voicesafe presentation lo res email version
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INTELLIGENT CALL RECORDING
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WHY DO I NEED CALL RECORDING?
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Recording telephone calls made to and from your business provides you with the intelligence needed to ensure that both the company and customer expectations are met. Providing complete transparency to the management of enquiries, training and development needs can be identified to enable the business to maximise every opportunity with which you are presented.
With customer satisfaction being key to enable you to retain and maintain client relationships, call monitoring gives you peace of mind that staff are providing a consistently high level of service to your customers.
VOICESAFE FEATURES & BENEFITS
Call Search Find calls based on many different criteria Email Calls Another useful feature providing the ability to email calls directly from the playback screen White/Black List Functionality allows businesses to restrict what different users can or can’t listen to or see Quick Label Lets businesses label CLI or DDI numbers with friendly labels Reporting Monitor different areas of your business Active Calls Allows pausing of live calls and allocation to relevant business area i.e. New/Used Car Enquiry Listen Live Listen to live calls as they happen without the knowledge of the people on the call
WHY DO I NEED CALL RECORDING?
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DIFFERENT LEVELS OF CALL RECORDING
ENTRY LEVEL CALL RECORDING – MARKETING TRACKER
Non Geo Number Tracking/Ad-Tracker
Inbound Lead Recording (with voice)
Independent Line Recording/Inbound Call Recording
Inbound and Outbound Call Recording
Automatic ALL Inbound and Outbound Call Recording
Track by independent geo or non geographic numbers how each advert performs
Target marketing spend more effectively
Optimise best lead generating media
Add Voice Recording to review enquiries
WHY DO I NEED CALL RECORDING?
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CALL RECORDING BASIC – INBOUND
FULL CALL RECORDING – INBOUND & OUTBOUND
Records inbound calls
Provide clearer understanding of how enquiries are handled in ALL departments
Identify training requirements
Records inbound and outbound calls (Manual or Automatic)
Understand training needs
Greater transparency on how your staff deal with your customers
Meet CSI requirements
WHY DO I NEED CALL RECORDING?
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VOICESAFE CALL RECORDING
Records ALL inbound and outbound calls
Split by department/staff member
Full extension reporting breakdown
Monitor answer times and peak call times
See staff daily activity
Staff and customer protection
Integration into 3rd party software systems such as DMS, VHC & CRM’s
WHY DO I NEED CALL RECORDING?
VOICESAFE OVERVIEW
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VoiceSafe offers complete call recording for any business in the UK. This solution provides businesses with an affordable, secure and simple-to-use tool to monitor and develop telephone activity.Every call, both inbound and outbound, is recorded and stored securely on the VoiceSafe server. This system automatically runs daily backups to ensure data is kept safe and always available.It can dramatically improve your telephone enquiry capture levels.
By recording every call that your business makes or receives you can quickly enhance your business in the following areas:
VOICESAFE OVERVIEW
WHAT VOICESAFE BRINGS TO A BUSINESS?
Ensure new business enquiries are logged and followed up
Use calls to develop staff telephone skills Monitor levels of customer service and score calls
Use telephone conversations to verify that orders or information are correct
Listen to the last call you made to a customer to remind yourself of any commitments you previously made
DRAMATIC IMPROVEMENT IN STAFF PRODUCTIVITY Natural staff performance improvement Improve quality of calls
IMPROVED QUALITY CONTROL Identify training needs Score & Meet CSI requirements
COST SAVINGS Verify verbal approvals Reduce unnecessary personal calls Mobile Gateway solutions available
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TECHNICAL OVERVIEW VOICESAFE 1.0
VOICESAFE OVERVIEW
TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0
YOUR PHONE SYSTEM
MOBILENETWORKS
3RD PARTY SOFTWARE I.E. CRM/VHC/DMS
Every 10 minutes of mobile calls per day can save you
around £18 per month.
Voice Safe Server
Or whoever provides your t
elep
hone
line
s
Every call in & out recorded
TECHNICAL OVERVIEW VOICESAFE 1.0TECHNICAL OVERVIEW VOICESAFE 1.0
MOBILENETWORKSNETWORKS
MOBILE GATEWAY
Voice
S
afe GSM Gateway
All calls to mobile phones
can be routed over the
“Mobile Gateway” this can
reduce the cost to around
2.5 pence per minute
PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS
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VOICESAFE – YOUR COMPLIANT PCIDSS SYSTEM
Fully compliant card data storage system
No exposure of card information to your staff
Complete customer security
Remote automatic monitoring and auto alert if any changes make you non compliant (via Splunk compliance tracker)
Voicesafe is currently being audited in order to become certified/approved
PCIDSS
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AUTOMATED PAYMENT CARD DATA COLLECTION Never see or hear the customers card details with the auto collection system
Customer enters their details via DTMF tones from their telephone handset
Auto assign payment information to the relevant transaction
FULL CUSTOMER PROTECTION
No writing down card details
Secure storage of card information
Record calls and remain fully compliant
Calls auto paused/unpaused while card data input
AUTOMATED PAYMENT PROCESSING Transaction link up code verbally and electronically transmitted
Payments processed electronically
PCIDSS MODULE
13PCIDSS MODULE
VOICESAFE INTEGRAL PAYMENT FORM Full transaction information form
Automatic reference link card details to invoice
Auto assign payment information to the relevant invoice
FULL TRANSACTION REPORTING WITHIN VOICESAFE All payment and status info provided
Call playable from transaction report
Auto advice
14PCIDSS PROCESS
PCI module takes all payment details and links data to relevant payment, providing a completely secure transaction
Call passed to auto payment system and card data input via the customers handset with no interaction with staff providing a completely secure transaction
completely secure transaction
PCI MODULE
Customer data security is our number one priority and our PCI module provides both parties with complete peace of mind
CUSTOMER AGENT
VOICESAFE 2.0
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Voicesafe 2.0 takes call recording and reporting to the next level through a centralised link between your businesses .local Voicesafe units ࡑ
By having Voicesafe at each of your business locations and having Voicesafe 2.0 either hosted by CAS or located in a centralised position within your company, you can access any calls made or received anywhere within your group from one simple interface.
This new facility allows you to report by grouping i.e. by franchise, producing extremely powerful information to help develop your business and staff performance.
VOICESAFE 2.0 FEATURES
VOICESAFE 2.0
Calls captured locally Recordings & data sent to the central server (hosted by us or locally) Specified criteria reporting Central backup of ALL group data Same simple, quick and easy-to-use interface as Voicesafe 1.0 Unlimited users Permission driven access rights Software or Hardware versions available* (V2.0) Full integration into 3rd party CRM/DMS/VHC systems*
17VOICESAFE 2.0 SETUP DIAGRAM
Link unlimited Voicesafe units together to provide unrivalled reporting and call access Integrate your call recordings into 3rd party software solutions Drive marketing spend through Voicesafe 2.0 provided information
INTERNETRemote support or integrations to 3rd party systems
Computer Site A Computer Site B
LOCAL USER
SITE B USER
LEGACY PHONE SYSTEM
LEGACY PHONE SYSTEM
RECORDING SERVER 1
RECORDING SERVER 2
ISDN LINE
ISDN LINE
REPORT SERVER
Web Browser access to reports and recordings
Call Data sent via Secure Web Services
Secure VPN or site-to-site connection
APPLICATION INTERFACE
19INTERFACE
Simple Call Search Interface
View Current Call Activity and Even Listen in Live
20INTERFACE
Powerful Reporting Suite
21INTERFACE
Most frequently called numbers and Geographic Locations
ADOPTIMISER
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IMAGINE IF YOU KNEW EXACTLY HOW MANY CALLS EACH OF YOUR ADVERTS GENERATE…AND HAD THE ABILITY TO LISTEN TO EXACTLY HOW YOUR TEAM HANDLED THOSE CALLS
AdOptimiser is used by more than 1400 businesses to optimise the performance of advertising spend and generate more sales.Our industry–leading technology helps identify how many sales opportunities you receive and which advert generated each one. With no hardware or software to install, this invaluable solution can be up and running within days.
Turn marketing spend from cost into revenue by tracking responses and capture information on every opportunity they generate.
You are then able to use these statistics to improve your advertising rates and dump advertising that simply doesn’t work.
Drop advertising costs that don’t deliver Find out how many opportunities you miss Understand which types of advert work better for you Record the calls your advertisements generate (Only with AdOptimiser: Replay)
1. We give you a selection of non-geographic telephone numbers. 2. You use a different number on each advertisement. 3. You are able to label each one of these numbers with something that makes sense. 4. This only takes a few minutes per number and immediately starts to track your responses.
IMPROVE YOUR ROI FROM YOUR MARKETING SPEND
MEASURING MARKETING PERFORMANCE
HOW IT WORKS
ADOPTIMISER
24ADOPTIMISER
HOW DOES YOUR ADVERTISING SPEND WORK FOR YOU? Track your marketing performance
Listen back to how the enquiry was handled
Return missed opportunities
Drop marketing that doesn’t work
POWERFUL REPORTING DASHBOARDS
See your advertising peaks and troughs
Identify brand new opportunities
Channel your spend into what works best
MOBILE GATEWAY
26MOBILE GATEWAY
VoiceSafe offers most businesses the ability to save money on their telephone bills by reducing the cost of calls to mobiles. With today’s mobile phone culture, calling customers on their mobile can account for as much as 60% of your call costs.
These savings are delivered by routing calls directly to the cellular networks rather than the traditional routing over landlines fi rst. A piece of hardware known as a Mobile Gateway is attached to the VoiceSafe that contains up to 2 SIM cards.
27MOBILE GATEWAY
BEFORE VOICESAFE Average 5354 minutes of calls to customers mobiles per month ࡑ Cost per minute before Voice Safe was 10.15 pence per minute Average monthly cost to customers mobiles £543.43 per month
AFTER VOICESAFE 2x 02 Contracts - 6000 minutes costing £120 (2p per minute) 02 scheme - Free calls to all 02 customers increasing savings Purchased 1 mobile gateway device for £350 Ongoing savings are at least £366.75 per month or £4401 per year!
CASE STUDY – MANGOLETSI, CHESHIRE
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FEEDBACK “INSTALLING VOICESAFE HAS
BEEN ONE OF THE MOST EYE
OPENING THINGS I HAVE DONE!” John Spriggs, Head of
Business, Bristol Audi
“WE HAVE BEEN ABLE TO USE VOICE SAFE TO NOT ONLY INCREASE OUR SALES BUT TO ALSO INCREASE OUR CUSTOMER SATISFACTION. THE FACT THAT MANAGERS ARE ABLE TO GET HOLD OF FRUSTRATED CUSTOMERS BEFORE THEY BECOME A FULL SCALE ISSUE IS PRICELESS.” Garth Brown, Head of Business, Sytner Audi Harrogate
Business, Bristol Audi
“AMAZED AT THE POWER OF VOICE SAFE.
WHY SPEND THOUSANDS WITH GOOGLE OR
NEWSPAPERS TO GENERATE CALLS IF YOU
THEN DON’T MAXIMISE THE ENQUIRY?” Michael Low, Group Sales Manager, Whitmores Group 0 10
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