5 Dangers of Not Having Call Recording in Your Contact Center
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The document outlines five dangers of not implementing call recording in contact centers, including violations of regulatory policies, patient dissatisfaction, unproductive agents, misunderstanding customer needs, and poor liability management. It emphasizes the importance of recording calls for compliance, performance evaluation, and improving customer satisfaction, while also recommending best practices for recording in healthcare. Additionally, it highlights the significance of documenting interactions for accountability and operational improvements.
5 Dangers of Not Having Call Recording in Your Contact Center
- 1. 5 DANGERS OF NOT HAVING CALL RECORDING IN YOUR CONTACT CENTER
- 2. 2 AGENDA Company backgrounds 5 dangers of not having call recording in your contact center Best practices for call recording in healthcare Questions
- 3. 3 BACKGROUNDS HigherGround • Premier call/interaction recording developer • Over 40 years experience • OEM for several major companies • Integrates seamlessly with HIT systems Spok • Clinical communication and collaboration platform • Solutions deliver information quickly and securely into the hands of hospital staff who need to act on it • Work with 1,900+ hospitals Partnership since 2005
- 4. 4 Violating Regulatory Policies Unhappy patients Unproductive agents Misunderstanding the customer voice Poor liability management 5 DANGERS OF NOT HAVING CALL RECORDING IN YOUR CONTACT CENTER
- 5. 5 DANGER: VIOLATING REGULATORY POLICIES Recording and storing all telecommunication interactions is essential. Accuracy in reporting HIPAA audits Assist in showing compliance
- 6. 6 DANGER: UNHAPPY PATIENTS • Proper training = improved interactions with patients • Ensure that agents are meeting the organization’s requirements for increasing patient satisfaction and retention – Review recordings – Issue performance grading
- 7. 7 DANGER: UNPRODUCTIVE AGENTS • Develop scripts from previous calls • Review screen recordings to improve processes • Agents can learn from each other Empower your agents
- 8. 8 DANGER: MISUNDERSTANDING THE CUSTOMER VOICE Call recording allows you to better understand your customers’ needs. Why are they going to your hospital? Are their issues being resolved? Did they get the information and help that they were looking for? Reputation management: Are they satisfied/dissatisfied? Why?
- 9. 9 DANGER: POOR LIABILITY MANAGEMENT • Communication issues are often at the core of critical failures and sentinel events • Call recording allows you to revisit the communications in question – Malpractice case – Dispute resolution A review of reports from the Joint Commission reveals that communication failures were the root cause of over 70% of sentinel events.1 1 Source: https://www.ncbi.nlm.nih.gov/books/NBK43663/
- 10. 10 BEST PRACTICES FOR RECORDING IN HEALTHCARE Document interactions Assess performance Ensure compliance Reporting analytics
- 11. 11 PHONE EMAIL CHAT RADIO SMS GIS MOBILE VIDEO PHOTO BEST PRACTICE: DOCUMENT INTERACTIONS Supporting risk management with accurate data. Ensuring accountability and expedite dispute resolution. Creating a record of incoming and outgoing calls. Improve operational and financial outcomes. Ability to replay calls with timestamp and in sequence. Establish audit trail between callers and employees. Challenge Multi-Channel Recording Outcome
- 12. 12 DOCUMENTING VIA RECORDING • Record phone, radio, email, text, video, chat, or mobile • Capture associated metadata • Screen capture records workstation activity • Monitor live calls or retrieve and replay later
- 13. 13 BEST PRACTICE: ASSESS PERFORMANCE Agent Evaluation Record Grade Report Manage Increase caller satisfaction Script adherence Dispute resolution Accountability Manage call takers Identify training opportunities Quality Assurance
- 14. 14 BEST PRACTICE: ENSURE COMPLIANCE Protect patient data Track PHI data Compliance
- 15. 15 • Key Performance Metrics (KPIs) • First Call Resolution (FCR) • Number of calls taken • Establish performance benchmarks • Identify gaps in staff training • Reward top performers Metrics to Report Continuous Improvement 0.00 10.00 20.00 30.00 40.00 50.00 60.00 70.00 80.00 Sam Sarah Jill Becky Tom Jennie Calls handled Called back BEST PRACTICE: REPORTING ANALYTICS
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- 17. 17 Provide an audit trail of phone activities CALL ACCOUNTING Enables you to log the date, time, and duration of all calls made and received by your staff. Gain accurate bill-back information and staff telephone usage Detect improper use of corporate resources
- 18. 18 CALL ACCOUNTING • Automatic report scheduling and integrated email distribution • Up-to-the-minute monitoring • Built-in toll fraud alarms • Tenant and account code billing • Directory import scheduler FEATURES • Scalable to meet your changing needs • Easy to use • Monitor activity enterprise-wide • Concurrent system administration BENEFITS
- 19. LET’S GET IN TOUCH! Learn more: CASE STUDIES VIDEOS We’d love to hear from you! spok.com getinfo@spok.com