Strategic Value for Profit Centers

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Strategic Value for Profit Centers

• Tracer Call Center Recording and Quality Assurance

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Call Center Definition

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

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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

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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

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Value Equation Profit Center
Proactive
Training Development
Best practices identification
Call Scripting
Best practices identification
Training development
Compliance
Call scripting

• Its reactive only used when audited
• Low value used to meet external standard, not
  business driver

• Somewhat reactive develop once and change when
  necessary
• Modest value consistency is critical, but a
  call script process is only the beginning

• Moderately proactive need to seek them out
• High value knowing what drives business results
  provides control

• Very proactive takes consistent work to develop
  talent
• Highest value builds consistent use of best
  practices for maximum results

Compliance
Reactive
Low Impact on Success
High Impact on Success
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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

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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

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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
Instant playback
Email recording
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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

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Tracer as Solution
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

Email recording
Bookmark key moments
Auto monitor by employee
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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

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Tracer as Solution
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
Evaluations linked to recordings
Customized evaluations
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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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