Virtual Observations #4

Virtual Observations – a newsletter featuring call center tips, strategies, and news.

* Best Practices – Why Use Random Sample Call Recording?
In the TDM/Analog phone system world, many companies still prefer to randomly record calls rather than record all calls. The main benefit with most systems is the cost savings – less hardware, less channel licenses, less storage space required, etc. For an example, let’s look at a 30 person call center. If you were to record all calls, you would need to have 30 different recording channels to ensure capacity to record 30 simultaneous conversations. Typically there is a per-channel license charge. You’d probably require more of a work horse server to handle the call volume and storage requirements.

With random sampling, you could tell the system you’d like to have ten calls per month per agent, and using SMDR, you’d be able to grab 300 full-length calls per month (as opposed to a “block of time” recording method). That would be a generous sampling of events for your supervisors to evaluate, wouldn’t it?

In the VoIP recording world, there is less of a cost savings, but perhaps more of a sanity savings…instead of sorting through thousands of calls to choose some for evaluation, your supervisors need only evaluate the 300 calls that have been recorded.

* Setting new standards in Call Recording Security!
We’re pleased to announce that Virtual Observer can now encrypt your recorded customer interactions, helping you to meet PCI compliance. VO also allows for enhanced granular security control, agent auditing, as well as automatic archiving, purging, and 24/7 support for mission critical incidents.

Media Encryption allows companies to comply with the PCI publications by encrypting all audio and screen recording for mass storage. Events are stored in 256-bit “Advanced Encryption Standard” data files. Playback is only allowed for authenticated users of Virtual Observer. Authentication must pass through multiple security stops on its’ own: Windows authentication, PC/System authentication, and Virtual Observer user authentication.

PCI Compliance is a complete enterprise wide initiative within the “Payment Card Industry”, started by Visa and other credit card companies, to create secure operating environments for companies that handle sensitive credit card information. Similar to ISO 9000, PCI compliance uses a published list of standards that must be met for certification. The standard covers many different touch points throughout the enterprise and Virtual Observer now contains the elements necessary to be considered PCI Compliant. Virtual Observer’s Media Encryption covers many aspects of PCI compliance, one small piece being that stored copies of credit card info (Either spoken or visual) must be encrypted and who has accessed that info must be tracked.
Read more of this article….!

* Why we are NOT the cheapest vendor
When we’re going up against competition for new customers, we are typically in the middle of the pack as far as pricing goes. Our system is certainly not the most expensive. The high-priced proposals usually include buzz-worthy features that are not at the core what the prospect is looking for. We are also by no means the least expensive. Those bids belong to basic loggers and recording companies with limited QA features. We do however, strive to keep our costs competitive and lower then some of the middle tier of call monitoring solution providers. We accomplish this by following a “Simple, Effective, Affordable” strategic philosophy that includes everything from development priorities to pricing models.

The main reason why we aren’t always the least expensive vendor is thequality of our people. We have skilled experts in every capacity, and we pay them well to deliver their expertise for our customers. An upcoming addition to our website will be featured profiles of the team. Our biggest differentiator is our people…wait until you see the difference in yours!

* Call Center Knowledge Share
What are some of the benefits of implementing a VoIP phone system?

  • Cost reduction – multiple offices can all exist on the same phone system and reduce long distance costs, without regard to physical distance between locations.
  • Improved productivity and collaboration – integrated voice and data applications allow for unheard of productivity gains and unlimited enterprise-wide capabilities
  • Mobility – call center agents using VoIP phones can work from anywhere with a sufficiently fast Internet connection
  • Convergence – receive your faxes, emails, and phone messages all in the same place

* Tips for improving customer service performance
How do you defuse an increasingly hostile customer?
Every company has their own policies and procedures. Here’s one in particular that works:

  • You start by making sure you listen!
  • Let them speak without interruption
  • You then reiterate what they said, in the form of a question. This tells them that you did in fact listen
  • Next, tell them you want to make sure they’re completely comfortable after you’ve resolved their situation
  • If you don’t have a resolution immediately, assure them you are going to take it to the next level, without them having to repeat their story again
  • Restate the fact that your goal is to turn them into a referenceable customer
  • Ask them if overall, besides this specific issue, service has been acceptable
  • Offer them something
  • Close with how much you truly appreciate their business. If the issue isn’t resolved, ask them how often they’d like to be called with an update…that’s the line that’ll blow their socks off!

* Demystifying Common Acronyms:
These acronyms are examples of call record data, typically retrieved via a computer:
SMDR – station message-detail recording
CDR – call detail recording

* How to maximize your use of VO 3.0
Do you run certain reports every day, week, or month (agent performance, question performance, etc.)?
Then just use the automated report scheduler and have the report run automatically according to your schedule and have it print to paper, create a .pdf or attach to an email.

* Top VO 3.0 Support FAQs
Question: How do I create custom reports in VO 3.0?
Answer: Use the Custom Report Writer and design your own reports that will display the data you are looking for the way you want it.

  1. Select “Reports” from the main menu
  2. Select “Custom Report Writer”
  3. Pick “Create New Report”
  4. Click “Next”
  5. Select “Primary Table” for the data you’d like to report on.
  6. Select “Supporting Table(s)” for any related data.
  7. Add “Additional Options”
  8. Select “Finish”
  9. You are now in the Crystal Reports Interface…

Virtual Observations # 1
Virtual Observations # 2
Virtual Observations # 3
Virtual Observations # 4

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