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Your utility operation provides vital resources to your customers, and your compliance officer knows the risk your company faces when customer communications fail. Let’s look at a few deep pitfalls your company can avoid.

Crushed Under The Weight Of Data

How much call data does a logistics-based operation produce on a daily basis? Whether a company prospects for raw resources, refines a product for an end-seller, or retails and distributes to end-customers, the sheer volume of call data generated can put a glossy stare on the face any QA manager. Worse yet, those call recordings are often unlabeled, unsearchable, and absent of meta-data, making them functionally useless.
Every call to or from your utility operation is its own contract, loaded with legal ramifications that exist in the call data. Disputes, unpleasant as they can be, are a constant in industries that provide public essentials, and they need to be tackled head-on.

Tribal Company Culture

As federal and state legislation expands rapidly over utility industries, so rises the risk and cost associated with servicing utility customers. No company can afford failing to understand these potential risks at any level of the organization. The culture of compliance must permeate a company internally, externally, domestically and internationally. But, this can be especially challenging for companies spread over multiple locations. When a utility fails to set a standard for handling customer issues, departments break into tribes, dividing along homegrown policy lines. The lifeblood of employee training is not only knowing your industry’s regulations, but making intelligent use of well organized and analyzed call recordings.

Get Control Of Customer Service

Here are 3 ways that utility companies put themselves at risk, along with direct solutions to correct course and avoid danger.

Risk 1: Insufficient Call Compliance Recording

Whether a customer is paying a bill, calling for emergency assistance, or inquiring about additional services, utilities all experience more than half of their customer interaction over the phone. Your company policies represent legal promises, and compliance comes down to keeping those promises, most of which are made over the phone. Companies without a compliant call recording system have literally no recourse to lean on for resolving customer disputes. If the customer is being untruthful, the company cannot prove it. If your agent misled the customer, the company has no way of discovering it. Lawyers make their best money when no one can prove anything and litigation drags on, and that’s bound to happen to any company that fails to put real weight behind the phrase “this call is being monitored for quality assurance”.

Solution: Modernize Your Contact Center

Mitigating all these real and costly concerns requires a modern solution, like Cloud-based call recording with speech-to-text transcription and speaker identification. These are not features, but bare necessities for staying legally compliant within an industry. Modernizing is not just about dispute resolution, but building high customer confidence. A call recording platform doesn’t just cover your bottom line, it allows you to upgrade your customer service, respond surgically to trends, and identify new business opportunities. And, speaking of bottom lines, let’s remember that the cost of modernizing your call recording system far outweighs the cost of litigation. From software companies to financial giants, data breaches have shaken customer confidence. Modernizing your call recording solution gives you safeguards like automatic PCI redaction, which permanently removes social security and credit card numbers from your recordings.

Risk 2: Big Data Drift

Utilities are large entities with numerous departments spread over multiple geographic locations. Recording your calls is the first line of defense, but when recorded data is spread over multiple locations, a company suffers from the left hand not knowing what the right hand is doing. To complicate matters, sharing call data from one location to another, even when needful, makes that call data insecure, and therefore non-compliant. If your current platform can’t organize your data for you, your response to disputes will be ineffective and slow.

Solution: Invest in a Secure, Multi-Tenant Solution

Just collecting big data is not enough. That data must be accessible from location to location while remaining secure and compliant. A Cloud-based call recording platform centralizes the storage and retrieval of call data securely in the Cloud. Companies can then consolidate the collected data from all locations, and provide secure access to recordings without breaking compliance. Cloud-based call recording also allows a utility to bring all its recorded locations up to the same high standard of data security without the need for new hardware, eliminating maintenance costs. CallCabinet’s Atmos Call Recording platform even structures itself as a monthly service, eliminating the need for burdensome long-term contracts.

Risk 3: Antiquated Quality Assurance

HOW DO YOU RATE OUR LAST CONVERSATION WITH YOU?
(Poor) (Fair) (Good) (Excellent)
You can call, email, text, and write your customers with surveys, but those questionnaires limit your understanding of customer satisfaction and agent performance because they’re generic. Even if you provide a space for direct customer feedback, your understanding is still limited to your customer’s ability and willingness to clearly express what they have to say to you. What’s more, your customer often can’t tell you which employee gave them a problem, and you can’t prove whether the customer was just hard-to-please or if your employee really did fail to keep your standards. Your understanding of your customer is, at best (Fair).

Solution: Convert Your Call Data Into Actionable QA

Your need for QA is as much about understanding your customer’s experience as it is evaluating your agent performance. There’s no better way to get control of your QA than by witnessing the actual transactions between your agents and customers. However, no QA manager on earth has the time to sift through hundreds of hours of recorded calls. That’s where AI-driven analytics put an end to antiquated QA techniques like random call sampling. AI lets your call recording platform extract incredibly accurate caller sentiment from each recording. This allows a QA manager to take the temperature of a single call, a week’s worth of calls, calls to a particular department, call to a single agent, calls with unhappy customers, calls with swearing, yelling, or even ones that went perfectly (you know, the ones you want to play back when training new agents). With the ability to detect custom keywords and key phrases, you can react to trends before they actually become larger issues. Being able to search through transcribed calls for the criteria your company is concerned with takes your listless pile of data and converts it into an ever-growing knowledge base that not only helps your customer insight, but also bolsters your ability to evaluate and train your agents.

Conclusion

We depend on utilities to deliver power, heat, water, and more. Utilities need a platform they can depend on to protect them and help build customer confidence. Nobody prefers damage control to preemptive action, and your call data is practically begging you to listen closer. Equipping your operation with a fully featured Call Recording and QA solution like CallCabinet’s Atmos helps you stop running damage control so you can get in front of your competition.

In this age of immediate gratification without commitment, we are driven towards subscription services rather than spending on permanent solutions.  From streaming video services, to online overnight delivery shopping, the business world has certainly changed from the days when long term capital investments helped plan for the future growth of companies.  Today, everything is about change and flexibility.  The ability to adapt dynamically to customer needs is critical to today’s success factors in business.  Customers expect that their vendors can change on a dime and offer services that are as dynamic as their needs.  The business world has gone from a product centric environment to a services model.

The same holds true for communications in the business world.  The trend has been to migrate to a hosted Software as a Service Model, where companies no longer need to invest in large scale Enterprise PBX systems, but rather a subscription PBX where the company can scale up and or down as their requirements dictate.  The need for compliance recording is facing the same trend.  Compliance recording in the Enterprise protects the consumer as well as the companies they do business with.  Why, you ask?   To start with, any verbal transaction that takes place between a consumer and company should always be recorded as a safeguard in dispute resolution.  The recording positively identifies who said what to whom, thus eliminating any doubt of what was promised as well as whether the service/product was verbally purchased.  Legally, this transaction actually expands into a whole host of regulatory compliance standards such as Sarbanes-Oxley, Dodd-Frank, MIFID II, Truth in Lending, and many more legislations that require theses transaction recordings take place.  And, with GDPR standards, consumers have the right to ask for the recording in the event of the dispute.

As compliance recording begins to spread throughout the Enterprise, so does the need to reduce the vast cost of recording systems so that it becomes affordable for the Enterprise.  Just like the communications system, companies are looking to reduce costs and deploy dynamic recording systems without having to spend huge amounts of money.  That’s where cloud recording comes in.

Software as a Service is taking the business community by storm.  “Cloud Based” solutions offer a flexible and scalable service for a low monthly operational cost rather than a hardened capital investment where the Enterprise has to plan for the future.   CallCabinet has a SaaS model recording platform that offers the Enterprise flexibility and scalability without the burden of a capital investment.  Through CallCabinet Atmos, Enterprises can subscribe to a call recording service and get the same features that are found in large, on-premise expensive systems, at a fraction of the cost!  Features such as screen capture, PCI-DSS voice and screen redaction, compliance call recording and even Agent Evaluation can be subscribed to with the CallCabinet Atmos service.  To learn more about CallCabinet and Atmos, find us at www.callcabinet.com.

Continue reading “Is Today’s Businesses Becoming The Age of Renters?”

Avaya Call Recording

Immediate Release: CallCabinet enhances it’s compliant call recording solution for Avaya

CallCabinet Corporation is pleased to announce that it has added enhanced support to integrate  Avaya for Atmos, its cloud-based, multi-tenant, compliant call recording and agent evaluation solution.

 

With thousands of businesses relying on the flexibility and versatility of Avaya and Avaya Contact Centers, the latest update to CallCabinet’s multiple award-winning Atmos call recording solution ensures that Avaya users can easily, and cost-effectively, meet the required global standards for call recording compliance, security and management.

 

According to CallCabinet CEO Ryan Kahan, the enhancement to CallCabinet’s Avaya premise-based offering, and the inclusion of support for the Atmos cloud-based product, adds Avaya to an exponentially growing lists of users enjoying the feature rich benefits, flexibility and cost savings of the Atmos solution.

 

“By significantly reducing the overhead and costs associated with on-premise call recording for Avaya users, we are able to make our partners far more competitive, while offering the vendor’s user base a unique and disruptive call recording solution from SME to Enterprise businesses, confirmed by the volume of recent inquiries,” Kahan said.

 

“To date, CallCabinet’s solutions have always been able to integrate with Avaya systems and we offer support for all types of Avaya recording, including Analogue, Digital, VoIP, DMCC, TSAPI and port mirroring.  This multiple approach to Avaya integration offers the best possible solution to record calls within Avaya  throughout the system from cradle to grave.  The DMCC and TSAPI integration allows Atmos to track Avaya Contact Center Users by login, thus offering a “free seating” concept where calls for Avaya users are recorded and stored by Agent ID rather by extension or physical telephone location.  This capability offers the benefit of flexible seating, recording and quality management for the Avaya Contact Center.”  

 

Atmos for Avaya offers call recording as a service along with Reporting, Compliance, PCI, Agent Evaluation, Analytics, Screen Capture and many more features.

 

“With this upgrade, we have effectively removed the compliance, storage, access and management challenges of native call recording for users of Avaya. Thus  enabling businesses to add a necessary and powerful feature to their telephony system for a low monthly fee all of which is then hosted compliantly in the cloud,” Kahan concludes.

The expansion of regulatory compliance within general business is driving more organizations to invest in technologies to protect the business and their customers. This includes capturing all types of communication within an organization including emails, documents, letters, voice communication and screen interactions. So all of this technology is costing more as legislation mandates larger segments of compliance monitoring. At the forefront of this spending is the recording system.

Continue reading “Why Buy a Recording System When You Can Subscribe to One?”

BOCA RATON, FL. – December 12, 2017 – Xorcom Ltd. and CallCabinet Corporation are pleased to announce that the companies have entered into a strategic partnership to provide customers unlimited secure cloud call recording for their CompletePBX phone systems.

Continue reading “Xorcom unlocks superior call recording functionality with integration of CallCabinet’s Atmos to its CompletePBX”

Boca Raton, USA, August 18, 2017 (Newswire.com) – CallCabinet Corporation, a compliant cloud call recording solutions provider, is pleased to announce that TMC, a global, integrated media company, has awarded its Atmos cloud call recording and agent evaluation solution, its 2017 Communications Solutions Products of the Year Award.

Continue reading “TMC Names CallCabinet a 2017 Communications Solutions Products of the Year Award Winner”

Cloud call recording solutions provider CallCabinet, a Microsoft independent software vendor partner, announces its Atmos solution for Skype for Business powered by Microsoft Azure. The Atmos Skype for Business Client is a Windows desktop-based client which records and monitors Skype for business communication and traffic. CallCabinet provides call recording solutions that integrate into Skype for Business and Microsoft Office 365.

Ryan Kahan, CEO of CallCabinet, says the announcement means Skype for Business customers using Atmos can be assured of a compliant call recording solution that integrates into their environment and enables them to benefit from the Azure cloud platform. This allows customers affordable SaaS while still maintaining enterprise call recording services from a storage and retrieval point of view. Atmos is built on Azure, integrating Azure Storage and benefiting from Azure’s enterprise-grade security, web services, and database services. Azure has been instrumental in allowing CallCabinet to bring Atmos, the company’s disruptive call recording technology, to the market for a fraction of the cost of traditional on-premises systems. With Azure, CallCabinet has been able to quickly, securely and cost-effectively deploy a global array of services which allow it to deal with the international data sovereignty requirements and security of its clients.

CallCabinet customers can now use CallCabinet hosted on Azure to ensure recorded calls are compliant, as well as individually secured and encrypted at the source. “Compliant call recording is not just about keeping track of staff performance; it goes far beyond that. It can assist you in resolution dispute and prevent reputational and brand damage, and as such, is vital to your business’s safety,” said Kahan.

Globally, especially with changes in local legislation, businesses are starting to realize the significance of compliant and secure call recordings, as well as the importance of practices such as agent evaluation.

Kahan added, “We’ve seen massive success with our Atmos for Skype for Business product thus far, proving local companies are beginning to understand not only how important call recording is, but also that ensuring call recording complies with stated country-specific regulations is equally as important.”

James Skay, senior product marketing manager, Skype for Business Developer Platform, Microsoft Corp. said, “We are pleased to see CallCabinet’s commitment to Microsoft. With the new capability provided by Atmos, CallCabinet is bringing innovative solutions to our customers using Skype for Business and Microsoft Office 365.”

For more information please visit https://www.callcabinet.com/skype-for-business-call-recording.

CallCabinet, a call recording, quality assurance, compliance and analytics company, announces that its Atmos Cloud based Software as a Service Call Recording platform has completed interoperability testing with BroadSoft. CallCabinet Atmos has successfully completed interoperability testing on CallCabinet’s Atmos and BroadSoft BroadWorks Release 22.0.

Continue reading “CallCabinet Atmos Cloud Call Recording Completes Interoperability Testing With BroadSoft”