strategic value for call centers

The Right Choice for Call Recording

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Strategic Value for Call Strategic Value for Call CentersCenters

Tracer Call Center Recording and Quality Assurance



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



Strategic MakeupStrategic MakeupThe type of call center defines

its goalsThese goals dictate the critical

processesPeople are selected to align

with critical processesTechnology is used to

enable/improve critical processes or drive meaningful efficiency



Two Primary Types of Two Primary Types of CentersCenters



Value Equation: Profit Value Equation: Profit CenterCenter

Reactive

Proactive

Low Impact on Success

Compliance

Call Scripting

Best Practices

Identification

Training & Developme

nt

High Impact on Success

Compliance• It’s reactive – only used when

audited• Low value – used to meet

external standard, not business driver

Call Scripting• Somewhat reactive – develop

once and change when necessary

• Modest value – consistency is critical, but a call script process is only the beginning

Best Practices Identification

• Moderately proactive – need to seek them out

• High value – knowing what drives business results provides control

Training & Development

• Very proactive – takes consistent work to develop talent

• Highest value – builds consistent use of best practices for maximum results



Call Recording in Profit Call Recording in Profit CentersCentersAddress critical processes across spectrum1.At minimum one gains compliance and protection2.Use as reaction to exceptions to identify best practices3.Be active and build more effective development processes



Recording for ComplianceRecording for ComplianceCompliance Requirements

•FTC Telemarketing Sales Rule•FTC Telephone Order Merchandise Rule•Various SEC and FINRA regulations

Value of Compliance•Revenue protection•Avoidance of penalties and fees•Avoidance of bad press

Solution Drivers•Reliability•Efficiency of data retrieval•Security



Tracer as SolutionTracer as Solution• Multiple storage options including

RAID 1• Complete set of alarms

• Powerful search on any call data• Instant playback• Outlook-style organizational

structure• Share via encrypted media

streaming or email recording as .WAV file

Reliability

Efficiency of Data Retrieval

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

Security

Powerful yet simple searchInstant playbackShare recording, just a segment or entire call Intuitive folder hierarchy for easy organization and retrieval



Recording for Best Recording for Best PracticesPracticesBest Practice Identification Process

•Reactively monitor agents who produce exceptionally good or bad results•Reactively monitor teams producing exceptional resultsValue of Best Practices Identification

• Increase revenue by sharing good sales technique• Increase revenue by reducing bad practices•Control cost by reducing wasteful practices

Solution Drivers•On demand accessibility•Live or historical monitoring•Ability to share examples with team



Tracer as SolutionTracer as Solution• Easily access calls via OAISYS

client• Simple, efficient search and

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

employee

On Demand Access

Live or Historical

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

specific segments of calls

Sharing

Auto monitor by employee

Add text-based annotations

Highlight key moments



Recording for Recording for DevelopmentDevelopmentPersonnel Development Process

• Establish performance standards and metrics for critical processes• Systematically evaluate performance• Base training, promotions and changes on performance reports

Value of Personnel Development• Increase revenue through improved performance• Control training costs by focusing on those demonstrating ability• Control personnel costs by reducing non-performers

Solution Drivers• Recordings linked to evaluations• Reporting on evaluations•Graphs for easy analysis



Tracer as SolutionTracer as Solution• Customized quality evaluations• Assign evals to teams and

supervisors• Self and supervisor evaluations

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

Linked Evaluations

Evaluation Reporting

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

Easy to Read Graphs

Easily customized evaluations

Generate reports based on comparisons, trends, agents and teams



Tracer: A Complete Tracer: A Complete SolutionSolutionAs a solution, Tracer can address all

levels of the value equation in a profit center

Compliance and protection through reliable recording, efficient retrieval and authenticity verification

Best practices identification through reactive monitoring of live calls and recordings along with email sharing

Personnel development through consistent processes using custom evaluation forms, reports and graphs



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