CALL SERVICES / NUMBERING
PICK THE RIGHT VENDOR! DO YOUR DUE DILIGENCE
• Where does the solution derive from? Has it been developed from the ground up or whitelabelled?
• What are typical development cycles for new features?
• Does the vendor have an in-house development team?
• What is their current market presence in your sector?
• What kinds of tools and features are included to ensure compliance?
• Is there a cloud strategy?
• Can the provider transition you to the cloud?
apply prices, taris, discounts, taxes and
compiling charges for each customer
account, rendering bills, delivering bills,
applying adjustments all whilst maintain a
customer account is expected as standard in
a system.
Call Recording
Call recording is yet another service which
has started to rmly settle itself in the
cloud. As the hosted voice market continues
to take o it has never been easier to add
call recording to solutions. e complexity
in the market still sits around compliance
and regulation, mostly stemming from the
nancial sector.
In the call centre the rigors of PCI/
DSS were augmented in May 2018 with
the introduction of the European Union’s
General Data Protection Regulation
(GDPR). Not only does it have sweeping
provisions about the collection and
retention of consumers’ personal data, it
also has a set of robust provisions pertaining
to call recordings. To make matters even
more complicated, these provisions often
clash with existing regulations around call
recordings.
Despite our departure from the EU,
the rules around data still apply. GDPR
applies to any organisation processing the
data of European residents, even if that
organisation is based outside of the EU.
Robotic process automation (RPA) is
another key area of innovation. Articial
intelligence and machine learning are today
starting to be used to look at how tasks like
quality management can be automated.
In the past, this would have been done
manually by supervisors listening to sets of
MIFID II
• Storage – all recorded conversations must
be stored for 5 years.
• Security – storing such a vast amount
of data securely will be a challenge to
traditional storage solutions.
• Retrieving data –under MiFID II, authorities
can request the retrieval of calls upon
request. A smart search service will be
essential for retrieving up to 5 years of
recorded data.
• Implementation – Legacy call recording
solutions require lengthy hardware
installation, the costs of which are
generally very high, requiring expert
personnel, software licenses and the
hardware itself.
recordings on a weekly basis, with the results
then used to inform about agent training and
mentoring needs. It is a time-consuming and
highly labor-intensive process.
Businesses are starting to look at how
this quality assessment process can be
automated, using AI capabilities, but this
needs careful process management.
Call Analytics
In 2018, analyst rm IDC announced
that organisations were now prioritising
productivity over service excellence –
albeit these two aims are now actually
pretty much neck and neck on the Digital
Transformation shopping list. ese days
a new theme has emerged – Customer
Experience (CX).
As products and services develop, often
there are few USPs for the customer to base
a decision on. Customer Experiences will
be the battleeld where technology vendors,
and ultimately partners, ght in the future.
e power of analytics will be essential in
ensuring the CX is a good one.
Customers want to contact their chosen
brands in a way they chose at any given
time. at might be an email, a traditional
call, webchat or perhaps even over social
media. e power of the analytics comes in
by giving the agents the right information
about the customer to enable them to solve
their issue as quickly as possible. If the
customer has called in two weeks ago on the
landline but are now on webchat the agent
should still be able to continue a seamless
dialogue.
Analytics on calls can help managers run
a sales and customer service teams. Does
your customer know the cost of a missed
call? Its simple to work out. Multiply the
number of calls missed by their average
conversion rate and average order value.
en multiply that into a month of calls.
Assigning a value to a missed call can be an
incredible sales tool.
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