1 / 11

Compliance and Contact Centre Call Recording

Compliance and Contact Centre Call Recording. Compliance and the Call Centre. The Need For Recording. Foundation for any Contact Centre- Financial, Public Sector, Call Centres. The Need For Recording: Legal and regulatory compliance Dispute verification and clarity Evidential disclosure

edita
Download Presentation

Compliance and Contact Centre Call Recording

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Compliance and Contact Centre Call Recording

  2. Compliance and the Call Centre

  3. www.redboxrecorders.com The Need For Recording Foundation for any Contact Centre- Financial, Public Sector, Call Centres The Need For Recording: • Legal and regulatory compliance • Dispute verification and clarity • Evidential disclosure • Decision support & liability protection • Improved customer satisfaction • Assessment of quality • Business improvement Operational Issues: • Protecting against fraud • Legal or internal dependency on accuracy of verbal communication • Criticality of caller information (bomb threat, emergency calls, one time communications) Threatening or abusive callers • Resolving disputes • Improving customer satisfaction • Cost reduction and agent retention • Developing organisational effectiveness • Delivering accurate reports or evidence • Proving operational performance and effectiveness

  4. www.redboxrecorders.com FSA Mobile Recording Requirement • FSA announced PS10/17 detailing the removal of exemption of mobile phone recording within Conduct of Business Sourcebook (COBS)11.8 – Recording of telephone conversations and electronic communications • Part One • Recording of Mobile communications from any issued device • Storage of recording for a period of 6 months • Part Two • Reasonable steps to be taken to ensure non-recorded personal devices are not in use • Changes to taping rules effective as of 14 November 2011

  5. www.redboxrecorders.com PCI Recording Requirement PCI DSS Overview • The payment card industry (PCI) protects cardholder data through technical and operations standard set by its Council. • Compliance with PCI standards is mandatory. It is enforced by the major payment card brands that established the Council – American Express, Discover Financial Services, JCB International, MasterCard Worldwide and Visa Inc. • Variety of ways to meet PCI requirments https://www.pcisecuritystandards.org/security_standards/pci_dss.shtml.

  6. Voice / Call Recording Foundation for any Contact Centre- Financial, Public Sector, Call Centres • Any organization conducting business over the phone / radio Bedrock of managing communications- (The foundations) • Handle Mixed Environments • Multiple PBX’s • VoIP • SIP • Mobile Devices • Radio/Analog • Dealerboards • Future???? • Distributed Server Deployments • Virtual Installations • Software only • Evolving Environment – TDM to VoIP • Web Based Interface

  7. Voice / Call Recording- Building a System • Quality Management Issues • Desktop applications • PCI Issues • Screen Data Capture • Random Recording- Missing 95% • of calls

  8. Organizational Development High Audio Analytics Targeting & Insight Quality Management Productivity & Efficiency Effort / Business Advantage Voice Recording Compliance & Analysis Audio Analytics Quality Management Voice Recording Low Low High Volume / Need

  9. Record Manage Improve =Drive Compliance & Performance Total Solution Scalability – No fork lift upgrades Now and Later? Total Cost of Ownership

  10. Capella and Redbox

  11. Thank You.anyQuestions?

More Related