Compliance Archives | Call Recording

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.

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 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”

The GDPR, better known as the General Data Protection Regulation is a law ratified by the European Union in April 2016.  Many are asking why they should care about the GDPR and what it means for their company. The GDPR was designed to give individuals better control over their personal data held by companies and prevent inadvertent or purposeful disclosure of their personal data and information.

 

The global context precipitating the GDPR entails expanding data capture methods combined with numerous data breaches across the globe in recent years that have exposed the personal data of millions of consumers at an alarming rate. Recent studies reveal that over 50% of global companies report they are struggling significantly to make the necessary changes in how they operate to meet the rules set out by GDPR   The deadline for companies to be compliant to GDPR is May 25, 2018.  This is HUGE!

 

Continue reading “Big Data, Call Recording & Why the GDPR Matters”

CallCabinet becomes the only regulatory compliant call recording solution certified for Vodia’s multi-tenant PBX in the cloud.

Boca Raton, USA – May 18, 2016 – CallCabinet, long trusted for its multiple award-winning compliant call recording solution, Atmos, has teamed up with Vodia, the company that pioneered multi-tenant PBX, with a cloud-based solution for every firm that needs to record calls for training, dispute resolution, regulatory compliance, or security.

Vodia’s Hosted PBX customers are already used to the cost savings, CRM and billing integration, and WebRTC features of their wholly owned technology, which is more secure than Asterisk according to Vodia. With CallCabinet’s integrated solution Atmos, Vodia customers benefit through unlimited, securely encrypted storage of recorded calls that meet regulatory compliance requirements. Atmos is a cloud-based call recording environment where every recorded call meets compliance and is individually encrypted at its source with a rotating encryption methodology that is unique and specific to each call.

“Vodia was a clear choice,” said Ryan Kahan, CEO at CallCabinet. “They’ve led the way for multi-tenant solutions for more than a decade, allowing resellers to host thousands of companies inside a simple architecture. Combined with Atmos, Vodia customers now have a hosted recording solution that meets regulatory compliance and offers a “pay as your grow” business model.”

Regulatory compliance is growing within the business community and is now affecting a wide range of organizations from small business to global enterprises. Traditionally, regulatory compliance was limited to contact centers, where today compliance reaches all aspects of an organization including, finance, human resources, technical support and many other departments.

The combined solution offers Vodia resellers a unique business opportunity to sell CallCabinet’s Atmos platform and expand their offering to their customers. CallCabinet has an excellent reseller program that pays commissions to Atmos resellers. The partnership with Vodia opens up Vodia resellers to be included in the program.

“We knew we had to have CallCabinet as soon as we met them,” said Christian Stredicke, CEO of Vodia. “Recording calls in a compliant way is difficult enough by itself. Atmos now leads a breakthrough in ease of use, scalability, and security. You can manage recordings through a simple interface and search, sort, or locate any call within seconds. It gives Vodia customers complete peace of mind.”

In the coming weeks, CallCabinet and Vodia will announce its programs for both end customers and resellers. To find out more please contact CallCabinet or Vodia.

CallCabinet Corporation’s compliant call recording solution for Digium’s Asterisk was named “Best in Show” at the recent ITExpo East held in Fort Lauderdale, Florida, USA. The prestigious Best of Show Awards are reserved for products or services that demonstrate raw creativity and technological innovation.

“The products and solutions nominated for the ITEXPO Best in Show Awards are a true reflection of the industry’s most innovative companies. It’s exciting to see what new technological developments the ITEXPO exhibitors have for us each year,” said Rich Tehrani, TMC CEO and conference chairman. “We are pleased to honor CallCabinet for their efforts and creativity in developing advanced, powerful solutions for the business technology marketplace.”

Atmos 2.0 for Asterisk, a cloud-based, multi-tenant, compliant call recording solution, received the award for “Best Service Provider Solution”.

CallCabinet CEO Ryan Kahan explained that the latest update to the Atmos call recording solution ensures that Asterisk users can easily and cost-effectively meet the globally required standards of call recording compliance, security.

Atmos 2.0 takes Asterisk recordings, encrypts and uploads them together with all call-related data to the cloud where they are securely stored. Management of call recordings is easy and intuitive via the Atmos HTML interface.

“Atmos 2.0 for Asterisk delivers an integrated, scalable, multi-tenant call recording solution that provides peace of mind to the thousands of businesses that already take full advantage of the ease of use, flexibility and cost effectiveness of Asterisk-based telephony solutions,” Kahan added.

CallCabinet provides revolutionary recording solutions for all businesses no matter their size or call recording requirements. “CallCabinet is fully committed to ensuring that our technology remains at the cutting edge of market developments. This award acknowledges our efforts,” said Kahan.

The first secure and compliant cloud-based call recording solution has been launched by Call Cabinet™ Corporation, an international leader in the provision of enterprise call recording, agent evaluation and workforce optimization solutions. Based in Boca Raton, FL USA, Call Cabinet™ is a developer of innovative, flexible and cutting-edge cloud and premise-based call recording solutions for both TDM and VoIP environments.Developed using state-of-the art CallCabinet™ call recording technology using the latest web-based technologies, the new CallCabinet™ Atmos solution harnesses the power of the Cloud to enable organizations to comply with the onerous requirements of the growing body of data and consumer protection legislation that’s radically transforming the business landscape around the world.

“For the first time, businesses of all sizes are able to become fully compliant from as little as $49 per month – a fraction of the traditional cost of an industrial-strength, secure and flexible call recording solution,” says Ryan Kahan, CEO, Call Cabinet™ Corporation. CallCabinet™ Atmos delivers complete flexibility, scalability and unlimited storage of all calls and other sensitive data without the need for any additional hardware or installation services. “The major difference between CallCabinet™ Atmos and other call recording solutions is that CallCabinet™ Atmos has been designed from the ground up to enable cloud based architecture, regulatory compliance and integration with numerous switch, PBX and third party providers,” Kahan explains.

The solution supports recording across multiple PBX sites or branch offices with the ability to search, sort and locate calls within seconds. Customer call data is stored redundantly in the cloud across multiple servers and geographical locations.

All recorded calls are 100% compliant and are individually secured and encrypted at source with a rotating encryption methodology that is unique and specific to each individual call.

Call Cabinet partners with PBX manufacturers and resellers to deliver its solutions to end-users.

Historically, call logging may have been considered a luxury. However, as a result of increasing customer demands for higher standards of service and support, coupled with the challenges of corporate liability and regulatory compliance, cost-effective and reliable electronic call recording has become a business necessity.

“Increasingly, companies are harnessing voice logging technology to ensure optimum legal compliance, while also optimising their communications resources and increasing their revenue,” comments Matthew Balcomb, director of Call Cabinet™ SA , a subsidiary of Call Cabinet™ Corporation USA. “In addition, companies who already have call recording systems are re-examining the effectiveness of these systems, as the industry shifts towards efficient call logging systems that are affordable, hassle-free, and all-inclusive, providing turnkey solutions.”.

Balcomb believes that the recently released Call Cabinet™ Version 8 call recording and quality management solution will ensure that companies continue to benefit from the complete reliability and security they have come to expect from the newly rebranded Call Cabinet™ suite.

“With Call Cabinet™, businesses receive best-of-breed call recording solutions, incorporating the latest international best practices. The Call Cabinet™ Suite combines Call Cabinet™ CallTracker and Call Cabinet™ QualityTracker to provide a synergistic all-in-one solution that enhances an organisation’s ability to listen, understand and respond to customers’ needs; ensure service level goals are met and maintained; and increase call centre productivity, quality and effectiveness,” explains Balcomb.

Using state-of-the art Call Cabinet™ call recording technology developed on a Microsoft™ Silverlight™ web based platform, Call Cabinet™ is able to bring you their Enterprise level call recording solution “in a box”, providing enterprise flexibility and functionality. The web-based user interface allows archives of hundreds of thousands of phone calls to be navigated easily, using multiple search criteria, without incurring huge costs or affecting employee productivity. The solution includes benefits such as desktop screen capture, time-based note capture, instant play, agent imaging, call sorting and grouping, as well as Call Cabinet™ Alert – the industry’s first proactive remote site monitoring tool for extreme reliability. Incorporating seamless integrations, adaptability to different environments, recording of analog, digital and VoIP platforms, as well as scalability, the Call Cabinet™ solution is extremely competitive and, most importantly, cost-effective.

Building on this solid offering, Call Cabinet™ Version 8 delivers a number of advanced new features to add immense value to an organisation, boosting company profits and delivering a real return on investment. These include granular security that allows role-based permissions to be set not only for pages (or “modules”) but also for specific parts of the modules; Decision Tree Based Quality Control that changes questions depending on the answers to preceding questions; built-in advanced remote link support to render calls transferred from remote sites; an intuitive user-friendly interface with fewer steps required to execute basic operations; Rapid Interface Load Time for faster loading; advanced archiving capability; automatic database updating for fast and painless incremental updates; easier-to-read visual design; and a widget home page that displays important information at a glance.

Furthermore, highly flexible, fast and user-friendly Advanced Reporting delivers a variety of reporting options and advanced reports, as well as enhanced graphics, providing the ability to modify data representation, and is complemented by enhanced analytics; enhanced export, saving and printing options; usage statistics and integration into V8 decision tree structure. These reporting and analysis tools empower companies with the knowledge and insight to improve agent performance, optimise communications resources and increase revenue.

“Regardless of the size of the company, or whether a company operates a call centre, a back office or a trading floor, or simply require impeccable records of phone transactions with clients and employees, a secure, stable and reliable solution that can be customised to specific business goals is vital. Call Cabinet™ delivers the ability to leverage call recording as a secure and regu¬latory compliant tool to mitigate risk and liability exposure while enhancing call centre effectiveness and agent per¬formance,” concludes Balcomb. “If your business relies on keeping track of customer phone interactions for quality, monitoring or legal purposes, you’ll appreciate the importance of implementing a reliable and feature-rich call recording and quality management solution, and the new Call Cabinet™ V8 ticks all the boxes.”

“This call may be recorded…” This hackneyed phrase will soon be a relic of the past, as existing and new consumer rights, electronic communications and data protection legislation radically transform the business landscape in South Africa.

Many companies are still coming to grips with the onerous consumer protection, recordkeeping and data security requirements entrenched in the Electronic Communications and Transactions (ECT) Act, the Financial Advisory and Intermediary Services (FAIS) Act, the Financial Intelligence Centre Act (FICA) and the Consumer Protection Act (CPA). This year, further compliance requirements will be imposed through the Protection of Personal Information (POPI) Bill and the Payment Card Industry Data Security Standard (PCI DSS), demanding significant changes to communications and IT infrastructure, operations, policies and procedures.

“Among the numerous regulations imposed is the requirement to keep accurate and full records of all transactions and customer interactions, to record and store verbal and written communications in an appropriate format, and also to ensure these records remain easily accessible for inspection – which means retrievable within seven days – and readily reducible to written or printed form,” comments Matthew Balcomb, director of Call Cabinet™ SA, a subsidiary of Call Cabinet™ Corporation USA.

Given the sheer volume of business transactions concluded via call centres today, recording of all telephonic interactions with customers or potential customers is the crucial starting point for mitigating this compliance risk. Beyond that, enabling technologies that allow companies to store the data in an appropriate and secure format, easily access this data, and readily reduce it to written and printable formats, have become a business imperative.

Balcomb notes that a turnkey solution must incorporate a number of crucial features. “Firstly, voice records must be logged for all conversations, demanding the stability of enterprise-level servers for absolute reliability. And, since call recording systems operate in the background and can go down without anyone noticing, remote site monitoring essential, as is proactive 24/7 technical support from a remote system administrator who can get the system back on line if disrupted, without time-consuming site visits.

“Secondly, the data recorded must be securely encrypted, both to comply with the legislative requirements for data security and protection and to provide tamper-proof records that are legally tenderable evidence if required by a court of law. The right solution will also allow different levels of security access for various personnel ensuring, for example, only limited and authorised access to records containing credit card details.

“Thirdly, the records – while stored offsite to ensure prudent risk management and for the mandatory period to ensure legal compliance – must remain easily accessible, allowing personnel to retrieve records quickly using reference data, even years later.”

Balcomb further notes that a turnkey solution must also be cost-effective, easy to install to reduce disruptions, and user-friendly to minimise training requirements, while offering the flexibility to accommodate future growth in call volumes and advances in technology, such as the growing use of Voice over Internet protocol (VoIP). “But, ideally, the right solution should also extend its value proposition to include content management and workforce optimisation solutions, such as agent evaluation and quality monitoring functions, to improve the quality, performance and effectiveness of contact centres. Such a solution not only takes care of the legal compliance issues, but allows companies to optimise communications resources, enhance workplace efficiency and reduce operational costs, thereby increasing customer satisfaction, customer retention and revenue,” comments Balcomb.

In the immediate future, automated call centre messages are more likely to say: ‘Please note that all calls are recorded, securely encrypted and stored for the mandatory period, while remaining easily accessible, which not only ensures compliance with South African consumer protection, recordkeeping and data security legislation, but also enhances our call centre effectiveness and agent per¬formance, to offer you the highest levels of customer service’.

“Such a call centre promise can only be offered by proactive companies who have implemented an effective voice recording and call logging solution as a technological foundation supporting corporate governance and fair practices throughout the organisation, and as an effective tool for improving performance and profitability. This, in a nutshell, is what Call Cabinet™ SA, with our extensive experience in providing affordable enterprise voice recording and call logging solutions, is uniquely positioned to provide to South African companies now faced a transformed regulatory and business landscape. It is a solution that goes beyond mere voice logging compliance, and also allows companies to optimise their communications resources and increase their business revenue,” concludes Balcomb.