Writer

  • Playback via Supervisor PC

  • Quality Monitoring without Computer Telephony Integration

  • Simple to Implement

  • IT and Telecom Friendly

  • Free software updates AND major product upgrades throughout ownership as long as on maintenance!


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Workforce Optimization CMAPI)

  • “…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


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Speech Analytics & More CMAPI)

Automatic Transcription

Word Spotting

Emotion Detection

System Rules

Screen Triggers

Quality Monitoring

Shorter, more specific evaluation forms targeted to the area of concern

Enables a greater sample size for evaluation

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 opportunities

  • eLearning and Coaching Modules

    • Delivered to the associates desktop in a dynamic manner:

      • Flat Files, Clips

      • Voice/Screen synchronized

      • As part of agent’s WFM schedule

  • Workforce Management

    • Forecasting

    • Agent Scheduling

    • Real Time Adherence

  • Feedback

    • Customer feedback on a specific interaction to ensure alignment

“…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


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Workforce Management Benefits CMAPI)

  • Increase management effectiveness by automating forecasting, agent scheduling and productivity reporting

  • Fine tune operations as needed by getting a near real-time pulse of contact center activity

  • Increase forecasting accuracy by factoring in a variety of methods and historical patterns

  • Improve 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 goals

  • Reduce workload and increase agent satisfaction by including agent preferences, letting them swap shifts and request time off online

  • Reduce staffing costs for centers while improving customer service and employee morale

  • Use real time adherence tools to verify that agents work their assigned schedules

  • “What If” Scenarios allow for rapid modifications to address changing needs


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Sample Agent Dashboard CMAPI)

  • Quality

  • Productivity

  • My Coaching

  • My Latest Evaluations

  • Quality this month vs. prior

  • Productivity this month vs. prior



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Positive Reinforcement & Coaching Tips CMAPI)

By having both positive comments and helpful coaching tips the agent receives specific positive reinforcement & improvement opportunities, and the coach has well-phrased coaching tips

Add a clip of the actual call; and, the agent can self-evaluate.


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“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.”

“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.”

WFM Customer Results

“…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.

“Improved forecasting and scheduling allowed us to reduce agent occupancy, resulting in a 40% decrease in turnover.”

“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.”


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“We experienced and more importantly where it doesn’t. We’re 4-6% improvement in our servicelevels, without increasing the number of agents.”

“Not only are we doing a better job, but we aredoing it in 40-50% less time.”

“Our contact centers are exceeding service levels,and abandoned calls have decreased 43%.”

“We are better able to schedule for peak demand and actually

reduced our plans for hiring 5-10 new agents.”

Workforce Management Customer Results


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First Contact Resolution and more importantly where it doesn’t. We’re

  • “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, www.metrics.net

  • “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


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Measuring First Contact Resolution and more importantly where it doesn’t. We’re

Customer Satisfaction Surveys 29%

Call Statistics Calculation 38%

Call Quality Monitoring 10%

Agent Call Log/Tick Sheet 23%

Source: Ascent Group Customer Survey, 2008


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Customer Perceptions Matter Most and more importantly where it doesn’t. We’re

  • 362 companies surveyed

  • Asked, how many thought they delivered a ‘superior experience’ to their customers? Response 80% said yes

  • Their customers were asked how many of the companies actually delivered a ‘superior experience’? Response only ____ did!

8%

Most AIRS centers report highsatisfactionratings but was it really a “superior experience”? How can it be improved? Ask your customers!


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Survey Type Characteristics and more importantly where it doesn’t. We’re

Automated IVR

Telephone

Mail

Average Time Between Service Experience and Evaluation

50 seconds

30 hours

5 days

Average Response Rate

60 percent

40 percent

20 percent

Data Entry Errors

Minimal

Medium

High

Survey Cycle Time

31 days

37 days

54 days

3-Minute Survey (Numeric Data Only)

$0.90

$12.00

$5.00

1-Minute Survey

(Numeric Data With Open-Ended Question)

$2.00

$14.00

$7.50

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.

According 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.


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Integrated Feedback Surveys and more importantly where it doesn’t. We’re

  • The ultimate calibration tool

  • Ties survey results to recorded call and quality evaluations

  • Customer automatically delivered to survey following call

  • Immediate response captured with agent ID


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Finding the Calls You Really Need to Hear and more importantly where it doesn’t. We’re

High emotion level on the customer’s side of the call

Mention of words that indicate dissatisfaction

Agent puts customer on hold - probably for consultation

Agent accesses certain areas of knowledge database

Search for repetitive words or phrases

The customer gives a low service satisfaction score


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DMG Identified Benefits of Speech Analytics and more importantly where it doesn’t. We’re

  • Reduced Operating Expenses

  • Improved Quality

  • Enhanced Customer Experience

  • Increased Revenue

  • Reduced 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


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Actual Sample Customer and more importantly where it doesn’t. We’re ROI with Analytics

Improvement

Precision Monitoring

Automated Random QM

Metrics

  • Agent Productivity

  • Customer Satisfaction/Loyalty

  • Quality Scores

  • Agent Turnover

  • First Contact Resolution

  • Sales Conversion

  • Reduced Training Time

  • Reduced Call Volume

  • Improve Systems/Self-Service

  • Reduced Risk / Liability

3-10%

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%


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Gartner’s Contact Center WFO Magic Quadrant and more importantly where it doesn’t. We’re

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 understanding

  • Product/service

  • Offering (product)

  • strategy

  • Customer experience

  • Innovation

  • Overall viability

  • Business model

  • Sales execution/pricing

  • Marketing strategy

  • Marketing execution

  • Sales strategy

  • Operations

  • Vertical industry strategy

  • Market responsiveness/

  • track record

  • Geographic strategy

Source: Gartner, “Magic Quadrant for Contact Center Workforce Optimization,” Jim Davies, Sept. 26, 2008


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Who Are the WFO Players? and more importantly where it doesn’t. We’re

Nice Recognized as WFO Leader in Gartner’s Magic Quadrant

  • According to Gartner, NICE leads the market with the best comprehensive solution for:

  • Recording

  • Quality Management

  • Workforce Management

  • Interaction Analytics

  • Performance Management

  • Coaching

  • Customer Feedback

Source: Gartner Magic Quadrant for Contact Center Workforce OptimizationSept. 26, 2008



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Nice/IEX TotalView WFM Solution centers.

A comprehensive solution for managing contact center performance


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NICE SmartCenter – High Performance, Delivered centers.

Sites / Regions

  • Leading solutions in every category, unified within a Service-Oriented Architecture, supported by proven implementation methodology





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Insights centers.

Interactions

Voice

conversations

Agent screen

activity

Call details

Agents evaluations

Customer feedback

Customer data

QM scores

Coaching Data

NICE PerformInsight from Interactions

Improve first-contact resolution

Uncover operational inefficiencies

Identify high-risk customers

Thwart competitor activities

Better understand customer needs

Monitor campaign effectiveness

Identify knowledge gaps


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  • Interaction Analytics

  • Ongoing analysis of hold time and other parameters

  • PerformanceDashboard

  • Indicates South region agents have 35% longer hold times on average

  • WFM andCoaching

  • Agents receive schedule update notification and take the coaching package

  • Coaching Package

  • Training manager creates best practice coaching package explaining how to reduce hold time

  • WFM

  • Schedules coaching session at optimal time for South region agents

  • Receive right-time indication of issue

  • Use customer insight to understand reason

  • Take proactive action to improve service level performance

NICE SmartCenter in ActionReduce Average Handle Time


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Complete Incident Information Management centers.The NICE Approach to Public Safety

  • Detectevents through advanced analytics and transition from responder to preventer

  • Verify the situation’s severity through complete incident visibility

  • Resolve the situation applying an automated incident response

  • Investigate wisely using linked databases

  • Prosecute based on complete 360º view of incident

  • Improve operations based on activity analysis reports

360° Incident View

57


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Photos/TXT MSG centers.

NICE Inform

Police evidence

The Power of Incident Information Management

GIS/AVL/CAD

Video

Voice

  • Easy to access

  • Easy to reconstruct

  • Easy to share

  • Easy to protect

  • EASY TO CONTROL

  • Central repository of incident information

  • Digitally secured

  • Access controlled

Incident2

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WFO Market Share Leaders centers.

Verint Witness Actionable Solutions

Nice

Autonomy eTalk

Rest of Market

Internet Protocol (IP) Recording

Workforce Optimization

with Recording

Speech Analytics

Quality Monitoring

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/Liability

Recording Market Share Report,

DMG Consulting

(based on total IP recording revenue)

2008 Quality Management/Liability

Recording Market Share Report,

DMG Consulting

(based on WFO and recording revenue)

Workforce Management

Workforce Management Services

Workforce Optimization Services

Workforce Optimization

2008 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+QM revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

( based on WFM+QM service revenue combined)

2008 North American Agent Performance Optimization Markets, Frost & Sullivan

(based on WFM services revenue)


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Verint Unified Solution Portfolio centers.

Verint Express offers lower cost solution for smaller contact centers.


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Analyst Praise for Verint Analytics centers.

“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


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Verint Has Three Levels of Speech Analytics centers.

Analyze impact on known issues

CONTENT CATEGORIZATION

Transcribe and index entire call and extract concepts

BUSINESS VALUE

ROOT CAUSE ANALYTICS

“TELL ME WHY”

Find out what you do not know to look for

Find isolated calls of interest

KEYWORD SPOTTING

INTELLIGENCE

Mine categorized calls and suggest root cause

Spot 20-200 defined words


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Automated Root Cause with Tell Me Why centers.TM

  • TellMeWhyTMsurfaces the root cause of key business issues

    • Continuously mines all calls surfacing top drivers

    • No need to predefine terms or reprocess calls

    • Category wizard groups contents of customer interactions

    • Non-categorized calls are used as a reference group delivering true root cause for every category or search result

Customer Complaints

Change policy

Technician didn’t show

Activity fees

Wrong information


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The ROI Behind Why Are My Customers Calling centers.

Online issues = 10% of all calls

Password Reset issues = 8%

Service Call AHT = 7.5 minutes

Online AHT = 9 minutes

Customer Calls to Reset Password

Rep Reports Increase in Calls to Management

Root Cause Identified –

Customers are unable to reset passwords on website, driving calls to the center

Average Cost Per Call

$4.50

Possible Cost Saving

$252,000 Annually

Enterprise determines it is too costly NOT to change web functionality

too costly to change the Web Site Functionality

Management meets with IT

Web Development


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Autonomy eTalk Qfiniti centers.

  • Quality Monitoring - automated interaction recording and playback that streamlines complicated monitoring and evaluation processes

  • Workforce Management - intelligent forecasting and scheduling for optimizing contact center staff

  • Training - online training tools and integrated coaching features supplement classroom and one-on-one training programs

  • Post-call Survey - automated customer surveys directly following a service interaction that provides direct and immediate feedback to the organization

  • Performance Management - tools for assessing, improving and tracking performance in the contact center

  • Interaction Analysis - the ability to process speech and text interactions based on their conceptual meaning to extract business intelligence

  • Qfiniti WFM takes into consideration

    • Desired service levels

    • Required forecast to handle the volume of contacts in each unique queue

    • Real-time monitoring of call volumes to forecasted agents

    • Skill types that match specific customer needs

    • ACD routing and queuing logic

    • Agent work preferences


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Call Recording Return on Investment centers.

Reduced Costs

Monitoring Time

Evaluation Time

“New Agent” Training

Repetitive Coaching

Reduced Talk Times

Reduced Agent Turnover

Increased Productivity

Improved Supervisor Performance

Create Targeted Training Programs

Create “Better Trained” Agents

Improved Agent Consistency

Improved Agent Performance & Morale

Increased Revenue

Improved Customer Retention

Increased Upsell Opportunities

Improved “Time to Market” for Products

Reduced Risk

Telesales Compliance

Customer Claims

“He said, She said”


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Thank You! centers.

Questions?


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