The Right Choice for Call Recording Strategic Value for Call Centers Tracer Call Center Recording and Quality Assurance

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

The Right Choice for Call Recording 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

The Right Choice for Call Recording Two Primary Types of Centers

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

The Right Choice for Call Recording Call Recording in Profit Centers Address critical processes across spectrum 1. At minimum one gains compliance and protection 2. Use as reaction to exceptions to identify best practices 3. Be active and build more effective development processes Active Process Passive Process Only Protection

The Right Choice for Call Recording 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

The Right Choice for Call Recording Tracer as Solution Multiple storage options including RAID 1 Complete set of alarms Powerful search on any call data Instant playback Outlook-style organizational structure Share via encrypted media streaming or recording as.WAV file Reliability Efficiency of Data Retrieval Permissions-based architecture Encrypted media streaming Valid recording authentication Security Powerful yet simple search Instant playback Share recording, just a segment or entire call Intuitive folder hierarchy for easy organization and retrieval

The Right Choice for Call Recording 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

The Right Choice for Call Recording Tracer as Solution Easily access calls via OAISYS client Simple, efficient search and playback Live monitor over network Auto monitor specific employee Retrieve to playback by employee On Demand Access Live or Historical Share voice document with annotations or as a.WAV file Highlight key moments and share specific segments of calls Sharing Auto monitor by employeeAdd text-based annotationsHighlight key moments

The Right Choice for Call Recording 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

The Right Choice for Call Recording Tracer as Solution Customized quality evaluations Assign evals to teams and supervisors Self and supervisor evaluations Report by agent Report by team Comparisons, trends, etc. Linked Evaluations Evaluation Reporting Bar, line and pie graphs to quickly convey quality data Easy to Read Graphs Easily customized evaluationsGenerate reports based on comparisons, trends, agents and teams

The Right Choice for Call Recording 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 sharing Personnel development through consistent processes using custom evaluation forms, reports and graphs

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