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

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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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
recording
Security
Permissions-based architecture
Encrypted media streaming
Valid recording authentication
Powerful yet simple search
recording
Instant playback

9. 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

10. 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
recording with text notes
Bookmark key moments
Auto monitor by employee
recording
Bookmark key moments

11. 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

12. 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

13. 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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