Strategic Value for Profit Centers Tracer Call Center Recording and Quality Assurance

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

Strategic Makeup The type of call center defines its goals These goals dictate the critical processes People are selected to align with critical processes Technology is used to enable/improve critical processes or drive meaningful efficiency

Two Primary Types of Centers Profit Center Cost Center A cost center does not contribute revenue, at least not directly, to the company A profit center directly contributes revenue and profits to the company Need drivers by type of call center Drive revenue growth Develop processes to scale with demand Maintain or improve operating margins Verify applicable regulatory compliance Control costs Develop processes to reduce or deflect demand Maintain a defined level of customer satisfaction Critical Processes Compliance Agent training & development Best practices identification Agent training & development Escalation / dispute handling Satisfaction measuring

Value Equation: Profit Center Proactive Training & Development Best practices identification Best practices identification Training & development Compliance Call Scripting Call scripting Very proactive – takes consistent work to develop talent Highest value – builds consistent use of best practices for maximum results Moderately proactive – need to seek them out High value – knowing what drives business results provides control Somewhat reactive – develop once and change when necessary Modest value – consistency is critical, but a call script process is only the beginning It’s reactive – only used when audited Low value – used to meet external standard, not business driver Compliance Reactive Low Impact on Success High Impact on Success

Call Recording in Profit Centers Address critical processes across spectrum At minimum one gains compliance and protection Use as reaction to exceptions to identify best practices Be active and build more effective development processes Active Process Passive Process Only Protection

Recording for Compliance Compliance Requirements FTC Telemarketing Sales Rule FTC Telephone Order Merchandise Rule Various SEC and FINRA regulations Value of Compliance Revenue protection Avoidance of penalties and fees Avoidance of bad press Solution Drivers Reliability Efficiency of data retrieval Security

Efficiency of Data Retrieval Tracer as Solution Reliability Multiple storage options including RAID 1 Complete set of alarms Efficiency of Data Retrieval Powerful search on any call data Instant playback Email recording Security Permissions-based architecture Encrypted media streaming Valid recording authentication Powerful yet simple search Email recording Instant playback

Recording for Best Practices Best Practice Identification Process Reactively monitor agents who produce exceptionally good or bad results Reactively monitor teams producing exceptional results Value of Best Practices Identification Increase revenue by sharing good sales technique Increase revenue by reducing bad practices Control cost by reducing wasteful practices Solution Drivers On demand accessibility Live or historical monitoring Ability to share examples with team

Tracer as Solution Auto monitor by employee Email recording On Demand Access Network access using browser Easy to use search and playback Live or Historical Live monitor over network Auto monitor specific employee Retrieve to playback by employee Sharing Email recording with text notes Bookmark key moments Auto monitor by employee Email recording Bookmark key moments

Recording for Development Personnel Development Process Establish performance standards and metrics for critical processes Systematically evaluate performance Base training, promotions and changes on performance reports Value of Personnel Development Increase revenue through improved performance Control training costs by focusing on those demonstrating ability Control personnel costs by reducing non-performers Solution Drivers Recordings linked to evaluations Reporting on evaluations Graphs for easy analysis

Tracer as Solution Comparisons, trends, agents and teams Linked Evaluations Customized quality evaluations Assign evals to teams and supervisors Self and supervisor evaluations Evaluation Reporting Report by agent Report by team Comparisons, trends, etc. Easy to Read Graphs Bar, line and pie graphs to quickly convey quality data Comparisons, trends, agents and teams Graphs for quick interpretation Customized evaluations Evaluations linked to recordings

Tracer: A Complete Solution As a solution, Tracer can address all levels of the value equation in a profit center Compliance and protection through reliable recording, efficient retrieval and authenticity verification Best practices identification through reactive monitoring of live calls and recordings along with email sharing Personnel development through consistent processes using custom evaluation forms, reports and graphs

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