A Quality Monitoring systems as the basis for a systematic qualification of agent and in order to monitor the call quality will become Status Quo - whether in Inhouse Call Centers or with external Call Center Services Providers. However, the collected metadata from the ACD (ANI, DNI, skill, length, agent name etc.) will not be enough to find the "right" call or the "decisive" moment when selectively recording.
"Manufacturers often recommend using speech and interaction analytics. However there is a data protection concern if it isn't possible to technically ensure complete anonymization of the recorded calls", warns Peter Gissmann, Managing Partner at almato.
From a legal perspective, the use of Real Time Interaction Management (RTIM®) is better suited to comply with the laws. With RTIM, recordings are enriched with data from the call centers systems. That way specific calls can be identified, for example the ones that deal with questions about a certain product or calls, during which an agent was able to persuade a customer willing to cancel the service to instead continue with it.
"These kinds of enriched recordings are the perfect basis for specific coachings and help companies to increase their sales and quality", says Peter Gissmann.
During the CCW 2014, almato will present their product portfolio as well as practical examples for enriching recordings. The combination of RTIM and Quality Monitoring offers further opportunities. "More and more of our customers face the challenge to exclude sensitive customer information from the speech and screen recordings. With RTIM we can regulate the recording based on events during the interactiom. For example, if a field is opened in which the agent will input credit card information, RTIM will recognize that and stop the recording. Thanks to the front end integration of this software, our customers can combine PCI compliance and successfull Quality Monitoring – without the time and cost intesive development and maintenance of individual software interfaces.", Gissmann concludes.