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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.

cloudcallrecordingicon1It doesn’t matter whether you are managing a large or a small enterprise. When you are dealing with transactions made by your employees with clients over the phone, you need to be on top of many different components. These will usually include aspects such as customer service, sales pitches, transactions and legal compliance. Real-time interactions between clients and call centre staff can often be a little daunting to control and understand, and frequently issues may arise.

Continue reading “5 Advantages Of Cloud Based Call Recording You Cannot Ignore”

businesscallrecordingsIn the modern world where a wide variety of transactions are conducted via telephone, regulatory compliance plays a most fundamental role. There are various acts that regulate telephone transactions, and call centres are always highly focused on remaining compliant at all times. On the other hand, call centre managers often find themselves dealing with other, employee related challenges such as customer service, employee retention, hitting targets and objectives, and improving productivity. They also have to deal with customer issues such as quality of service, client recruitment and retention and effective sales.

Continue reading “Improving Compliance And Service Excellence With Business Call Recording Systems”

quemetricsdashboards200x200There are three processes that are needed for effective monitoring of any call centre environment. These are (1) measurement, (2) analysis, and (3) collection of feedback. If this process is continuously repeated it forms cycle that continues to improve the performance of the business. It also provides the ideal opportunity to use controls and metrics to gain insight into performance, and where and how it can be improved. It is, however, vital that after evaluation and assessment, that the reports and insights are acted upon in an appropriate manner in order to get results.

Continue reading “Benefits Of Implementing Queuemetrics Agent Evaluation In Your Call Centre”

It is no secret that the monitoring and recording of calls is now used to access, simplify and speed up financial transactions and other similar agreements. Previously, paperwork was required to purchase insurance, health insurance, financial agreements and to solidify other types of contracts. Nowadays a telephone conversation, agreement or consent from the customer by telephone is all that is needed to legalise a contractual agreement. It is therefore no surprise that financial bodies and legal institutions are strict about the conversations that take place during these transactions. Compliance with a variety of financial laws and regulations is primary to the effectiveness (and even the survival) of a business transacting via telephone, and therefore the ability to use Cisco call recording provide clients with an easy way to ensure this vital compliance.

Cisco call recording can be used by call centres of all types and descriptions for a wide variety of purposes. These include compliance, the analysis of speech, inaccuracies in information provided by the agent, training and development opportunities, blogging and even podcasting to market products. Transcription is only accurate with high quality call recording, and as a result Cisco call recording use specific techniques and technologies to ensure that voice recording is crystal clear, and that background noise is minimised. There are, of course, basic requirements for all call recording embedded in the Cisco call recoding system in order that ensure clear recording and compliance at all times.

About Cisco Unified IP phone based call monitoring

IP or even VoIP is the norm with recording and analysis of a call. VoIP means Voice over Internet Protocol, and is recorded in data formats that enable voice calls to be transcribed, recorded, analysed and stored in easily encoded data formats to allow access to certain individuals or security levels. It typically utilises built-in-bridge (BIB) technology to enhance call monitoring and recording from a variety of devices, such as smart phones, computers and tablets. Customers can access live calls from any location, through any device, at any time. This provides insights on real-time calls, analysis on historic call information, and a thorough analysis on criteria sets that will enable the customer to interpret call data.

When Cisco call recording is implemented it enables two streams of communications to be audible – one audible to the operator from the supervisor, and another audible to the supervisor, but not to the customer. This enables the supervisor to evaluate the call in real time, to provide assistance (without the customer hearing supervisor input) and to ultimately achieve a better result. This increases success of on-the-job coaching opportunities and better call results overall.

If your business needs secure and accurate call recording, please contact our team at Call Cabinet to find out more about Cisco Cal recording. We will be happy to provide you with all the call recording information and benefits you need for your business – no matter how small or big your business is!

If you are managing a call centre, you will know how important it is that your customer interactions are handled properly by your call centre staff. In the past, very traditional methods were used to record calls and to evaluate staff members on their handling of these calls only. Nowadays, however, it has become crucial that not only voice recording is evaluated, and that you are able to measure via other metrics as well, such as number of calls, length of calls, quality of calls, performance during calls, and even hit rates as a result of calls.

The new generation of call centre recording software extends way beyond just measuring calls. The new types of software can upload scripts and change these according to the calls, track call centre statistics, record calls and provide comprehensive reporting on a variety of statistics that allow you to track the success of your agents and your call centre overall.

Benefits of employing the use of call recording include the following:

  • Ensure compliance: Different types of businesses have to comply with different types of legislation and regulations, and one way to ensure that calls are compliant is to record them. Ensuring that the company remains compliant ensures that your company does not run the risk of law suits and unhappy customers.
  • Happier customers: Swift call centre reactions to customer calls is very important. The attitude of the call centre employee is also crucial, and they cannot react negatively to rude or impatient customers. They have to be empathetic and helpful at all times, and using call recording software to replay and listen to calls will catch the moments where call centre staff fail to communicate well. Being recorded ensures that your call centre agents apply their training effectively and communicate in a way that satisfies the clients.
  • Employee development: Often when new people are employed they have to go through an induction process that provides guidance and training on the legislative and communication requirements of the job. Being able to listen to recorded calls provides them with an opportunity to learn how to, and how not to, handle calls. This means that your new recruits will fare better and the likelihood of errors can be reduced.
  • Better efficiency: It is crucial to ensure high productivity in the work environment because this directly affects the profitability of a business. Call recording helps to ensure that call centre agents remain focused on goals and business metrics, and employers are able to continuously conduct performance reviews to ensure that call centre staff perform well, and that opportunities for training are noticed as soon as possible.

At Call Cabinet we provide technology that records and stores your calls (and other relevant interactions) in a highly compliant and secure environment. This means that you have access to recordings in any location where internet is available. It can be accessed from a range of devices such as tablets, computers or smart phones. Our call recording technology can be applied in a wide range of environments, including companies with as few as 2 or 3 call agents. Contact us to find out more about our innovative call recording software!

It is always vital that supervisors are able to evaluate the performance of their agents and to train them effectively to perform better and to avoid mistakes. One of the most effective ways of doing this is to use call recording software that enables the supervisor to listen to the calls and to identify weak points and mistakes in the conversation.

Continue reading “Efficient Cisco Agent Evaluation with Atmos Call Recording Software from Call Cabinet”

It is almost normal to hear the phrase “this call is being recorded” when dealing with agents or call centres via telephone. Call recording ensures regulatory compliance, evaluates agent performance, provides material proof in disputes, and identifies training and development opportunities. It is, however, no longer enough to only record a call – the content of the call also has to be securely stored, and information gathered or discussed during the call has to be protected. This is why call recording systems now add several layers of additional security in the form of encryption to their recording and storage of data. Various laws throughout South Africa, such as the Data Protection Act, Consumer Act, and legislation regarding electronic communications apply to call recording, and compliance with these laws is vital for all organisations. There are also a variety of security standards to adhere to, such as the Electronic Communications and Transactions, Financial Advisory and Intermediary Services and others to ensure that data is recorded, transferred and stored securely.

Continue reading “How to ensure Call Recording Regulatory Compliance with Call Cabinet”

Because people are at the centre of any business, mistakes are common, and communication is not always as clear or as succinct as we would like, misunderstandings may slip into important conversations. It’s easy for two people to disagree on what was said and by whom, which could turn into bigger disputes that may have dire consequences for any business.

Continue reading “He said, She Said: Solving Disputes through Call Recording”