Posted by Rachel Sauerbrey on May 11, 2011
Healthcare businesses are rapidly expanding call recording throughout their organizations to improve patient satisfaction and document patient related communications for compliance. Because of increasingly strict federal, state, and industry regulations aimed at protecting sensitive data, an understanding of the required rules and standards and how they relate to call recording is critical. In fact, did you know:
- Per HIPAA, Audit Controls are required.
- Under PCI DSS, no sensitive authentication data can be stored after authorization.
- Effective September 16, 2011, the NACHA Operating Rules will permit recurring debit transactions over the phone, however they must be recorded.
dvsAnalytics’ latest white paper – Call Recording for Healthcare: Compliance Rules & Regulations for HIPAA, PCI and NACHA – addresses these topics and breaks down the key regulations pertaining to the healthcare industry and how health and financial information are protected. It also assists the reader in determining technology solutions and processes to ensure compliance. To learn more about this topic, download this white paper now.
After reading the white paper, please share your thoughts with us. We’re eager for your feedback!
Posted by Rachel Sauerbrey on March 9, 2011
Today’s hospitals and healthcare practices can increase patient satisfaction, manage compliance, minimize miscommunication and reduce liabilities by gaining insight into every interaction. Seeing and hearing what takes place when staff schedules patient appointments, refers physicians or assists with emergency situations helps healthcare firms guarantee proper patient care and maintain compliance with the latest regulations. Call and screen recording solutions also help:
- Resolve disputes
- Document electronic and verbal requests and authorizations
- Ensure accurate billing, debt collection, accounts receivable, etc.
- Capture customer/business intelligence
Healthcare establishments considering investing in a recording, quality management and analytics solution should make certain the solution contains certain security features, such as:
- User access controls: Define who can access which data records and what their permissions are, like the ability to evaluate a call or playback an encrypted call.
- Audit logs: Monitor all user and system activity. See who did what with what information; this helps with compliance auditing.
- Data encryption: Protect patient data and stay HIPAA (Health Insurance Portability and Accountability Act) compliant. Under HIPAA, all PHI (protected health information) that is individually identifiable, such as one’s social security number, medical condition, billing information, etc., must transmitted and/or downloaded in an encrypted format.
- Disaster recovery: Maintains a backup of all files which can be quickly accessed in the event of a system outage, corruption, etc.
- Off-site electronic data storage: Having an off-site data storage makes certain that your electronic data will be accessible in the event of an emergency.
Couple these security technologies with recording and analytics, and maintain compliance while focusing on your main priority – taking care of patients.
Encore™ for Healthcare incorporates call recording, screen recording, quality management, reporting and analytics in a unified solution, designed to provide healthcare systems, rural hospitals and healthcare practices with a 360 degree view of the patient experience.
Encore for Healthcare also includes defined user access controls, audit logs, data encryption, disaster recovery, off-site electronic storage, etc.
Please share your thoughts with us.
Posted by Kathleen Kelly on January 7, 2011
Market demands, new or updated technology, and customer requests help define and shape the Encore™ roadmap which kept our development team busy in 2010. As we enter this new year, we are in the midst of rolling out packaged releases, most of which are free to customers on technical support agreements. From the new browser based platform to expanded desktop and speech analytics, Encore users have much to look forward to. The list below tells you more:
- Encore 3.0 browser-based platform: This will wow you! Search and retrieve recordings from any browser. Libraries and play lists replace recording files and filters. You’ll receive a streamlined player with color coded waveforms and the ability to add tags or notes, skip silence and much, much more.
- Web API: Expand searchable data in your recordings by capturing call specific data from the desktop. Also includes new web-based capabilities to set triggers for start-stop commands and encryption.
- Desktop Analytics: Sends data from desktop applications and desktop events via eCapture to Encore for workflow process improvement.
- Speech Analytics: Allows for refined call review (only listen to questionable parts of calls) and keyword tagging (competitor info, inappropriate language, etc.).
- Encore Reporting Services: Ad hoc reporting has never been easier! Using Microsoft Report Services, you’ll benefit from an industry standard report builder while still having on-demand or scheduled reports and extensive drill-down capabilities.
And this is just the beginning! Our developers are busy with even more this year, so stay tuned. Is there anything you’d like to see added? Please share with us your thoughts.
Posted by Rachel Sauerbrey on December 22, 2010
When preparing for a new year, always look back on the current year and ask yourself “what worked, what didn’t and what can I improve?” Each of the Encore modules and features were designed to fulfill a need. Or, in spirit of the New Year, support a resolution and a positive change for the new year. We thought this week’s post should focus on how Encore call recording and analytics can help you achieve your resolutions, by resolving to:
- Coach and train…using CenterPlus. Review a percentage of every agent’s interactions, score their performance and then email the agent the completed scorecards and copies of the interactions for training and improvement.
- Serve your customers better… using CenterPlus Evaluations. Gather customer feedback, including their needs, wants and recommendations, and gain a competitive advantage.
- Obtain a 360° view of every interaction…using Screen Recording. Resolve disputes, improve processes and increase customer satisfaction by recording all desktop activity.
- Expand your documentation…using 100% Call recording. This audio audit trail helps verify sales, minimize liability risks and prove adherence to compliance regulations.
- Secure sensitive data…using Encryption. Show your commitment to compliance by protecting credit card numbers, social security numbers and patient-related information.
- Expand search and retrieval options…using ECAPI. Enhance the customer experience by capturing specific customer data from the desktop and the switch to search on later.
- Enhance processes and procedures…using Desktop Analytics. Improve process effectiveness by analyzing desktop usage, such as applications used and usage duration.
Part 2 of this post will be continued the week of January 3rd, with our 2011 product deliverables.
Please share with us your 2011 resolutions!
Posted by Rachel Sauerbrey on December 15, 2010
Is there a new process or best practice that you’d like your contact center or enterprise to consider implementing in 2011? Or how about a new technology solution that delivers improvements in agent performance and provides a view of all desktop, evaluator, and system activity? With the New Year nearly upon us, now is the time to submit our “Wish List” (and cross our fingers). The below Top 10 Holiday List includes mixture of technologies, programs and processes that can deliver significant results while also enhancing agent and customer satisfaction:
- VoIP Call and Screen Recording infrastructure provides a software-only solution that records calls in all IP environments and delivers an expanded communication channel. Users also benefit from quick installs and cost-savings.
- Provide your sales and support staff with Desktop Analytics to improve process analysis. Enabling managers to see all desktop events, including the amount of time spent on various applications or tasks, will pinpoint ineffective process and procedures.
- Introduce Speech Analytics to your service/support and sales/marketing departments to obtain customer insight, gain competitive information, quickly identify and address issues, increase revenue, improve regulatory compliance and increase customer satisfaction.
- Use Text Analytics to see what is being said about your brand on blog posts, text messages, Facebook, Twitter, Web chat, etc. Knowing what is being said in real or near real-time is essential for a timely and relevant response.
- Stay Compliant. Ensure that your call recording solution complies with the latest Payment Card Industry Data Security Standards (PCI DSS). Protecting sensitive customer data is a necessity for organizations today.
- Implement an At-Home Agent Program to reduce attrition, improve productivity by 35-40% and save your organization money (up to $30,000 per employee!).
- Create a Formalized Quality Monitoring or Evaluator Certification Program for managers and new evaluators to ensure training and scoring consistency.
- Gain up-to-the-minute intelligence by investing in a Web-based Dashboard that includes drill down capabilities and operates in real-time. Integrated analytics and reports allow for quick coaching tips.
- Create a culture in which agents regularly listen to their own recordings, complete Self Evaluations and participate in calibration sessions to improve agent presentation and professional skills and increase customer satisfaction.
- Develop and Implement a Corporate Social Media Strategy with defined roles and clear and measurable objectives.
I am not suggesting that you need to incorporate all of the above “wishes” into your 2011 strategy. Not only is that not practical, but I doubt most companies have enough time or financial resources to do so. Instead, review your 2011 objectives to see which items align more closely with the goals of your organization. If you’re still not sure which item(s) will bring the most bang for its buck, consider your customers. Will the adoption of a new strategy, process, or technology improve customer satisfaction? If the answer is “yes,” then the investment is priceless.
So, what’s on your 2011 Wish List? Please share with us!
Posted by Rachel Sauerbrey on December 2, 2010
dvsAnalytics’ blog was launched in conjunction with the Company’s website redesign. The objective of the Blog is to provide a place to share best practices in call recording, compliance, quality monitoring and analytics. Also, postings are encouraged that dispel and clarify myths associated with technology choices, trends and configurations related to recording and analytics. If there is a topic that you would like to see addressed here, please take a moment to share that with us. Your participation and feedback are much appreciated.
Posted by Kathleen Kelly on December 2, 2010
Our customers often ask us whether they should install their Encore VoIP call recording system on the SIP trunk-side or station-side. Which recording method to use depends on what calls you need recorded and which method is more cost effective.
If your requirements are to only record internal and external live person calls, then station-side is the way to go. If, on the other hand, you want to record calls into your IVR, ACD messages (such as proving that the message is playing “this call may be recorded for quality purposes”), as well as calls that are forwarded to cell phones, then trunk-side is your only choice. The chart below reflects the appropriate configuration depending upon recording requirements.
You will save investment $’s by installing your Encore IP recorder trunk-side if you have significantly fewer trunks than stations or if your business has a mix of IP and traditional digital phones. On the other hand, Encore IP call recording station-side may represent a cost savings if there are fewer stations than trunks coming into your switch or if your phone system is IP but the trunks coming into the system are traditional phone lines (analog or PRI) and not SIP trunks. As summarized in the chart below, you can benefit from the cost savings associated with pure IP, even when you have a mix of phone and trunk types, by selecting the appropriate configuration.
For more information on this topic, download dvsAnalytics’ White Paper, VoIP Call Recording – Dispelling the Myths.
We are interested in your experiences with SIP Trunk-side and Station-side recording systems. Please share your comments.
Posted by Rachel Sauerbrey on December 1, 2010
Hearing that a complicated, multi-site install went smoothly, or that a customer credits Encore for their agent productivity improvements, or that 10 resellers successfully completed reseller certification training, makes our day. Your success is truly our success. Please continue to share your success stories and experiences with our solutions and staff here.
Below are a few testimonials we recently received:
“dvsAnalytics is a pleasure to work with. Their sole focus in on call recording and improving agent performance. dvsAnalytics has a personalized approach to each installation and is always willing to work with their dealers to assist with marketing plans. I highly recommend them as a vendor to any dealer interested in focusing on call recording.” – Ned Sheehan, Reseller, Access Voice and Data Solutions
“After a comprehensive review of the leading telecom and call recording options, the pairing of the ShoreTel PBX and dvsAnalytics’ Encore Call Recording solution was the clear choice for our business. Platform up-time, flexible management across multiple locations and compliance with strict industry regulations was essential. We are pleased with this partnership.” – Scott Burkhardt, CIO of Wakefield and Associates
Thank you Ned and Scott for your positive comments!
Posted by Rachel Sauerbrey on December 1, 2010
According to Wikipedia, a best practice is a “technique, method, process, activity, incentive, or reward which conventional wisdom regards as more effective at delivering a particular outcome than any other technique, method, process, etc. when applied to a particular condition or circumstance.”
In simpler terms, a best practice usually results in performance or process improvements.
Earlier this year we held a Quality Monitoring Best Practices, Tips, and Tricks webinar (led by Encore customers Arizona Federal Credit Union and Sage Payment Solutions) that touched on this very subject. Arizona Federal Credit Union’s Evaluator Certification Course and Sage’s Universal Quality Assurance Form are just a few of the best practices they shared. To view the webinar, and learn how their best practices resulted in greater scoring consistency, improved policies and procedures, and a 50% improvement in at-home evaluator productivity, click here.
We all have best practices, and now we have an open forum in which to exchange them. Let the sharing begin!