Partnering with ITWeb, Ninzi Connect Software conducted an online Interaction Recording survey which ran online for two weeks between August and September this year to establish the interaction between recording strategies and plans within South African organisations.
One of the survey's findings is that an overwhelming majority of respondents (75%) indicated their organisation runs a contact centre on their premises. Only 9% said they run a virtual contact centre and 15% use the services of a contact centre service provider.
"Historically, contact centres were on premises and this high percentage may represent the age of the technology deployed. For many organisations, this continues to be the preferred option due to company policies with regard to security of data, customer privacy regulations and/or considerable investment in hardware/infrastructure. However, as contact centres are looking at second- and even third-generation technologies, cloud deployments (virtual centres) are increasingly being considered," says Ric Wilson, Senior Product Manager at Ninzi Connect Software.
Wilson adds that indeed virtual contact centres reduce capital expenditure, allow companies to concentrate on core competencies rather than IT/software support, and provide ongoing access to the most current technology.
It emerged from the survey that just over half (53%) of respondents need to support 0 -100 extension devices, 28% need to support 101 - 1 000, and 19% cited over 1 000 extension devices need to be supported.
Wilson comments on this finding: "Our solution provides enterprise-grade resiliency and reliability to support organisations of any size. The solution is architected to be highly scalable, and is natively multi-tenant, allowing great flexibility in organisational structure. It provides the ability to record 100% of agent interactions, by a pre-determined schedule, or on demand allowing the flexibility to tailor to each organisation's needs."
It's not surprising that 70% of respondents cited that the key purpose of call recording is to evaluate service/product quality. To improve customer satisfaction scored an even higher percentage at 83%.
Wilson believes there are many other benefits to effective call recording besides the survey's top scorers, as he states: "Many organisations also record to meet compliance regulations associated with specific industry or privacy requirements. Recordings can be used for risk mitigation to prove what was said in the case of a dispute."
He adds that recordings can be mined for competitive/business intelligence to improve marketing/ product positioning and recordings can reveal opportunities for up-sell/ cross-sell of additional products, resulting in increased revenue.
When the respondents were asked what key deliverables is expected from their call centre management, 68% of respondents cited advanced business analytics capabilities.
"Improved efficiencies from coaching/e-learning, leveraging 'exemplary' calls as examples.
Increased first-call resolution, decreased average handle time, decreased attrition, both from customers and employees - happier customers make happier agents," he says.
The survey revealed that a large amount of respondents (73%) stated their organisation needs to increase efficiency by evaluating agent desktop applications use.
According to Wilson, screen capture records an agent's desktop activity; therefore supervisors or quality managers can determine if coaching is needed for agents to more efficiently gain access to provide answers for a caller.
"Desktop analytics enables integration to CRM, customer/patient records, and other back-office systems to deliver pertinent customer information to the agent's desktop automatically during a call. Desktop analytics also automates the pause/resume recording when pre-defined sensitive information is encountered to meet with regulatory requirements - there is no manual intervention required by the agent - another efficiency gain," concludes Wilson.
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