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Achieve PCI-DSS Compliance

Protecting sensitive customer data is mandatory for the credit card payment industry. Contact centers that take credit card details have legal obligations to comply with PCI-DSS security standards. In order to achieve PCI-DSS compliance, company policies, software solutions implemented for call recording, and quality management must all comply.

The ZOOM QM Suite is a perfect solution to meet PCI-DSS compliance requirements.

 

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PCI - DSS Compliance Status 

The control screen

An overview of the system configuration shows the current status of the PCI-DSS requisites across the whole ZOOM solution.

 

 

PCI DSS Compliance Status Screen

 

 

Cisco Finesse

 

Protect Private Data

To comply with PCI–DSS security standards, the recording system must not record or store any cardholder data such as the CVV code. This mandates the ability to pause and resume voice and screen recording at the moment a customer provides sensitive data.

The pause and resume feature is available for both CallREC SPAN and active recorders as well as for ScreenREC. The pause or resume action is triggered either by an "Automatic Pause and Resume Module" based on pre-defined set of triggers, or by the third party application that connects to CallREC using an API. We also provide a seamless integration with Cisco Finesse Agent Desktop.

 

Encryption of recorded calls and screens

Encrypted Recorded Calls and Screens

The built-in key manager supports Public–Key Cryptography Standards for key storage (PKCS12, JKS, JCEKS) and encryption algorithms (AES, DES, Blowfish).

Logging of User Actions in Audit Log

User Actions Log

 The audit log tracks all the actions performed by every user, including all attempts to login to the system, and meets PCI-DSS requirements. 

Integrated Password Manager

Integrated Password Manager

All user accounts are secured with passwords that meet predefined security criteria, such as minimum password complexity and scheduled password expiration. The system is resistant to random login attempts.

 

Reach Contact Center KPIs

with Performance Booster

Performance Booster is a set of consultancy projects that accompany ZOOM software solutions. What matters is contact center or back office performance, not just the quality of the software delivered. We are ready to help you reach your business goals with projects aligned with your individual needs and current situation.

 

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 Performance Booster Detailed instructions

Mission
Launch
Ignition

Performance Booster Mission Project

Mission projects are designed to specifically target two of the most important KPIs for any contact center, Average Handling Time and First Call Resolution. Our solution is built on the foundation of ScoreCARD quality management application, and extends its usage to the next level.

 Decrease Average Handling Time

 Decrease
Average Handling Time

Decrease the average time needed for a single interaction. Process more calls with the same number of agents, or optimize for constant service level. Average Handling Time is crucial for outbound collections campaigns and defines the overall efficiency of the contact center. 

Read more about AHT

 Increase First Call Resolution

 Increase
First Call Resolution

Increase the average percentage of calls that are resolved without escalation, which is highly important for inbound campaigns related to customer satisfaction. Resolving calls in a single interaction saves the contact center money and gives the customer peace of mind. 

Read more about FCR

   

Performance Booster Launch Project

This project aims to help our clients build ScoreCARD into their quality management processes. We start with reviewing existing processes before installing ScoreCARD. We then ask what business benefits the contact center wants from the system. From there, we help our customers prepare ScoreCARD to run their processes by establishing standards and questionnaires, calculating realistic evaluation targets, training supervisors and other users and working with the data generated by the reporting suite.

Three Key Objectives

1) Define and develop consistent, clear and actionable quality standards. 

Manage key outputs, as well as the calls, chats and e-mails that agents produce, based on measurable and reliable results.

2) Define and develop short, medium and long-term goals.

Achieving these goals delivers better results at a lower cost.

3) Develop an end-to-end quality management process including scheduling resources.

Evaluate agents, influence their behavior, and improve performance.

Project Process

The project is delivered either onsite or via WebEx in two-, three- or five-day options based on individual needs.

 

Performance Booster Ignition Project

The "Ignition" workshop is designed to help participants understand how ScoreCARD as a business solution can address their operational and performance challenges. The workshop includes an audit of current quality and performance management processes and in the workshop we develop a sample evaluation form and a case study showing how ScoreCARD can be combined with the world famous Six Sigma methodologies to become a powerful tool to enable contact centers to overcome systemic challenges.

One-Day Project Agenda

  • QM audit
  • Systems user presentations (ScoreCARD)
  • Questionnaire development
  • Performance booster "Mission" presentation
  • Final Q and A session and next steps

Optimize Contact Center

and Back Office Business Performance

ZOOM Quality Management solutions are designed to help our clients reach their business goals. We have developed both software solutions and consultancy-based Performance Booster projects to help contact centers overcome their challenges and optimize their daily operations.

 

Optimize Contact Center and Back Office Business Performance

 

Get Started with Quality Management

ebook Get Started with Quality Management

download
Download

Are you interested in quality management best practises for contact centers?

Download the e-book Getting Started with Quality Management written by ZOOM contact center experts Liam Anderson (Senior Business Consultant) and Moses Velasco (VP Product). Get deep insights about:

  • Setting up the Quality Management Process
  • Designing and testing your questionnaires
  • Conducting evaluations
  • Analytics and root cause analysis, and more

Contact us to get the full e-book.

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Schedule Adherence
Agent Attrition
First Call Resolution
Average Handling Time
 

Schedule Adherence

Scheduling is an essential part of contact center management. A good resource manager will predict call volumes as accurately as possible using a combination of historical call volume data, judicious use of technology and, some might say, a touch of clairvoyance to create a schedule that will ensure that the right number of agents with the right skills are in the right place, on the right day, at the right time.

 

Poor Selection and Usage of Historical Data

 

Schedules based on historical data need to be based on the right historical data. Events from the previous year rarely if ever repeat themselves in exactly the same way. Last year’s heat-wave may be replaced by this year’s flooding. Call volumes may be influenced by new developments in the company, such as advertising campaigns, discounts and promotions, new product releases, the opening of new outlets or the arrival of new competitors on the market.

ZOOM WorkFORCE powered by Teleopti allows contact centers to produce and modify forecasts based on historical data, thereby giving the resource planner the means to adjust the data in order to smooth out irregularities. The planner can then use these forecasts to plan a schedule that is optimized to meet expected demand with the fewest violations of abandon rate SLAs.

ZOOM Workforce powered by Teleopti

The solution is designed to meet the demands for “intraday” management by helping operations staff react to rapidly changing circumstances. It can also contribute to reducing agent attrition by allowing agents to swap schedules with similarly skilled colleagues in cases where operational requirements are not affected.

Inaccurate Estimation of “Shrinkage”

When contact centers have more stable workforces, calculating schedules based on the previous year’s holiday entitlements may lead to an underestimation of the number of days off that the agents will take, especially in organizations where paid time off increases incrementally with seniority.

 

Flu epidemics can often wreak havoc on contact center schedules in the first quarter of the year resulting in more sick leave being taken by staff. While it is fairly easy to predict what will happen in the first quarter, it is not so easy to predict when exactly it will strike and how many agents will be affected. Similarly, adverse weather conditions which make it difficult or impossible for agents to report for work can be easily foreseen in terms of which month or quarter of the year they will occur. Once again, narrowing this down to a specific day is almost impossible.

Undocumented Manual Adjustment of the Schedule

Schedule adherence as a KPI is based on following the schedule produced by the contact center’s resource planner. As a result of unforeseen events such as those mentioned above, operations managers will often make manual or informal adjustments to the schedule, asking people to change their work times in order to address peaks in demand on a daily or hourly basis. This then manifests itself as a departure from the original schedule.

 Agent Attrition

Agent attrition - measured by the number of agents leaving a contact center in a certain period of time - can significantly increase running costs. If a contact center with 200 agents has an average agent “life span” of 12 months, this means that all 200 agents will need to be replaced in one year. In theory, if agent departures are equally distributed, approximately 17 agents need to be replaced every month.

 

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Address Key Drivers

with Our Solutions

 

Script Adherence

Driver:

A good script is one that will enable the agent to complete the call as quickly and effectively as possible while also allowing the agent room to use his/her personality to build a relationship with the customer. While there will always be some variation in adherence to scripting and processes across the calling floor, if a significant proportion of the agents do not follow the script and procedures, or if agents do not follow the script and complete interactions faster than those who do, reviewing the script and procedures may be a wiser investment of time and effort than forcing the agents to follow them.

Solution: 

Script adherence can be measured in ScoreCARD using questions related to script or process elements given in the order they are followed in the call. A questionnaire is used to evaluate calls recorded on CallREC. SpeechREC can be used to monitor 100% of all calls for key phrases in the script that need to be stated either for legal compliance or corporate branding purposes. The use of key phrases can also compel agents to complete tasks that would not normally be measurable with speech analytics. If agents are monitored on whether or not they say to the customer “Let me sum this up for you”, then they will be compelled to follow up this phrase with a short summary of the customer’s issue or need.

Product Knowledge

Driver: 

This is how well the agent knows the product or service he/she is representing to the customer and the processes and legal requirements that surround it. Ideally, product knowledge should be measured according to how well it is used to meet the customer’s needs during the interaction.
High agent attrition often goes hand in hand with poor training. Where agents are not trained in how to handle customer requests effectively and then held accountable for their “inefficiency”, they are likely to lose trust and loyalty to the organization and look for more satisfying opportunities elsewhere.

Solution: 

Product knowledge can be measured in ScoreCARD using a specific question group in a questionnaire. This questionnaire is used to evaluate calls recorded on CallREC and screen recordings captured by ScreenREC. You can use SpeechREC to monitor 100% of all calls for phrases used by an agent that indicate a lack of knowledge (“Let me check that for you…”, “I can’t find it in the database”, “I’ve never seen this problem before” etc.)

Call Handling Skills

Driver: 

This is how skillfully the agent controls various situations that occur during an interaction with a customer. It is the practical application of assertiveness and rapport to ensure that the conversation is managed in such a way as to meet the customer’s needs as quickly as possible while showing the greatest empathy and respect.
Poor training and coaching in call handling skills can often lead to agents feeling greater stress and dissatisfaction as they try to deal with “difficult” or angry customers without having the necessary soft skills to fall back on. Once again, when agents are held accountable for their deficiencies in these skills when they have not received the required training, they are likely to conclude that they can take their services elsewhere.

Solution: 

Call handling skills can be measured in ScoreCARD using a specific question group in a questionnaire. The questionnaire is used to evaluate calls recorded on CallREC. SpeechREC can be used to monitor 100% of all calls for phrases used by an agent that indicate highly developed assertiveness skills (“Let’s move on to the next question”, “Let me ask you another question”, “Let me tell you what we are going to do next” etc.)

Application Handling Skills

Driver: 

This is how efficiently and effectively the agent uses the various tools and applications he/she has been given access to in order to complete the task. Some agents find it quite challenging to converse with a customer and operate these systems at the same time, which often results in “dead air” or the agent's failing to find and load the correct pages in the shortest possible time.

Solution: 

Just as successful sportsmen are videotaped so their performance can be reviewed and improved by their coaches, ScreenREC and ScoreCARD enable team leaders to review and evaluate their agents’ performance as they use their applications according to specific criteria. A good coach using ScreenREC and ScoreCARD can turn his/her agents into the Michael Jordan of the calling floor!

 First Call Resolution (FCR)

FCR is a customer-oriented metric that is important for keeping customer satisfaction high and contact center expenses low. The more customer issues that are resolved during an initial single call, the higher the First Call Resolution. Customers prefer to have their problems solved as quickly as possible, without any escalations or gaps. First Call Resolution results in more customers being served.

 

Dealing with First Call Resolution? Try dedicated Performance Booster

Product Knowledge

Driver: 

How well the agent understands all the product features. The more confident the agents are about their product knowledge, the better the service that is delivered to the customer.

Solution: 

Focus on agent training with quality materials. Introduce a specific questionnaire section on product knowledge in ScoreCARD (Quality Management application), setup a process of continuous education and an evaluation cycle. Leverage SpeechREC (Speech Analytics) to monitor calls for phrases indicating possible lack of knowledge ("I don't know", "I need to ask...").

Call Handling Skills

Driver: 

How the agent handles various situations that occur during the calls. Is influenced by agent empathy, stress resistance and training. This driver is often important in the case of new agents, and somewhat less significant in seasoned professionals.

Solution: 

Train agents in effective communication and negotiation skills. Dedicate specific questions in ScoreCARD questionnaire to measure how clearly the agent responds, his/her ability to offer a satisfying explanation while maintaining an empathetic attitude.

Application Handling Skills

Driver: 

How confident the agent is in controlling the desktop application. Even excellent communicators can have difficulties when working in a non-user friendly environment.

Solution: 

Capture agents desktops with ScreenREC and evaluate agent skills using both voice and screens. See how effectively the agent works with the application based on customer questions. 

Script Adherence

Driver: 

Calling scripts should be defined in a way that optimizes the time spent with each call and increases customers satisfaction. While this is specifically true for collections and sales, it is also important for agents to adhere to the script as much as possible.

Solution: 

Using Speech Analytics, you can monitor calls that either miss mandatory phrases in their proposed parts of the call, or monitor calls that include forbidden phrases. Set up a group of speech tags in SpeechREC to represent groups of phrases mentioned and search easily for calls that need to be brought to the attention of managers.

 Average Handling Time (AHT)

AHT is the average time it takes an agent to complete a single interaction with a customer. This time span will normally include “talk time”, which is the time the agent actually interacts with a customer, and “wrap up ”, which is post-call clerical work the agent completes before moving on to the next customer. 

 

Dealing with Average Handling Time? Try dedicated Performance Booster.

 

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Address Key Drivers

with Our Solutions

 

Script Adherence

Driver: 

Ideally, scripts should be designed to standardize certain elements of the call for compliance purposes while also leading agents to follow the fastest route to complete the transaction. Where agents do not follow the script or process guidelines they have been given, this leads to inconsistency in customer care and lengthens the time taken to resolve cases.

Solution: 

Script adherence can be measured in ScoreCARD using questions related to script or process elements given in the order they are followed in the call. A questionnaire is used to evaluate calls recorded on CallRECSpeechREC can be used to monitor 100% of all calls for key phrases in the script that need to be stated either for legal compliance or corporate branding purposes. The use of key phrases can also compel agents to complete tasks that would not normally be measurable with speech analytics. If agents are monitored on whether or not they say to the customer “Let me sum this up for you”, then they will be compelled to follow up this phrase with a short summary of the customer’s issue or need.

Product Knowledge

Driver: 

This is how well the agent knows about the product or service he/she is representing to the customer and the processes and legal requirements that surround it. Ideally, product knowledge should be measured according to how well the agent uses it to meet the customer’s needs during the interaction.
High agent attrition often goes hand in hand with poor training. Where agents are not trained in how to handle customers’ requests effectively and then held accountable for their “inefficiency”, they are likely to lose trust and loyalty to the organization and look for more satisfying opportunities elsewhere.

Solution: 

Product knowledge can be measured in ScoreCARD using a specific question group in a questionnaire. This questionnaire is used to evaluate calls recorded on CallREC and screen recordings captured by ScreenREC. You can use SpeechREC to monitor 100% of all calls for phrases used by an agent that indicate a lack of knowledge (“Let me check that for you…”, “I can’t find it in the database”, “I’ve never seen this problem before”, etc.)

Call Handling Skills

Driver: 

This is how skillfully the agent controls various situations that occur during an interaction with a customer. It is the practical application of assertiveness and rapport to ensure that the conversation is managed in such a way as to meet the customer’s needs as quickly as possible while showing the greatest empathy and respect.

Solution: 

Call handling skills can be measured in ScoreCARD using a specific question group in a questionnaire. The questionnaire is used to evaluate calls recorded on CallREC. SpeechREC can be used to monitor 100% of all calls for phrases used by an agent that indicate highly developed assertiveness skills (“Let’s move on to the next question”, “Let me ask you another question”, “Let me tell you what we are going to do next” etc.)

Application Handling Skills

Driver: 

This is how efficiently and effectively the agent uses the various tools and applications he/she has been given access to in order to complete his/her task. Some agents find it quite challenging to converse with a customer and operate these systems at the same time, which often results in “dead air” or the agent failing to find and load the correct pages in the shortest possible time.

Solution: 

Application handling skills can be measured in ScoreCARD using a specific question group in a questionnaire. The questionnaire is used to evaluate the video playback created from screen captures produced by ScreenREC. When it turns out that several agents are having issues using the applications as quickly and effectively as possible, this may reveal an additional training need or even a user interface issue in the application itself.

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