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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

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Compliance and Contact Centre Call Recording

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  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?

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