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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@example.com 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 www.nacr.com – 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 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 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 – 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 “Ultimately, the value of – Identify training needs technology is judged by – Fine-tune call handling procedures how well it facilitates • Business Performance Management relationships” – Achieve business objectives New Rules for the New Economy, Kevin Kelly – Business intelligence – Identify root causes Call Recording Benefits Improve Ensure Identify Customer Quality Measure Training Service Standards Sales Performance Needs Verification Evaluate Liability Customer Threat Protection Capture Satisfaction Tracking Meet Testimonials Regulations Share Identify Resolve Customer Productivity Information Disputes Expectations 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? In the Prosci study, over 75% of participants • Customer handling skills indicated that they monitor their agents less • Intonation than 10 times per month, with most of • Sales ability and techniques them monitoring agents • Product knowledge only one or two times per month. • Technical knowledge Source: Call Center Learning Center: Call • Escalation procedures Center Best Practices Report • Adherence to policies 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 Financial Services “Cut new hire agent “Customer satisfaction Quality turnover from 30% to 2% rate rose by 8% Recording to see an immediate return -- Mitsubishi on investment in training.” -- Chase Mellon Bank Utilities Telecom “Overall quality “First contact scores have risen resolution Improved from 88% to 95%.” from 73% to 90%.” – Texas Utilities Intertwine Insurance Technology Outsourcing “Policies sold to quotes “Our CEM system has given, has gone up 16% “The system paid for increased our from 24.3% to 40.2% in itself within the first 6 supervisors‟ productivity only six months.” months, and we by 30%” -- Canadian Direct – Compaq anticipate an ongoing Insurance ROI of $240,000 per year.” – Software Spectrum 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 ? • 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 • 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 Reliability – Total recording is only accomplished via operations – The required hardware and/or voice activation which may not accurately capture start software generally costs less than $500 per and end of the conversation. This is best used in a station. Standard .wav file readers used for PC “record on demand” environment where the agent or based playback are generally “freeware”. supervisor control the start and stop of the call recoding. Supports recording of all call types – both Limited Information Elements – Finding the appropriate external and internal calls can be recorded. 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 Will not capture the complete „Customer Experience‟ PBX/ACD and handset. - 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 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 Cannot record Internal calls - Can only will include everything the customer heard (e.g. holds, transfers record External calls (both inbound & etc.) outbound) Reliability – Total (100%) recording available even without CTI CTI “Sensitive” - In event of CTI failure (requires Call Detail Recording or limited search capabilities) it will be hard to find recordings Flexibility – Not “sensitive” to Move/Add/Change (MAC‟s) TDM trunks only MAC‟s do not force reconfiguration of the recording equipment IP trunk recording not supported Device independent - Supports recording of all phone types CTI Integration is required if you want to including encrypted IP phones 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) • 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 More complex installation - connections are required (not CTI dependent) to each extension to be recorded Supports recording of all call types – both “Sensitivity” to Move/Add/Change (MAC‟s) external and internal calls can be recorded MAC‟s force reconfiguration of the recording equipment Tends to be more cost effective for smaller Will not capture the complete „Customer Experience‟ - operations 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 Selective only - Does not support Total Recording recording only a few calls selectively (typically uses limited number of T1‟s) Flexibility – MAC‟s do not force reconfiguration of CTI dependant – 1 Step Conference Recording the recording equipment dependant upon Computer Telephony Integration Flexibility - Can support recording of all phone Requires switch configuration – DS1 cards and types, including encrypted IP phones configuration of switch resources is required Supports recording of all call types – both “Sensitivity” to switch resources – Service Observe external and internal calls can be recorded requires switch resources (3 timeslots per recording) Can work alongside Trunk side - Can be used No investment protection – Upgrade to switch might with trunk side recording to record certain internal require changes to the recording system (for example calls upgrading to pure IP system) Can support complete „Customer Experience‟ Could impact manual service observing - With some – requires the use of Customer Experience switches, stations being recorded cannot also be Service Observation not available on all systems simultaneously manually observed by supervisors Location independent – potential to support Vendor ACD Specific - Not all vendor ACD switches remote agents and branch PBX‟s support these means of call recording 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 ADVANTAGES DISADVANTAGES Software only option - Can be provided as a software Dependant upon network switches‟ capabilities only recorder without dedicated, “proprietary” loggers. - Requires network switch to support specific port Customer provided hardware still required. mirroring modes and capacities Simplified installation - Process easier when “Sensitivity” to network performance - solution compared with traditional recording (only requires is based on IP and is subject to the customer‟s network connections) network conditions, outages, and packet loss Centralized Recording - Multi-site configurations and Device dependant– supports only IP phones (can Virtual Contact Centers can potentially be recorded not record Analog or digital devices) from a single point Scalability - Expanding recording capacity doesn‟t Often No Support for Encryption - Encrypted IP necessarily require adding hardware phones may not be able to be recorded Flexibility – Not “sensitive” to Move/Add/Change CPU “intensive” – providing high-density system does not force reconfiguration of recording equipment (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 station- side tapping environments only. – Requires Meridian Link Server computer telephony integration 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 ADVANTAGES DISADVANTAGES Investment protection - Simultaneous support May not be suitable for compliance/legal requirements for TDM, IP or mixed environments – More single points of failure than trunk or station tap. May be duplicated to improve reliability. Centralized Recording - Multi-site “Sensitive” to DMCC/CMAPI Connector Server failure configurations and Virtual Contact Centers can – if the connector server is down recording is disabled. potentially be recorded from a single point Remote AES and logger can be provided for survivability. Simplified installation - process easier Requires switch configuration – may require additional compared with traditional hardwired recording 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 • 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 Universal Skill Skill Skill Skill Agent H.320, H.323 Video & Rules Text Email Live H.324 Data Based Web Video FAX In/Out Cell Voice Switched or Web Priority Call IM Mail Packet Audio Processing Priority Priority Priority Priority In/Out Calls Circuit Switched Common Service Queue Voice 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 Benefits cc: Voice Call recording engine able to record 100%, cc: Voice random, event driven, or on-demand. Digital, cc: Screen VoIP, CTI-based, or blended environments. cc: Provided with all call recording systems, cc: Quality Quality enables you to build a diverse set of individually tailored quality evaluation forms. cc: Internally developed screen recording engine. Analytics cc: Discover Screen cc: Quality Can record agent movements synchronized to The CallCopy Suite audio or stand alone for email and chat. Records in Terminal Services, Dual Monitor, and in non CTI environments cc: Enables additional security features to meet Security regulatory standards which Includes API initiated bcc: Security cc: Survey blackout events, encryption of all client-server communication & stored recordings. cc: Measure customer satisfaction by utilizing Survey cc:Survey IVR based system. Offered in both Hosted and Premise based solutions. cc: Offers key word spotting, emotion detection, and Analytics stress analysis OnviCord Call Recording Complete & Comprehensive Platform • Base Features Full-time recording • Enhanced Features Selective recording Random recording Live monitoring Rules-based call selection Voice and data Search by customer data recording Graphical displays VoIP and TDM Comprehensive reporting recording Flags and comments Browser-based playback Remote playback Permission-based Speech analytics access E-Learning QA Evaluation forms Customer surveys E-mail integration “Best Kept Secret” 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! Workforce Optimization • “…a software bundle consisting of agent-directed applications that help them work better.” Customer Management Insight • “…the convergence of the four foundation contact center applications: workforce management, quality monitoring, e-learning and performance management.” Customer Management Insight • “Workforce optimization as a call center strategy means that agents are seen as an important part of the greater enterprise. They are a group of employees that need to be treated with care, properly trained, coached and managed because they are the people who interact with customers.” Customer Management Insight • “…predicts that 30 percent of large enterprises will start adopting an integrated WFO strategy by the end of 2009…expects small-to-midsize businesses to catch on faster, largely because the value proposition is more attractive.” Gartner Group • “…help contact center managers achieve their four primary goals: improving productivity and reducing operating expenses; decreasing customer attrition; increasing revenue; and providing an outstanding customer experience.” DMG Consulting 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 • eLearning and Coaching Modules – Automatic Transcription – Delivered to the associates desktop in – Word Spotting a dynamic manner: – Emotion Detection • Flat Files, Clips – System Rules • Voice/Screen synchronized – Screen Triggers • As part of agent‟s WFM schedule • Quality Monitoring • Workforce Management – Forecasting – Shorter, more specific – Agent Scheduling evaluation forms targeted to the area of concern – Real Time Adherence – Enables a greater sample • Feedback size for evaluation – 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 •Quality •Productivity Sample Agent Dashboard •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 well- phrased 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 • “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 Statistics Calculation 38% Call Quality Monitoring 10% 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% Response only ____ did! 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 50 seconds 30 hours 5 days Experience and Evaluation 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 Automated Precision Metrics Random QM Monitoring • Agent Productivity 3-10% 8-20% • Customer Satisfaction/Loyalty 5-12% 10-23% • Quality Scores 5-15% 7-20% • Agent Turnover 2-4% 5-8% • First Contact Resolution 1-7% 6-20% • Sales Conversion 8-15% 10-25% • Reduced Training Time 5-10% 10-20% • Reduced Call Volume 1-5% • Improve Systems/Self-Service 1-7% • Reduced Risk / Liability .5-5% Gartner‟s Contact Center WFO Magic Quadrant Evaluation criteria: As defined by Gartner, “Leaders in the • Market understanding WFO market provide functionally broad • Product/service and deep WFO software portfolios that • Offering (product) strategy can be deployed and supported globally. • Customer experience They are suitable for all sizes and • Innovation complexities of enterprises and have • Overall viability broad industry coverage. Revenue is • Business model strong, and new references are readily • Sales execution/pricing available.” • Marketing strategy • Marketing execution • Sales strategy Source: Gartner, “Magic Quadrant for • Operations Contact Center Workforce Optimization,” • Vertical industry strategy Jim Davies, Sept. 26, 2008 • Market responsiveness/ track record • Geographic strategy 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 Standard Advanced Package Package Package My Universe Quality Monitoring X X Business Analyzer – interactions evaluations and X X X audit trail modules. Reporter X X Rules Manager - Scheduler, Storage (when X X X Storage Center is part of the solution) 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 Forms Designer X X Call Flow Analysis (CTI events) X Nice Feedback Customer Survey Optional Optional Optional NICE Coaching 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 Performance Interaction Dashboard Interaction Analytics • Indicates South Analytics • Ongoing analysis of region agents have • Longest hold times hold time and other 35% longer hold are found in new parameters times on average service inquiries WFM and Coaching Coaching Package • Agents receive WFM • Training manager schedule update • Schedules coaching creates best practice notification and take session at optimal coaching package the coaching time for South region explaining how to package agents 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 • Resolve the situation applying an automated incident response 360° Incident View • 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 • Central repository of incident information • Easy to protect • Digitally secured • EASY TO CONTROL • Access controlled 58 WFO Market Share Leaders Internet Protocol (IP) Workforce Optimization Speech Analytics Quality Monitoring Recording with Recording 2008 Quality 2008 Speech Analytics 2008 Voice/Data 2008 Quality Management/Liability Market Report, DMG Recording/ Speech Management/Liability Recording Market Share Recording Market Share Consulting Analytics Market, Report, Report, (based on number of Tern Systems (based on DMG Consulting DMG Consulting implementations) CSR shipments) (based on total IP recording (based on WFO and revenue) recording revenue) 19% 17% 14% 10% 4% 46% 8% 41% 8% 42% 14% 19% 57% 31% 34% 36% Verint Witness Actionable Solutions Nice Autonomy eTalk Rest of Market 21% 20% 30% 25% 32% 14% 32% 43% 18% 19% 28% 34% 16% 18% 25% 25% Workforce Management Workforce Management Workforce Optimization Workforce Optimization Services Services 2008 North American 2008 North American Agent 2008 North American Agent 2008 North American Agent Agent Performance Performance Optimization Performance Optimization Performance Optimization Optimization Markets, Markets, Frost & Sullivan Markets, Frost & Sullivan Markets, Frost & Sullivan Frost & Sullivan (based on WFM services (based on WFM+QM ( based on WFM+QM (based on product and revenue) revenue combined) service revenue combined) services revenue) 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. “Saddletree Research APO tools (and the new generation of views the Verint approach analytical add-ons) are the best way to speech analytics as the to identify weaknesses and amplify most comprehensive and strengths in the entire chain of the customer experience. efficient offering on the market today…Verint has Customer-agent interaction recordings are being increasingly utilized to set the competitive bar” unearth intelligence that is of interest to users at various levels both within the contact centre as well as the enterprise.” -- Paul Stockford Saddletree Research Verint Has Three Levels of Speech Analytics BUSINESS VALUE ROOT CAUSE Find out what ANALYTICS you do not know “TELL ME WHY” to look for Analyze impact CONTENT on known issues CATEGORIZATION Find isolated KEYWORD calls of interest SPOTTING INTELLIGENCE Spot 20-200 Transcribe and Mine categorized defined words index entire calls and suggest call and extract root cause concepts Automated Root Cause with Tell Me WhyTM TellMeWhyTM surfaces the Customer Complaints root cause of key business issues – Continuously mines all Change policy calls surfacing top drivers Technician didn‟t show – No need to predefine terms or reprocess calls Activity fees – Category wizard groups Wrong information contents of customer interactions – Non-categorized calls are used as a reference group delivering true root cause for every category or search result 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 Service Call AHT = 7.5 minutes issues = Calls Password ResetCustomer 8% to Online AHT = 9 minutes Rep Reports Increase in Reset Password Calls to Management Average Cost Per Call Enterprise determines it is $4.50 too costly to change the Web too costly NOT to change Site Functionality web functionality Management Web meets with IT Possible Cost Saving Development $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 Improved Supervisor Performance Evaluation Time Create Targeted Training Programs “New Agent” Training Create “Better Trained” Agents Repetitive Coaching Improved Agent Consistency Reduced Talk Times Improved Agent Performance & Morale Reduced Agent Turnover Increased Revenue Reduced Risk Improved Customer Retention Telesales Compliance Increased Upsell Opportunities Customer Claims Improved “Time to Market” for Products “He said, She said” Thank You! 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