Workforce Management (WFM) self-service and engagement capabilities are key functionalities within Workforce Management technology. It allows employees to view schedules, request absences, view their own performance and self-schedule through preference and availability options.
A WFM employee portal provides an organisation with a fantastic opportunity, not only to engage their employees but to also help reduce the management overhead of dealing with requests and reporting. As part of the engagement toolkit, the employee portal enables the employee to take control and accountability for all elements relating to their work patterns.
So if you’re considering deploying an employee portal via WFM, here are 5 top tips you should consider to ensure a successful outcome:
“Firms must continue to abide by their obligations under UK law, including those derived from EU law and continue with implementation plans for legislation that is still to come into effect”.
MiFID II therefore still represents a colossal change – Brexit or no Brexit. As regulatory framework for the financial industry tightens, financial institutions are being called upon to record “all communications that are intended to lead to a transaction”.
So what does this really mean for mobile call recording?
Workforce Management technology has come a long way from the niche, single channel scheduling tool it once was, to the hosted and cohesive solution offering we have today.
The technology has developed in parallel with the evolution of the contact centre and is still seen as one of the driving tools to utilise in this environment. It has unfailingly enabled organisations to plan and schedule efficiently to improve customer service as well as better meet the needs of the very people it helps manage, by providing functionalities tailored to nurture employee engagement.
WFM has been around for many years, and as a result many systems have simply become incompatible with the demands now placed on the modern contact centre. The majority of challenges reported by our respondents, (including speed, performance reporting and scheduling time off requests) are no longer encountered in the enterprise systems of today which are quicker, cannier and more user intuitive.
On the 21st-22nd of June we attended the Compliance and Conduct Risk in Financial Services Forum where we held a workshop session with our partners O2, showcasing how technology can help meet the ever changing regulatory and stakeholder demands without compromising compliance.
We caught up with our guest speakers Garry White (Business Systems) and Mark Baggs (O2) who gave us an overview on what they discussed in their leading session “Evidencing the journey – Managing change without compromising compliance”.
Garry White, Business Systems (UK)
Many of you may be familiar with the Donald Rumsfield speech:
“There are known knowns. These are things we know that we know.
There are known unknowns. That is to say, there are things that we know we don’t know.
But there are also unknown unknowns. There are things we don’t know we don’t know”.
This speech has never been more relevant as the regulatory framework for the financial industry tightens. Financial Institutions are called upon not only to perform telephone transactions in a specified manner, but also to record and provide evidence of compliant conduct under strict time constraints. For organisations with thousands and millions of phone transactions, it is impossible to be certain that each and every one of those transactions follow procedure –whether this relates to code of conduct, process or technology.
With the majority of respondents agreeing that the biggest threats of non-compliance are financial and reputational, it seems that key aspects of a comprehensive legacy strategy are still being omitted.
Since the subprime crisis, the financial services industry has been experiencing an ever tightening regulatory framework that aims, among other things, to establish transparency in market conduct. One of the channels that is most scrutinised (and most susceptible to non-compliance) is the telephone.
When most contact centres invest in call recording technology they typically have a list of requirements that have to be met. Usually these requirements include Quality Monitoring (the ability to evaluate agents and report on their performance), Screen Recording (the ability to see what is being done on screen by the agent) and PCI Compliance (the ability to stop the capture of credit card details to meet PCI DSS regulations). But what other less known features does a call recorder have that could substantially improve your business?
There are many ways customer interactions take place. Customers can email, chat or even use social media sites, such as Twitter and Facebook, to get in touch with a business. All these different interactions should be recorded as they all offer a wealth of information that can be used to shape the business. Recorded data can help you understand competition, quickly resolve issues with customer complaints and provide a better overall level of service, which in turn strengthens customer satisfaction and loyalty. Most importantly, it can provide you with the ability to see your customers’ engagement in its entirety.
Failing to deliver on service and support can be extremely costly for any organisation, where according to statistics 91% of unhappy customers will not willingly do business with you again (Lee Resources).
So in today’s competitive landscape, what exactly should you be expecting from your Call Recording and Workforce Optimisation Service and Support providers? With over 60% of Business Systems’ personnel residing in this division, we outline the 3 pillars of successful Service and Support which we (and our customers) have come to recognise first hand!
1. Strategy & Design
They say ‘by failing to prepare, you are preparing to fail’. The same maxim also holds true for major projects taking place in your organisation. Without a solid strategy and design in place to guide your project plan, desired objectives and budgets (due to nasty unexpected delays and costs) will not be met. With a good service provider, you take advantage of the years of experience in implementing similar solutions, with skilled consultants helping you to design the project so that you don’t have unwanted surprises. Moreover, once you build an ongoing relationship with your provider, you gain access to timely advice on how best to address emerging technological, regulatory operational trends in your industry.
Call recording solutions can be a truly profitable investment that should not be taken lightly. The right call recording solution will not only help you to comply with any internal and external regulations, but it can also provide valuable insight to help improve your operational efficiencies and staff profitability. In this article we highlight 4 features you should look out for when researching a call recording solution that could make a big difference down the line.
Access control and user right permissions
Regardless of what industry you operate in, call recordings can contain sensitive information and you should make sure you entrust the right people with the right level of access. For instance, if you operate in a highly regulated environment you will want to certify that your recordings are not at risk of being tampered with from unauthorised users.
On the other hand, in a contact centre environment, call recordings can offer a wealth of information for improving business processes as well as agent training. Team leaders should have access to their agents’ recordings in order to evaluate and identify areas for improvement. You might also want to go one step further and provide agents with user right permission to access their own calls for self-evaluation purposes. By doing so, agents have the opportunity to listen to their own calls and recognise areas for improvement on their own accord without having to rely solely on their team leaders.
4 things to consider when buying a Call Recording Solution
To achieve this, your supplier will need to configure your system to define user privileges that meet your business requirements, for example any compliance regulations which need to be met and any internal risk management protocols the organisations has in place.
It is Part 3 of The Insider’s Guide to Live & Legacy Call Recording and we would like you to meet Anna, a Control Centre Manager who works within the Emergency Services sector.
Anna is the Control Centre Manager of an ambulance service control team. Her responsibility is to oversee the team of call handlers (often also known as medical dispatchers) and ensure that all incoming calls are handled to the expected high standard.
In this series Anna has to address two critical issues:
Ensure speedy and accurate call retrieval & replay, whilst meeting NHS’ requirement for storing these call recordings for a period of up to 27 years
Continuously improve call handlers skills and therefore the speed and accuracy with which each call is dealt with
Problem #1: Ensuring speedy and accurate call retrieval & replay in live & legacy call recording
Anna’s emergency dispatch call handlers deal with all types of 999 calls taking essential information of the patients’ condition and exact location, whilst logging them onto their computer system and allocating the nearest ambulance to the scene as quickly as possible.
A year ago, a call handler had to give medical advice over the phone as the caller was in a life-threatening situation. The same caller is now claiming that incorrect medical advice was provided at the time. Anna is aware that the first thing she has to do is locate the call and listen back to the recording. Unfortunately for Anna, she finds out that this particular call was recorded and saved on one of their older recording systems and is now sitting on tape.
The laborious process of having to locate the correct tape that holds this specific call and finding the right time and part of the tape with which this call features could take hours or even days. This has happened several times before and on each occasion has eaten up several resources within the organisation which could be better spent elsewhere.
A recent study at the University of Michigan suggests that attention and short-term memory processing are directly affected by a person’s surroundings and environment, with noisy environments reducing significantly memory performance
The human brain can only hold about seven pieces of information for less than 30 seconds.
With those two facts in mind, one can only imagine how tough it can be for call handlers in the police force to gain a comprehensive understanding of the situation and pick up on distress signals. Dealing with over 21,000 calls a day; the police force is a highly pressurised environment where speed, accuracy and ability to capture important information and signs of distress are imperative. Failing to do so could not only jeopardize the safety of the caller, but it could also result in loss of public trust and potential further funding.
Speech Analytics in the Police Force Control Room
How can Speech Analytics help you protect your call handlers, serve the public and control operational costs?