Ahead of this year's holiday season, consumers charged more to their credit cards for second straight month. Robust holiday spending is driving the speculation that U.S. consumers are shifting their use of credit and debit toward credit. Early spending patterns do suggest that total credit card spending is increasing, as it has all year. Worldwide, consumers carry more than 1 billion Visa cards alone. More than 450 million of those cards are in the United States. The number of U.S. identity fraud victims rose 12 percent to 11.1 million adults last year. Credit and debit card fraud is the No. 1 fear of Americans in the midst of the global financial crisis. Concern about fraud supersedes that of terrorism, computer and health viruses and personal safety – one in ten Americans have already been victims of credit card fraud. Software.net found that as many as 40% of its transactions were fraudulent. Expedia.com lost $6 million due to fraudulent credit card purchases.

During the holidays and throughout the year, contact centers that engage in catalog sales, up-selling and/or cross-selling, service providers, and collection companies that take payments in the form of credit or debit cards can become unsuspecting targets of cyber criminals. The card information is typically entered by agents into a CRM or other sales automation software and may be recorded by voice and screen recorders. And there it resides - thousands and even millions of card records inviting remote criminals or even greedy employees to extract consumer card data for personal gain or sell into a sophisticated secondary market.

The payment card industry (PCI) established a Council to define technical standards aimed at minimizing the risk of cyber crime to the misuse of credit cards. The Council subsequently issued a Data Security Standard (PCI DSS) which details security requirements for members, merchants and service providers that store, process or transmit cardholder data. Contact centers and other organizations that accept credit card payments are generally prohibited from archiving sensitive information such as account numbers and security codes after payment authorization has been received. Compliance to PCI-DSS is now mandatory for all non-credit card 'issuing' organizations dealing with credit, debit and ATM cards, as defined by the PCI Security Standards Council - size of an organization and its annual sales are no longer a factor for exceptions. While being compliant to PCI DSS - an already daunting task - is the first part, it it also required that you prove your organization's compliance to PCI-DSS. This PCI Audit is performed either with a set of questionnaires or by a Qualified Security Assessor, external to the organization.

On October 28, 2010, the Payment Card Industry Standards Council made a major update to the PCI Data Security Standard to clarify it. PCI DSS version 2.0 went effective on January 1, 2011. In PCI DSS version 2.0, the PCI DSS standards were clarified to require that no sensitive credit card information be stored within recorded calls, even if those calls are encrypted. The standards committee made the change because of the availability of sophisticated malware that could penetrate encryption algorithms. Organizations that do not take action by December 31, 2011 to ensure compliance with these new PCI call recording requirements could face costly fines. 

Achieving PCI DSS Compliance

To help organizations ensure compliance and avoid costly fines, VPI has developed an effective, affordable solution. The VPI CAPTURE PCI call recording system has the ability to detect when an agent enters an application screen with sensitive information, when sensitive information is inputted, and when they leave a screen containing sensitive information.  The VPI telephone voice recording system then has the ability to promptly mute sections of recorded audio and mask screen video during this sensitive portion of the call.


To further secure sensitive information, the VPI CAPTURE PCI DSS call recording system help you:

• Secure File and Data Transport and Storage Encryption – VPI uses built-in end-to-end data encryption and key management to secure the SQL database that holds attributes of all recordings. The media manager provides for AES 128, 192, 256 or variable bit encryption/decryption when files are stored and accessed from the media manager.
•  Ensure Authenticity with File Watermarking - Every call within the VPI system is wartermarked in real time to ensure authenticity. VPI offers a powerful application to validate the authenticity of any WAV file.
• Monitor User Activity with Detailed Audit Log Reporting – VPI records all user activity within the system so that organizations can conduct full trace audits to determine who accessed any recording in the system and when - for playback, export, or any other critical events.

The holidays are right around the corner and that means everyone’s favorite day to shop, Black Friday, is too! The National Retail Federation recently released its estimates for the holiday shopping season and its expecting an increase this year with total spending reaching $465 billion.  Is your call center workforce management team and help desk support center ready to handle the increased call, email and Web chat volume?
 
CRM Analyst Lauren Carlson’s article, “Four Tips to Make Your Holiday Help Desk Shine,” outlines four quick fixes that will boost your call center workforce optimization and get your help desk and support center fully ready for the high-volume holidays. Here are the helpful, holiday tips:
 
1) Create a holiday-specific FAQ list.
2) Cross-train your staff.
3) Communicate unavailability ahead of time.
4) Develop a plan of agent support.
 
Click here to read the full article, “Four Tips to Make Your Holiday Help Desk Shine.”

Lately it’s been tough to find much positive news about business and the economy. However, the latest report from the National Association of Call Centers (NACC) shows a very positive outlook for the contact center industry. The benchmarking report shows that the contact center industry has rebounded from the recession and has been steadily growing over the past couple of years. In fact, 95% of the respondents felt that economic and business conditions in 2011 will be the same or even better than they were in 2010. Download the North American Contact Center Industry 2011 Mid-Year Update and Forecast research report now to learn more about how our industry has weathered the tough times and come out smarter, stronger and prepared for the future.

In this report you’ll learn what the NACC sees as some of the contributing factors to the industry's resilience, including:

• Advances in Workforce Optimization technology, including quality monitoring, performance management, E-learning and workforce management.
• Growing interest in Social Media
• High interest in Desktop Analytics solutions
• How First Call Resolution is being tracked
• Key Unified Communications trends
• Contact Center Hiring patterns and trends

Think contact center analytics may improve your operations and customer experience?

The latest research indicates it can – and will.  

Today’s toughening business landscape dictates that contact centers revamp their goals, processes and performance measures to improve the profitability of customer interactions.  This requires strong leadership and a clear view of the path to progress.  Both can be profoundly supported by contact center analytics technology that captures performance data and generates the metrics needed to drive improvement.

This major research on Contact Center Analytics, the latest from leading business technology research firm Ventana Research, analyzed input from hundreds of organizations around the world to assess the maturity and direction of their efforts. Ventana Research undertook this benchmark research to acquire real-world information about maturity, trends and best practices in how contact centers use analytics. It explores how they do this now, how their people feel about the current processes and tools, plans they have to change or improve them, and benefits they hope to gain by doing so.

"Organizations are advancing in their ability to apply analytics to improve both the operations of the contact center and its contributions to the organization's performance, but there is substantial room for improvement," said Richard Snow, VP of Ventana Research and head of its Customer and Contact Center Research practice. "This benchmark research shows that companies can still do more to improve the way they provide efficiency metrics and that most have yet to devise effectiveness metrics. It indicates that a narrow focus on cost is obstructing improvement in customer service and the customer experience. Moreover, the research makes clear that the timeliness of both metrics and the underlying data is increasingly an issue for companies."

Download your complimentary copy of the Contact Center Analytics Benchmark Research executive summary to learn about:

• Today's most commonly measured contact center metrics.
• How leading contact centers are using contact center analytics today.
• 15 strategic recommendations and best practices for use of contact center analytics.
• How contact center executives, managers and front-line employees feel about their current processes and tools, the plans they have to change or improve them and expected benefits.

In an already competitive and crowded marketplace, organizations today are continuously seeking ways to lower operating costs and increase revenues. The landscape has changed dramatically in the past decade. Organizations  are closely scrutinized by regulators and consumers who have high expectations from outsourced partners and 3^rd party vendors. In the wake of  the global financial crisis that has negatively impacted some of the world’s leading economies, organizations are starting to revisit their strategy, in terms of outsourcing contact center contracts, and demanding more than just cost savings. This mindset is now creating concerns among outsourcers and 3^rd party vendors, who can no longer attract and maintain their customer base just on the basis of their ability to provide a cost savings advantage.

The role of the contact center has undergone a dramatic shift from that of a cost center to that of a profit and value center. In light of this new pressure to provide greater value, outsourcers are now responding to their clients’ raised expectations by implementing increasingly complex solutions.   Despite the proliferation of e-commerce and digital technology, one fundamental principle remains consistent: Outsourcers are key strategic partners for organizations to deliver value by focusing their operations on attracting, fulfilling and retaining high value and loyal customers. As a result, the fragile relationship in which the outsourced operation manages its entire resources is critical to the client and their customer base. Outsourcers are beginning to recognize the positive correlation between customer experience, employee engagement and increased revenues, even in a stagnant condition within the economy.

Today's unpredictable, volatile and increasingly competitive economic climate continues to add to the pressure to decrease costs and increase revenues while simultaneously delivering higher than normal levels of customer service. Following are five ways for outsourcers to reduce contact center operational costs while at the same time “delighting” clients with superior levels of service. Think of each recommendation as an idea worthy of consideration and capable of standing on its own merit, yet part of an overall strategy addressing the optimal performance of the contact center.

1) Make agent attrition rates a KPI – The management of retention in an outsourced contact center has the most significant impact on payroll costs and profitability. While HR may be generally involved with the recruitment, selection and hiring of staff, the key driver in agent satisfaction lies in the knowledge and capability of their line managers. High performing outsourced operations invest in the training and development of their team leaders and supervisors to ensure that they have the necessary tools and resources to support agents. As a result, high performing outsourced contact centers build scorecards and other intervention tools to ensure that the overall strategic goals of the contact center are met.

2) Ensure that you're measuring the metrics that really matter – It is crucial to select meaningful and effective metrics necessary to enhance performance that lead to customer satisfaction. It is important to maintain the discipline of reviewing these metrics using a rigorous methodology that is adopted across all levels of the contact center and links desired behaviors necessary to meet organizational objectives. A sample list of metrics for outsourced operations should be reviewed as business needs change and fluctuate. Typically high performing providers link their operational objectives to their clients and review these over Business Review Meetings and Quarterly Reviews for alignment.

3) Eliminate guess work by implementing real-time reports, tickers and scorecards – Outsourced operations that implement rigorous, regular performance scorecards and analysis consistently outperform mediocre centers due to their speed and reaction time advantage. Weekly or daily historical reporting in a dynamic, ever-changing environment is neither effective nor efficient for the purpose of determining the tactics needed to address a particular situation where calls spike unexpectedly. If managers receive real-time reports on the performance of their operations by agent group or skill, they are able to rapidly make strategic decisions without impacting service levels. Often, these tactics are overlooked and end up costing contact centers more money than they had forecasted. Avoid red flags and those repeated frantic calls from clients by being proactive to daily operational issues with real-time information and data.

4) Tighten the span of control between Managers and Agents – Numerous surveys and a great deal of research point to the fact that, due to costs, outsourced operations are guilty of having an unusually high number of agents relative to the line managers. One of the reasons that agents quit is the level of contact or the lack of coaching or leadership they receive from their line manager.. Typically for optimal performance the span of control should be between 1:10 or 1:15 to generate the desired results within a contact center.

5) Automate e-Learning, coaching and virtual classroom training – The emergence of the internet and the proliferation of innovative electronic learning and coaching courses have enabled high performance outsourced centers to bring training to the agent desktop during low call volume moments.  Team leaders and supervisors can also use quiet time to enroll in critical mandatory modules for compliance and product or process knowledge. This can create enormous opportunities for contact center training teams to focus and deliver other mission-critical courses and modules that require classroom training during those scarce resource hours. The combination of these methods will drive down costs while at the same time increase proficiency of agents while building a training team that is highly effective.

When implemented properly, each of these ideas offers the potential to deliver anywhere from a small benefit in a short period of time to much larger benefits over a period of a year. While any one idea may provide some short-term savings, the effort to optimize the performance of the contact center is best undertaken within the context of a continuous improvement program with regular reviews of all the components of the solution prescribed for the contact center.

Credit unions and community banks are increasingly coping with federal and local legislation, interest rate hikes and volatility in capital markets, all of which entails placing greater emphasis on local and regional customer retention, quality assurance, internal controls, as well as more careful compliance and risk management. Although these smaller banks share many common challenges with large contact centers, they have unique needs that can be addressed using today’s modular, highly customizable call quality monitoring and workforce optimization solutions.

Small- to mid-sized financial services contact centers face a number of operational challenges relatively unknown to the larger contact center. With limited resources and shrinking budgets, a Branch or Regional Manager for smaller contact center needs to carefully keep an eye out for inefficient practices to find opportunities for cost reduction. He or she needs to carefully plan capital expenditures, and training investments, while keeping up with significant hardware and software investments within their broader organization.

Traditionally, customer service and help desk environments are known as high-turnover environments. This is rather typical for smaller financial services contact centers as well, where employees tend to consider helpdesk positions to be transient or temporary. To anticipate and reduce the impact of this phenomenon, it is best in the early days of their careers to give agents some time off the phone for cross-training and multi-skilling to respond to email or perform other administrative duties while they are mastering the skills to becoming expert contact center professionals.

Another necessity is ongoing training to keep them engaged, alert and empowered to resolve customer issues quickly, while they answer phone calls during their careers. In fact, with today’s tightly integrated quality monitoring and coaching software tools, skill development can be highly personalized according to the needs and objectives of each agent and simultaneously targeted directly at business goals of the contact center as well as the broader home organization. Gartner predicts that staffing will account for up to 80% of contact center budgets in the new world of customer interaction. The need for such a substantial investment just cannot be left to a chance. Yet, it is often an area that is overlooked and not really routinely reviewed by managers.

Regardless of size, every contact center must provide excellent customer service, reduce costs and maintain a healthy profit margin to thrive in the new economic model. By adopting advanced technologies for monitoring quality and optimizing customer-service and contact centers — including analytics-driven call center quality assurance systems that help identify and automate routine contact-center and customer-service tasks — mortgage companies and credit unions can dramatically affect their performance and profitability.

By now, most successful contact centers have already adopted at least baseline grade digital call recording and quality monitoring solutions. They are the fundamental building blocks for any type of workforce optimization solution, but they are just a start that may be due for review and re-evaluation, especially if they come from early generations of quality monitoring that couldn’t see beyond the horizon of individual agent compliance with (possibly outdated) internal rules and policies. These older technologies did not really have a good way of connecting standards for customer/agent interactions with evolving business objectives of the bank, let alone being able to incorporate voice of the customer into any part of the quality management process. The good news is that the call center quality assurance technologies evolved to the point where contact centers can focus the entire process onto what really matters and what can make the biggest impact on business performance, without losing any objectivity in assessing agent performance. In fact, evaluating agents based on their quantifiable contributions to the contact center’s business success supports their drive to do well, succeed in their jobs and avoid defection.

The proverbial “needle in a haystack” is now rather easy to find – with the implementation of advanced desktop screen analytics, supervisors can easily identify and evaluate the calls that resulted in a customer cancelling their account and taking their business elsewhere. Or the calls where agents attempted an upsale successfully or unsuccessfully, or where they saved a customer by resolving their issue during the first call – even without unnecessary concessions. Instead of wasting time and adding costs with reviewing completely random selection of low-value calls, why not concentrate on evaluating those calls that provide insights into the bank’s business practices every time, so that something could be done about it before opportunities are missed or lost forever?

Real-time performance management and automated E-Learning tools are the latest additions to the workforce optimization family of solutions that can be closely tied into quality management processes, to provide options for action mechanism whenever a manager needs to be notified or agent supported by just-in-time help.

The decision to choose one solution instead of another depends on a company’s needs, goals and circumstances, but with modular workforce optimization software suites, there is a sensible, financially sound path for every budget and objective.

The beauty of a completely integrated suite of workforce optimization applications is interoperability. Each individual solution has valuable capabilities, but multiple solutions can work symbiotically to provide even greater results. Beyond the immediate improvement of contact center performance involving operating costs, workforce optimization solutions allow for quick decision making which in turn helps resolve issues for customers. Easy access to call recordings can help contact centers give better customer service. Call records can be used to settle disputes quickly and with minimum inconvenience.

Recorded calls provide excellent material for training purposes – real-life examples of good and bad agent-customer interactions. This helps the manager effectively intervene when agents are underperforming. The latest-generation solutions have the capability to automatically select and assign coaching and training through courses, tips, quizzes, training flashes, pre-shift announcements and bulletins according to individual agent needs, identified through quality evaluations or simply by monitoring their performance metrics. This tool allows you to set rules that send targeted coaching and training to individual agents or groups when they reach predetermined thresholds based on their performance scores, customer survey results and more. By targeting the right training to the right person at the right time, your agents will be empowered with personalized guidance that will make it easier for them to offer improved service, thus heightening customer satisfaction and ultimately increasing both, agent productivity and satisfaction with the job. Managers can track sales and address marketing and service challenges quickly.

Integrated workforce optimization systems can accomplish this in a cost-effective manner while decreasing expenses, increasing revenues and enhancing customer loyalty and satisfaction – all of which can lead to strengthened market position, customer loyalty and long-term bottom-line growth.

The contact center business can be a tricky one when it comes to motivating and praising agents. It’s a sentiment that was widely recognized and shared at the 2010 Quality Assurance and Training Connection (QATC) Annual Conference in Nashville, Tennessee. I had the pleasure of attending and sponsoring this exceptional 3-day, information-packed event where we exchanged ideas and shared best practices with over 150 Call Center Quality Assurance and Training professionals.

One of the liveliest discussions we had was around the concept of a Call Center Quality Assurance Olympics as a creative way to maximize the value of quality monitoring technologies and processes. It got me thinking that there are some really creative, innovative ways to get call center staff involved and interested in what each of them are doing.

So, here are a few ideas for you to use if you want to put together your own Call Center Quality Assurance Olympics.

1. Create a set of categories into which agents, QA analysts and supervisors can enter their best recorded interactions. Categories may include Best Turnaround Call (i.e. customer was retained), Most Successful Sales Call, Most “Over-and-above” Expectations Call, Funniest Call

2. Have them enter their recordings into a category in the competition via email with their name and a brief synopsis of why they should win.

3. Offer unique prizes to really get their juices flowing. Ideas include one extra paid vacation day, dinner for two at a local restaurant, or movie or concert tickets.

4. Share winning recordings and give out prizes at a group Call Center Quality Assurance Olympics lunch catered by the company.

After the Olympics is finished, there is still more you can do with the greatness that has been uncovered. Setting up a “Model Call Library” with example of best-practice interactions can help with hiring, training and retention.

Hiring – By sharing these interactions with potential employees during the interview process, you’re giving them an inside look at the caliber of work your organization delivers and setting an expectation with the individual.

Training – Drawing from the Model Call Library during training is a great way to show employees examples of what you want them to be doing - - the recordings provide great illustration of things they should be  aware of when they review their own interactions. With the Web-based QA tools available today, it is easy to empower agents to access their own recorded calls, see feedback on their handling of the call, review quality ratings and comments, add their own feedback, and apply what they learn to future interactions.

Motivation and Retention - Employees that have an excellent call worthy of the Model Call Library should be recognized among their team peers or the entire contact center. Public praise in this regard goes a long way in motivating and retaining great employees. It also encourages healthy competition among other employees to achieve praiseworthy results.

How do you motivate your agents to share their best practices?

Ready to upgrade your contact center? Looking to implement new TDM and VoIP Call recording, call center quality assurance, call center performance management, or call center coaching solutions or replace some of your existing applications?

If so, it's now time to zero-in on the most appropriate call center optimization technology and ask management for the money. This must-read resource guide is crucial for any contact center professional looking to take their organization to the next level.

Use the promo code LINKEDIN to download your complimentary resource guide at http://www.VPI-corp.com/ROI-Guide authored by prestigious industry analyst Dick Bucci from The PELORUS Group, to learn about the key components for developing a compelling and convincing business case for your successfully obtaining your contact center investment funds, including:

• The importance of building both business and ROI cases
• How to prepare your funding request
• The many financial benefits of call logging software, call center quality assurance, call center performance management, contact center analytics, call center coaching solutions
• How to prepare your ROI analysis, and much more!

Public safety emergency communications have never been on the threshold of greater change than they are today. Navigating in a complex world of tracking, digital call recording, quality assurance call monitoring, and training on interactions in today’s increasingly complex communication centers requires much more insight than ever before. This ground-breaking guide discusses the areas that public safety organizations need to focus upon in preparation for the many changes and challenges that lie ahead.

Use the promo code VPIBLOG to download your complimentary public safety communications recording and QA resource guide authored by analyst Dick Bucci from The PELORUS GROUP, to learn about:

• Successfully managing unified radio and telephone call recording in increasingly complex environments with any combination of digital, analog, and IP phones, conventional and trunked radio, and CAD systems used at multiple sites
• Achieving automated and expanded data collection for faster search and complete incident recreation
• The importance of being able to remotely access, retrieve and share interactions from your communications recording call logger in a multi-site environment with utmost security and ease
• Which calls and how many to monitor for quality in order to identify areas for training and call center coaching
• How to construct quality assurance call monitoring rating forms and perform evaluations
• How to effectively implement electronic training solutions to boost productivity and retention

Can your current voice logging system handle NG9-1-1 communications? How effective is your dispatcher quality assurance call monitoring program?

Public safety emergency communications have never been on the threshold of greater change than they are today. PSAPs, both large and small, are now preparing for Next Generation 9-1-1 to keep up with the rapidly evolving world of mobile, multimedia and IP communications. This ground-breaking resource guide discusses what you need to look for in a new call logger and quality assurance system to meet the challenges arising from Next Generation 9-1-1.

Use the promo code VPIBLOG to download your complimentary resource guide, authored by analyst Dick Bucci from The PELORUS GROUP and sponsored by VPI, to learn:

• The goals and benefits of NG9-1-1 and how to ensure a smooth transition.

• The implications for public safety voice logging recorders - learn why the majority of voice call recording systems installed today cannot be cost-effectively scaled or modified to support NG9-1-1.

• What to look for in new call recorder software to effectively meet NG9-1-1 requirements for IP communications support, open architecture, flexibility and scalability.

• How a well-designed quality assurance program can help you monitor and improve the effectiveness of your NG9-1-1 program roll-out initiatives.

Get your complimentary copy of the resource guide "Next Generation 9-1-1 Communications Recording and Quality Assurance" today.

VPI, the premier global provider of contact center recording and analytics, quality assurance call monitoring and workforce optimization software solutions for enterprises, trading floors, government agencies, and emergency service providers, announced today that VPI EMPOWER has received a 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

"I am pleased to honor VPI for its hard work and success. VPI has displayed true innovation and excellence in the development of its VPI EMPOWER suite of analytics-enhanced contact center recording, call center quality assurance and workforce optimization solutions, and is dedicated to improving the contact center experience as well as the ROI for companies that use them," said Rich Tehrani, CEO, TMC.

VPI EMPOWER is a powerful, modular suite of Web-based contact center recording software and contact center optimization solutions, comprised of applications for multimedia communications recording and contact center analytics, quality evaluation, electronic learning and call center coaching, and real-time call center performance management. VPI EMPOWER marks a radical departure from the conventional solutions currently available to contact centers. Built upon the foundation of VPI’s long-established, proven technologies, VPI EMPOWER leverages VPI Fact Finder™, a ground-breaking desktop screen analytics technology that automatically detects events and data directly from application screens being used by employees and tags them to appropriate points within recorded interactions. This enables automated classification and more meaningful, targeted quality assurance call monitoring focused on key business issues, such as customer churn, first contact resolution, missed up-sell opportunities, product issues, long hold and handle times, multiple transfers or escalations, and much more. VPI EMPOWER contact center workforce optimization software delivers a significant advantage in just weeks, with an easy-to-use product that requires minimal training.

"We are deeply gratified that VPI EMPOWER has been honored as Product of the Year for Exceptional Innovation by TMC’s Customer Interaction Solutions Magazine," said Patrick Botz, vice president of solutions marketing at VPI. "This prestigious award is a testament to VPI’s commitment to providing innovative, world-class digital and VoIP call recording, call center quality assurance, call center reporting and call center coaching solutions that enable organizations to rapidly and affordably maximize the potential and profitability of their customer contact center operations.
 

Do you record or plan to record your calls and/or desktop screen activity? Do your employees discuss sensitive information over the phone? If so, there are serious telephone call recording laws and phone call recording regulations that you need to be aware of. To avoid costly violations and ensure customer credibility, you need to become familiar with the new and evolving digital call recording laws, voice call recording regulations, and industry standards that most profoundly impact organizations today. You should make a point of learning what you can do to avoid violating these call recording laws, and where to go when you need help. The information in this article on telephone call recording laws and regulations is not intended as legal advice. Always check with your legal counsel to learn more about how voice logging regulations can affect you and your organization. Let’s discuss some of the most common telephone call recording laws and phone call recording regulations impacting organizations today.

Payment Card Industry Data Security Standard (PCI-DSS)

Established by American Express, Discovery Financial Services, MasterCard Worldwide, Visa International and JCB, PCI-DSS regulations are intended for organizations that accept credit cards and record those interactions with call recording equipment. The regulations forbid the insecure storage of unencrypted credit card numbers, PIN numbers, and other personal information in databases and digital call recording software systems. Digital call recording software systems should be able to identify, encrypt and restrict access to sensitive customer information from unauthorized users. According to the PELORUS Group, a leading independent market research and consultancy company in the financial services and telecommunications industries:

1.     Contact centers can easily become unsuspecting violators (of PCI-DSS compliance regulations) because of the practice of recording private customer information in data and voice call recording software systems.

2.     Unless agents are specifically authorized to see this information, their unrestricted access is a violation of PCI-DSS.

3.     You can avoid potential violations by investing in telephone recorder software that blocks or encrypts recordings that contain card numbers.

Health Insurance Portability and Protection Act (HIPPA)

The HIPAA Privacy Rule protects the privacy of individually identifiable health information. With regard to call recording laws and call recording regulations, it’s imperative that organizations have the ability to identify, restrict access to and encrypt specific interactions containing sensitive information from unauthorized users.

Fair Debt Collections Practices Act (FDCPA)

Designed to eliminate abusive, deceptive, and unfair debt collection practices, the FDCPA mandates that collectors must identify themselves, including the name of their firm, and explain that the purpose of the call is to collect a debt. With regard to telephone call recording laws and regulations, all interactions must be day and time stamped, and all calls recorded in order to assess employee compliance.

Telemarketing Sales Rule

The Telemarketing Sales Rule prohibits sellers and telemarketers from making false or misleading statements. The Federal Communications Commission may assess a fine of up to $11,000 per violation. Seven pieces of information must be provided by the employee during the call - such as identity of the seller, the nature of the goods or services offered for sale, the full cost of all offers, etc.

Learn more about call recording laws and call recording regulations and how to avoid costly fines and legal fees with latest in analytics-driven phone call recording software – download your complimentary copy of the white paper “Call Recording Laws, Regulations and Best Practices for Ensuring Compliance,“ authored by renowned analyst Dick Bucci from The PELORUS Group at http://www.VPI-corp.com/Call-Recording-Laws

VoIP call recording software has finally come of age, offering the same advanced level of functionality and reliability as traditional recording systems. Organizations across the globe have recognized the tremendous benefits of VoIP communications and IP call recording software. New IP Communications platforms allow organizations to flatten, consolidate and extend their communications architecture. VoIP communications are also enabling a trend toward smaller, distributed contact centers.

The Significant Benefits of VoIP Communications
Reduced operational costs are often one of the major drivers for investing in VoIP communications and VoIP call recording software. In a recent survey conducted by IDC – a global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets – 63.4 percent of business respondents reported the need to cut costs as the primary reason for upgrading to a VoIP service. Overall, IDC estimates that a VoIP system can reduce telephony-related expenses by 30 percent. In a traditional TDM environment, moving and adding telephone lines can be expensive. For example, the average employee moves desks once per year and the cost to move a traditional phone is $75.14 per change, and changes can take days to complete. Whereas, in a VoIP telephony world, moves, adds and changes can often be performed via a single Web-based software interface.

Enhanced disaster recovery is also a significant benefit to VoIP communications and new VoIP recording software systems. Prior to the advent of VoIP communications and IP recording software, the ability to re-route communications during a natural disaster had been achieved via the services of multinational corporations with the budget to build alternative circuits to reroute their traffic. However, the flexibility built into IP-based voice communications has given small businesses access to the same disaster response capabilities as large corporations.

Today’s more advanced IP recording software systems also have tremendous benefits versus traditional recording systems. If planned and implemented properly, centralized voice call recording can remove the need to implement recording capabilities at remote sites and provides for more efficient use of IP call recording resources.

VoIP Call Recording Software - What You Need to Know
There are several things to consider when implementing a new VoIP call recording software system. Voice call recording systems should use open standards and protocols and be able to adapt to evolving needs in order to interoperate with future technologies without replacement. Proprietary, hardware-based call recording systems are becoming a thing of the past.

Organizations are embracing the many benefits and capabilities offered by new VoIP communications platforms. However, all too often, the ability of their VoIP call recording software system to fully leverage those capabilities is somewhat lacking. Some voice call recording software systems can only record audio in very specific environments and have great difficulty capturing all of the important call information or metadata necessary to easily search for and find important calls. Some IP call recording software systems simply hit a wall and cannot record IP telephone, radio and multimedia communications in certain environments. It’s crucial to implement an advanced VoIP recording software system that can adapt and evolve as needs and technologies change, as well as extensive functionality to fully maximize the capabilities of the latest VoIP platforms.

To learn more about the latest developments and advancements in VoIP call recording software, visit http://www.vpi-corp.com/Call-Recorder.asp

Call center quality assurance software is now a fundamental technology in virtually every competitive call center environment. As the economy begins to recover, 2010 is expected to be another tough year for enterprises, with contact center managers asked once again to reduce their operating expenses while improving the customer experience and satisfaction scores. They will be expected to achieve this goal with limited resources and without incurring any additional costs. This is why the use of an automated call monitoring system has become so crucial for organizations of all types and sizes. To deliver on these key enterprise goals, contact center managers need to improve agent productivity without making major technology investments. The call center quality assurance software solutions that most contact centers already have can play an important role in helping managers meet their corporate objectives.

Screen Analytics – An Inexpensive and Invaluable Adjunct to the Quality Assurance Call Monitoring Process

Call center quality assurance software solutions improve call quality and productivity by identifying the impediments that prevent agents from delivering an outstanding customer experience. The issues may be training-related, operational, procedural or systems-oriented, but most, if not all, can be resolved once they are identified. However, since traditional quality assurance is based on a random sampling of a small percentage of calls received by the department, important trends and improvement opportunities are often missed. In the past, contact center managers had little to no visibility into the performance of their desktop servicing solutions. They could see how each agent used their systems to address each call, but could not identify trends for the entire department, which is now possible with screen analytics.

Screen analytics software is a relatively inexpensive and easy-to-implement solution that can dramatically improve the effectiveness of the call center quality assurance process by helping identify the calls or back-office transactions that will most benefit from management attention. Screen analytics extends the benefits of the mission-critical quality assurance call monitoring process while providing timely insights that can be of use to the entire organization. Enterprise and contact center managers who want to rapidly and cost effectively identify insights into customer needs and agent performance issues should seriously consider screen analytics.

Benefits of Desktop Screen Analytics

With regard to call center quality assurance and workforce optimization, desktop screen contact center analytics solutions offer many significant benefits. The solution empowers managers to intervene in a timely manner – altering outcomes and changing contact centers from reactive organizations to proactive, engaged advocates. Screen analytics can help improve the customer experience, increase First Call Resolution, and reduce transfers, holds and call backs. In addition to boosting the effectiveness of call center quality assurance processes, screen analytics can improve agent productivity, decrease the cost of service, identify call center coaching needs, and improve agent satisfaction. Furthermore, desktop screen contact center analytics can play a major role in increasing revenue and profitability, reducing risk by rapidly identifying inappropriate agent behaviors and performance, highlighting broken business processes, identifying “at-risk” customers while there is still an opportunity to retain them, and improving the customer experience.

Authored by leading industry analyst Donna Fluss of DMG Consulting, “Accelerating Call Center Quality Assurance and Performance Optimization with Screen Analytics” is a must-read whitepaper that offers valuable insights and advice that can help your organization survive and thrive in the year ahead. To learn more about the value of workforce optimization software enhanced by screen analytics, download your complimentary copy of the white paper at http://www.VPI-corp.com/Screen-Analytics.  

To learn more about VPI’s screen analytics-enhanced call monitoring system, visit: http://www.VPI-corp.com/Call-Center-Recording.asp