RAINBOW INC. -- ENHANCING AGENT PERFORMANCE WITH LIMITED BUDGET

BACKGROUND

Rainbow Inc. (pseudonym) is a small-sized free-seated outsourcing call center company. They have 40 seats and all seats have same setup, in where each seat is equipped with a headset-fitted digital station phone and a multimedia Windows PC. Each of the station phone provides 2 audio sockets, one on the left and another on the right.  Only one socket is now used for connection with the headset. A software based telephony control system is installed onto the telephone network system enabling intelligent operation of outbound and inbound calls.

KEY REQUIREMENT

Only the calls of particular groups are recorded and all of the call recordings need to be flagged with Agent ID and Case ID.  In addition, call recordings need to be archived to a master server located in another floor for safety and central management purpose.

BEFORE -- MAKING USE OF CASSETTE RECORDER AND PC TO RECORD CALLS

System Layout

A cable connects the input port of the cassette recorder to the free socket of the station phone.  Another cable connects the output port of the cassette recorder to the line-in port of PC sound card. A free recorder software is running on each of Windows multimedia PC for performing call recording.

Recording Operation

Once an agent finds a call being in progress is relative with designated customers, he/she clicks the RED button from the recorder software using mouse to start recording and at the end of the call he/she clicks the YELLOW button to stop recording.  

Archiving Operation

After the call, the agent converts the audio file saved into a predefined name (Agent ID + Case ID + sound file name) one by one using the conversion interface provided by the recorder software.  Before finishing the day, he/she uses Windows Explorer to copy all the sound files from the PCs to the master file server located in the same network.

Inefficient and Disadvantageous -- Why?

• Agents can’t record the whole of calls. They record only a portion of calls.
• Agents sometimes forget to press RED button to start recording, so as to have no call recording at all.
• Recording must be manually started and stopped, to which agents have complaints.
• There is no call information database. Statistical report can't be made.

AFTER -- MAKING USE OF TCR-2000 TO RECORD CALLS

System Layout

A cable connects the handset port of the TCR-2000 to the free socket of the station phone.  Another cable connects the USB port of the TCR-2000 to a free USB port of the PC. Every of TCR-2000 is configured to “Important Only” on the time of installation.  TCR-2000 Player, the free software, is installed onto the Windows multimedia PC of every agent.

Recording Operation

Every time an agent started a new call, TCR-2000 produces a beep tone, reminding him/her not to forget to press the Importance Assignment button on the keypad before end of the call for recording the ongoing call.  Once he/she becomes aware of the ongoing call being relative with designated customers, he/she goes to press the said button at any time he/she feels it convenient. Call recording task is then done.

Archiving Operation

Before finishing the day, the agent presses a button from TCR-2000 Player triggering the batch copying of all today's call recordings from TCR-2000 to local PC. Then, he/she fills up his/her ID and Case ID into a textbox and press OK button for triggering the process of auto renaming all today's call recordings into the new name at the predefined fashion, i.e. Agent ID + Case ID + sound file name. Lastly, he/she uses Windows Explorer copying the having been renamed call recordings to the master file server located in the different floor.

Efficient and Advantageous, Why?

• Agents record the whole of calls.
• Agents are reminded every time they started a new call.
• To record calls, agents just have the need to press a button.
• Call information database is available and is automatically stored in the agent’s PC, which makes statistical report be possible.
  

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WEST INVESTMENT -- ASSURING CALL RECORDINGS SAFE AND CONFIDENTIAL

BACKGROUND

West Investment (pseudonym) is nation-wide multi-site investment consulting company. Their Taichung branch is having 13 hourly-based part-time telemarketing persons. Each of these persons is given with a headset fitted digital station phone, no PC, for calling to a long list of clients and selling financial commodities. In compliance with the latest regulatory requirements, the branch office must record all these persons' calls, but doesn't have the budget to employee a IT person for management of the call recorder and recorded calls.

KEY REQUIREMENTS

Telemarketing persons with little training can operate the call recorder and all their call recordings can be safe and confidential.

SOLUTION INVESTIGATION AND DECISION

Legacy IC Recorder

The legacy IC call recorder that people press REC button to start recording and press STOP button to stop recording has been in the marketplace for many years. Thereby it is the first type of the recorder that John (pseudonym), the branch office manager, considers to purchase at the first place. However, any person can forget to press REC button. John will inevitably risk no call recording at all. Moreover, manually controlled start/stop operation is boring, which telemarketing persons will have complaints. He quickly decided to put this type of the call recorder aside.

Memory Card Call Recorder

Alternatively, John considers purchase the call recorder that supports Kensington lock as he assumes Kensington lock can prevent the memory card from being lost or stolen so as to be able to protect the content of call recordings from exposing to unauthorized people.  After investigation, he begins to realize that Kensington lock simply protects unauthorized removal of memory card from the call recorder; it can't stop unauthorized attempt of playing call recordings. He finds this type of the call recorder doesn't meet confidential requirement.

Multisuns MicroLog TCR-2000

Eventually, John found TCR-2000 meets all requirements.

Easy to Install and Simple to Use

TCR-2000 is the call recorder that works right out of the box. John believes that the vendor of TCR-2000 can complete cabling in short period of time and the telemarketing persons can operate TCR-2000 after one of two hours or training. Also John knows all 13 TCR-2000s are going to have identical system setup in anyway as the vendor will configure the system by using the setting export/import via memory card feature.

2 Login Users (Admin and User)

TCR-2000 supports 3 layers password protection function. With the 3-layer password protection, John can reach the goal of effectively prevenings the content of all call recordings from exposing to the vendor and off-premise persons.

Recording Encryption

TCR-2000 can encrypt call recordings by AES 256 bit algorism, which prevents people from using Media Player or other sound playing software to play call recordings. John has no worry for call recording from exposing to unexpected persons.

Digital Fingerprinting

TCR-2000 automatically generates a MD5 128 bit checksum once it completes a call recording. With this MD5 checksum, John gets the access to verify if call recordings were modified or not.

Memory Card Password Protected

Memory card is computer readable storage media, which means that encrypted recordings stored in memory cards can still be accessed by means of memory card reader and be replayed by the TCR-2000 Player installed on a third party's PC. Once every of memory card is password protected, the call recordings stored in the memory card is inaccessible without password. This password protection assures the AES 256 bit encrypted call recording from being accessed and replayed by unauthorized persons. Thereby, John assures content of recordings are safe and in extreme confidentiality as well.