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
bcourneya@nacr.com
NACR Quick Facts
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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
www.nacr.com
Numerous Awards
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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
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 audiorecorded 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
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.
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
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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
Call Recording Benefits
Improve
Customer
Service
Sales
Verification
Evaluate
Customer
Satisfaction
Ensure
Quality
Standards
Liability
Protection
Meet
Regulations
Share
Information
Resolve
Disputes
Identify
Training
Needs
Measure
Performance
Capture
Testimonials
Identify
Customer
Expectations
Threat
Tracking
Productivity
Improvement
81% of Call Centers use Call Recording
Non-Call Center Environments Are Increasing Usage
The Importance of Quality Monitoring
You can't manage or improve what you don’t hear!!
What can be learned beyond the statistics?
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Customer handling skills
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Intonation
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Sales ability and techniques
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Product knowledge
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Technical knowledge
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Escalation procedures
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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
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.”
The Value of Quality Recording
Cross-Industry
“Customer satisfaction
rate rose by 8%
Quality
Recording
-- Mitsubishi
Financial Services
“Cut new hire agent
turnover from 30% to 2%
to see an immediate return
on investment in training.”
-- Chase Mellon Bank
Utilities
Telecom
“Overall quality
scores have risen
from 88% to 95%.”
“First contact
resolution Improved
from 73% to 90%.” –
Texas Utilities
Technology
“Our CEM system has
increased our
supervisors’ productivity
by 30%”
– Compaq
Intertwine
Outsourcing
“The system paid for
itself within the first 6
months, and we
anticipate an ongoing
ROI of $240,000 per
year.” – Software Spectrum
Insurance
“Policies sold to quotes
given, has gone up 16%
from 24.3% to 40.2% in
only six months.”
-- Canadian Direct
Insurance
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
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
What is Computer Telephony Integration?
The integration of telephony and computer
resources at the application level for decision
making & coordinated presentation to the user
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• 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
Desktop Connection
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Desktop PC captures call recordings for local or file server
storage.
Hardware device or modem used to connect voice
conversation to the desktop PC.
ADVANTAGES
DISADVANTAGES
Tends 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.
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
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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
Recording Traditional (TDM) Telephony
Three methods of TDM recording –
• Trunk
• Extension or Station Side
• Service Observe or 1 step conferencing
Trunk Side Recording
• Recorder passively connected to TDM trunks
• Recorder channels are dedicated to specific trunks (1-to-1 relationship)
ADVANTAGES
DISADVANTAGES
Captures 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 recordings
Flexibility – Not “sensitive” to Move/Add/Change (MAC’s)
MAC’s do not force reconfiguration of the recording equipment
TDM trunks only
IP trunk recording not supported
Device independent - Supports recording of all phone types
including encrypted IP phones
CTI Integration is required if you want to
block certain extensions from recording
investment 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 center
Location independent – potential to support remote agents
branch sites when trunks are centralized with call logger
Extension side recording (TDM)
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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)
ADVANTAGES
DISADVANTAGES
Reliability - The most reliable recording method
(not CTI dependent)
More complex installation - connections are required
to each extension to be recorded
Supports 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 equipment
Tends to be more cost effective for smaller
operations
Will not capture the complete ‘Customer Experience’ Recordings will not include holds, IVR or transfers to
extensions that are not connected to the recorder
Redundancy - Supports redundancy
Costly solution for large centers - a recording channel
is required per each recorded extension
No 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)
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
ADVANTAGES
DISADVANTAGES
Cost Effective - Can be cost effective when
recording only a few calls selectively
Selective only - Does not support Total Recording
(typically uses limited number of T1’s)
Flexibility – MAC’s do not force reconfiguration of
the recording equipment
CTI dependant – 1 Step Conference Recording
dependant upon Computer Telephony Integration
Flexibility - Can support recording of all phone
types, including encrypted IP phones
Requires switch configuration – DS1 cards and
configuration of switch resources is required
Supports 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
calls
No 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 systems
Could impact manual service observing - With some
switches, stations being recorded cannot also be
simultaneously manually observed by supervisors
Location independent – potential to support
remote agents and branch PBX’s
Vendor ACD Specific - Not all vendor ACD switches
support these means of call recording
VoIP Recording (Port Mirroring / Passive
“Sniffing” or “Spanning”)
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Recording based on network switch port mirroring
The network switch can be configured to port
mirror IP phones, entire voice VLAN’s or gateways
ADVANTAGES
DISADVANTAGES
Software 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 capacities
Simplified 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 loss
Centralized Recording - Multi-site configurations and
Virtual Contact Centers can potentially be recorded
from a single point
Device dependant– supports only IP phones (can
not record Analog or digital devices)
Scalability - Expanding recording capacity doesn’t
necessarily require adding hardware
Often No Support for Encryption - Encrypted IP
phones may not be able to be recorded
Flexibility – Not “sensitive” to Move/Add/Change
does not force reconfiguration of recording equipment
CPU “intensive” – providing high-density system
(100’s of channels per server) requires strong
CPU’s to perform the “sniffing” tasks
Cost effective Redundancy - Fault tolerant
architecture makes it easy to achieve redundancy
Duplicate Media Streaming
• 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 stationside tapping environments only.
– Requires Meridian Link Server
computer telephony integration
Avaya VoIP Recording via Device
Media Call Control (DMCC aka CMAPI)
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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
ADVANTAGES
DISADVANTAGES
Investment protection - Simultaneous support
for TDM, IP or mixed environments
May 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 recording
Requires switch configuration – may require additional
hardware ( e.g. CLAN, Media Processor Cards).
Software only solution – Doesn’t require
recording boards
Flexibility – Not “sensitive” to
Move/Add/Change
Device independent - Supports recording of
all phone types including encrypted IP phones
Scalability - Expanding recording capacity
doesn’t necessarily require adding hardware
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 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
Centralized Storage
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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.
Screen Capture Completes the Picture
• Navigation Skills
• Data Entry
• System Knowledge
• Process Problems
• Accuracy of Information
• Multimedia Contacts
•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
Multichannel CC Prevalence
• 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
The Ultimate AnyMedia Contact Center
EMAIL, FAX,
Voice Mail
MIS
Messages
H.320, H.323
H.324
Video &
Data
Switched or
Packet
Web
Audio
Rules
Based
Priority
Processing
Skill
Text
Web
Cell
IM
Skill
Skill
Email
FAX
Video
Voice
Mail
Skill
Universal
Agent
Live
In/Out
Call
Priority Priority Priority Priority
In/Out
Calls
Circuit Switched
Voice
Common Service Queue
Common Reporting Vehicle
“When it comes to customer contact, it’s all about
being accessible and giving customers choices.”
Incoming Calls Management Institute
Who Are the Players in Call Recording?
Quality Management and Liability Recording Vendors Reviewed
cc: Discover
Product
cc: Voice
cc: Voice
Call recording engine able to record 100%,
random, event driven, or on-demand. Digital,
VoIP, CTI-based, or blended environments.
cc:
Quality
Provided with all call recording systems, cc:
Quality enables you to build a diverse set of
individually tailored quality evaluation forms.
cc: Screen
cc: Discover
Analytics
cc:
cc: Quality
Screen
The CallCopy Suite
bcc: Security
cc: Survey
Benefits
Internally developed screen recording engine.
Can record agent movements synchronized to
audio or stand alone for email and chat. Records
in Terminal Services, Dual Monitor, and in non
CTI environments
cc:
Security
Enables additional security features to meet
regulatory standards which Includes API initiated
blackout events, encryption of all client-server
communication & stored recordings.
cc:
Survey
Measure customer satisfaction by utilizing
cc:Survey IVR based system. Offered in both
Hosted and Premise based solutions.
cc:
Analytics
Offers key word spotting, emotion detection, and
stress analysis
OnviCord Call Recording
Complete & Comprehensive Platform
• Base Features
 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
“Best Kept Secret”
Low Cost Alternative - CSI Virtual Observer
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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!
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
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“…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
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“…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
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
• Speech Analytics & More
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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
• 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
Workforce Management Benefits
• 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
Sample Agent Dashboard
•Quality
•Productivity
•My Coaching
•My Latest Evaluations
•Quality this month vs. prior
• Productivity this month vs. prior
Sample Agent Coaching Package
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 wellphrased
coaching tips
Add a clip of the actual call; and, the agent can self-evaluate.
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.
“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.”
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%.”
“We are better able to schedule for peak demand and actually
reduced our plans for hiring 5-10 new agents.”
First Contact Resolution
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“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
Measuring First Contact Resolution
Customer Satisfaction Surveys 29%
Call Quality Monitoring 10%
Call Statistics Calculation 38%
Agent Call Log/Tick Sheet 23%
Source: Ascent Group Customer Survey, 2008
Customer Perceptions Matter Most
• 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’?
8% did!
Response only ____
Most AIRS centers report high satisfaction ratings but was it really a
“superior experience”? How can it be improved? Ask your customers!
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 Characteristics
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
$2.00
$14.00
$7.50
(Numeric Data With Open-Ended Question)
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.
Integrated Feedback Surveys
•
•
•
•
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
Finding the Calls You Really Need to Hear
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
DMG Identified Benefits of Speech Analytics
•
•
•
•
•
•
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
Actual Sample Customer
ROI with Analytics
Improvement
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
Automated
Random QM
Precision
Monitoring
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%
Gartner’s Contact Center WFO Magic Quadrant
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
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.”
Source: Gartner, “Magic Quadrant for
Contact Center Workforce Optimization,”
Jim Davies, Sept. 26, 2008
Who Are the WFO Players?
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 Optimization
Sept. 26, 2008
Nice Perform Packages
Interactions
Package
My Universe Quality Monitoring
Business Analyzer – interactions evaluations and
audit trail modules.
X
Reporter
Rules Manager - Scheduler, Storage (when
Storage Center is part of the solution)
X
Standard
Package
Advanced
Package
X
X
X
X
X
X
X
X
Rules Manager – Scoring and Classification
X
Monitor
X
X
X
Recording On Demand (ROD)
X
X
X
List Editor
X
X
X
System & User Administrator
X
X
X
X
X
Forms Designer
Call Flow Analysis (CTI events)
Nice Feedback Customer Survey
X
Optional
NICE Coaching
Optional
Optional
Optional
X
ScreenSense
Optional
Optional
Optional
Storage Center
Optional
Optional
Optional
Nice Express offers lower cost version for smaller contact centers.
Nice/IEX TotalView WFM Solution
A comprehensive solution for managing
contact center performance
NICE SmartCenter – High Performance, Delivered
Sites /
Regions
Leading solutions in every category, unified within a Service-Oriented
Architecture, supported by proven implementation methodology
Supervisor Dashboard
Access and View Agent Schedules
Customer Feedback vs. Evaluations
NICE Perform
Insight from Interactions
Interactions
Insights
Improve first-contact
resolution
Uncover operational
inefficiencies
Identify high-risk
customers
Thwart competitor
activities
Customer data
Better understand
customer needs
Monitor campaign
effectiveness
Identify knowledge
gaps
NICE SmartCenter in Action
Reduce Average Handle Time
Interaction
Analytics
• Ongoing analysis of
hold time and other
parameters
WFM and Coaching
• Agents receive
schedule update
notification and take
the coaching
package
Performance
Dashboard
• Indicates South
region agents have
35% longer hold
times on average
WFM
• Schedules coaching
session at optimal
time for South region
agents
Interaction
Analytics
• Longest hold times
are found in new
service inquiries
Coaching Package
• Training manager
creates best practice
coaching package
explaining how to
reduce hold time
 Receive right-time indication of issue
 Use customer insight to understand reason
 Take proactive action to improve service level performance
Complete Incident Information Management
The NICE Approach to Public Safety
• Detect events through advanced
analytics and transition from
responder to preventer
• Verify the situation’s severity
through complete incident visibility
360° Incident View
• 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
57
The Power of Incident Information Management
GIS/AVL/CAD
Video
Voice
Photos/TXT MSG
NICE Inform
• Easy to access
• Easy to reconstruct
• Easy to share
• Easy to protect
• EASY TO CONTROL
58
• Central repository of
incident information
• Digitally secured
• Access controlled
WFO Market Share Leaders
Internet Protocol (IP)
Recording
2008 Quality
Management/Liability
Recording Market Share
Report,
DMG Consulting
(based on total IP recording
revenue)
4%
19%
46%
Workforce Optimization
with Recording
2008 Quality
Management/Liability
Recording Market Share
Report,
DMG Consulting
(based on WFO and
recording revenue)
8%
31%
17%
19%
21%
28%
Workforce Management
2008 North American
Agent Performance
Optimization Markets,
Frost & Sullivan
(based on product and
services revenue)
Nice
20%
34%
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)
8%
14%
42%
36%
34%
Verint Witness
Actionable Solutions
32%
41%
Speech Analytics
30%
16%
Workforce Management
Services
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
(based on WFM services
revenue)
14%
19%
Autonomy eTalk
25%
18%
32%
25%
Workforce Optimization
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
(based on WFM+QM
revenue combined)
10%
57%
Rest of Market
18%
14%
43%
25%
Workforce Optimization
Services
2008 North American Agent
Performance Optimization
Markets, Frost & Sullivan
( based on WFM+QM
service revenue combined)
Verint Unified Solution Portfolio
Verint Express offers lower cost solution for smaller contact centers.
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
Verint Has Three Levels of Speech Analytics
BUSINESS
VALUE
ROOT CAUSE
ANALYTICS
Find out what
you do not know
to look for
“TELL ME WHY”
Analyze impact
on known issues
Find isolated
calls of interest
CONTENT
CATEGORIZATION
KEYWORD
SPOTTING
INTELLIGENCE
Spot 20-200
defined words
Transcribe and
index entire
call and extract
concepts
Mine categorized
calls and suggest
root cause
Automated Root Cause with Tell Me WhyTM
TellMeWhyTM surfaces 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
The ROI Behind Why Are My Customers Calling
Root Cause Identified –
Customers are unable to reset passwords on website, driving calls to the center
Online issues = 10% of all calls
Password ResetCustomer
issues = 8%
Calls to
Service Call AHT = 7.5 minutes
Online AHT =
9 minutes
Rep Reports Increase in
Reset Password
Calls to Management
Average Cost Per Call
$4.50
Enterprise determines it is
too costly to change the Web
too costly
NOT to change
Site Functionality
web functionality
Web
Development
Management
meets with IT
Possible Cost Saving
$252,000 Annually
Autonomy eTalk Qfiniti
• 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
Call Recording Return on Investment
Reduced Costs
Increased Productivity
Monitoring Time
Evaluation Time
“New Agent” Training
Repetitive Coaching
Reduced Talk Times
Reduced Agent Turnover
Improved Supervisor Performance
Create Targeted Training Programs
Create “Better Trained” Agents
Improved Agent Consistency
Improved Agent Performance & Morale
Increased Revenue
Reduced Risk
Improved Customer Retention
Increased Upsell Opportunities
Improved “Time to Market” for Products
Telesales Compliance
Customer Claims
“He said, She said”
Thank You!
Questions?