 |
||||
|
|
|
||
|
Contents 
Introduction
Data#3
Toyota Financial Services
NRMA
Inchcape
Executive summary |
|
||
|
|
||||
|
|
||||
NRMA Member Services installed call recording systems at its call centres in Sydney and Gosford to help with staff training and dispute resolution. "We were looking for a tool to assist the staff in their development and improve service to our members," says Graham Dempsey, call centre integration manager. "It's a great support for the resolution of issues."
An Avaya IP-capable PABX was already in use, and this meant the Witness ContactStore and Quality for Communication Manager recording system could be used, says Paul Brauman, solutions architect at contact centre specialist Touchbase. (A Cisco-compatible version is also available.) The Witness system records a conversation along with the contents of the agent's screen, and is simpler to manage than a traditional call recording system as no physical alterations are needed to accommodate moves and changes -- all that's needed is to update a database record.
| "It's an additional cost to the business." Graham Dempsey, NRMA |
The PABX can perform the compression, and this feature would be used if one logger were serving multiple sites. The NRMA's two sites are connected by IP trunks for load balancing and call sharing, but they chose to install a logger at each location. The data is stored on the logger using a proprietary format.
Currently, 10 calls per agent per month are reviewed by managers, and the plan is to sample five calls with screen replay. Although the system has been very well received by the agents -- and new employees previously thought it odd that a 150-seat operation was not already using call recording -- Dempsey explains that the NRMA is waiting for all staff to become comfortable with it before enabling the screen recording feature.
When the logger activates call recording, it can also send an instruction to a piece of software running on the agent's PC to begin screen recording. Screen grabs can be taken at set intervals or in response to screen updates and mouse movements. The resulting "movie" can be played back along with the voice recording using a Media Player-style application, providing familiar play/pause/rewind/fast forward controls.
Implementation at both sites started in July 2004 and was finished in September 2004.
VoIP call recording is 10-15 percent cheaper than its analogue equivalent in terms of the initial outlay, says Brauman. Ongoing costs are also lower as there's less hardware to maintain and routine tasks such as moves and changes can be carried out through software configuration rather than altering physical cabling. The IP-based approach also scales up and down more easily, he adds.
The system is mainly used as part of staff training, says Dempsey. Agents like it because it provides a way of increasing their skills and increases their personal empowerment.
"Of course, it's an additional cost to the business," he says, but it yields savings as staff learn how to control call lengths with no loss of service quality, and through providing a definitive record in the event of a dispute. A post-implementation review will be performed during the next six months or so, which will look for benefits accruing to business units in addition to those within the call centre. Dempsey expects to recoup the costs of call recording within two to three years.
4%
4%
