Call Center Recording

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Call Center Recording Feature Article
 

September 15, 2008

Evergreen Reduces Disputes, Improves Service w/ CallRex

By Eve Sullivan, TMCnet Editor

 

Evergreen Professional Recoveries – a collection agency – is capitalizing on call recording technology from CallRex to remove “he said, she said” situations.
 
The company, founded in 1986, seeks to provide reliable recovery services. The cornerstones to Evergreen’s service include values such as professionalism, teamwork and customer service. Evergreen offers debt collection services for government, medical, retail and financial institutions, as well as legal services, outsourcing for medical billing, online check verification, credit risk evaluation and pre-collect notices.
 
The Evergreen call center utilizes state-of-the-art debt collection software, predictive dialers, and an Inter-Tel (News - Alert) 5000 IP telephone system. Selected campaigns and Web-based telephone calls were recorded within the contact center, up to two or three calls per agent per day. The lack of call recording created gaps in agent training, compliance, and left the company vulnerable to sticky situations.
 
“We had no recourse when lawyers were calling with claims,” says Ken Ross, CEO of Evergreen Professional Recoveries. “It became a ‘he said, she said’ situation, where there was no hard evidence to base a decision or dispute on.”
 
While Evergreen implemented calling scripts, policies and procedures for staff to follow while completing calls, Ross estimates that agent compliance was about 75 percent. Training on the procedures was completed by managers during side-by-side monitoring and other educational sessions, but live calls were not always available for monitoring.
 
“I’ve meant to implement call recording technology for years,” Ross stated. “But I thought that the solutions were going to be too expensive for our mid-sized contact center.”
 
Evergreens’ information technology team worked with an independent consultant and a telephony reseller to source and implement CallRex Professional call recording software. The installation was streamlined through the IT department and the technical support team at Telrex (News - Alert). Following Telrex’s proven installation methodology, the solution was implemented within a matter of hours.
 
“CallRex is very easy to use,” Ross said. “The software has proven to be a turnkey solution for us.”
 
CallRex is an-all software IP call recording solution that supports multiple telephony systems, including a MiTAI-based integration with the Mitel (News - Alert) 3300 ICP. CallRex utilizes innovative packet-sniffing technology to identify and record VoIP traffic on the network. When calls are initiated or received, CallRex begins to record the associated packets and enables real-time monitoring of the calls.
 
The CallRex client presents managers with the status of employees’ phones, showing which phones are in use, and which phones are being monitored and recorded, as well as call time, caller ID, outbound number dialed and more. Multiple search criteria enables users to quickly find the call or calls needed. Call recordings can be played back through users’ PC speakers, or exported and emailed as standard WAV files.
 
CallRex does not integrate directly with the IP telephony system; instead it utilizes port mirroring at the network switch to copy and record VoIP traffic on the network. High-caliber agents and quality customer service set Evergreen apart from the competition.
 
“Our philosophy is to achieve complete customer satisfaction through a process of continuous improvement at all levels of the company,” Ross stated. “We treat our agents as a part of the family.”
 
With the implementation of CallRex, managers can now set aside time to monitor calls and provide feedback to agents. The ability to quickly search for call recordings has proven to be a lucrative feature. Now, when potential litigation issues arise, managers can search for call recordings and export them for use in common players.
 
The ability to e-mail calls has saved tens of thousands of dollars for Evergreen, as the calls can be used to clear up situations before issues go to litigation. “Call recording has headed off at least two frivolous lawsuits in the past three months, which would have cost us at least $10,000 in fees,” Ross said.
 
Founded in 2000 to address the rapidly growing need for VoIP recording and monitoring, Telrex pioneered the VoIP call recording market with the release of CallRex in 2000. CallRex was the first packet-based, VoIP technology to record and monitor telephone calls on IP or IP-enabled telephone systems.
 
For more information on Evergreen, click on: Evergreen Professional Recoveries. To view a printable version of the Evergreen Professional Recoveries case study.

Eve Sullivan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Eve's articles, please visit her columnist page.

Edited by Eve Sullivan

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