Do you have a call recording solution in your contact center? A consistent, intuitive system for recording all calls and interactions that evaluates how they are handled enables you to provide agents with the tools they need to deliver top-notch customer service every time. Learn about the 5 dangers of not having call recording in your contact center.

1. 5 DANGERS OF NOT HAVING CALL
RECORDING IN YOUR CONTACT CENTER

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AGENDA
Company backgrounds
5 dangers of not having call recording in your contact center
Best practices for call recording in healthcare
Questions

3. 3
BACKGROUNDS
HigherGround
• Premier call/interaction
recording developer
• Over 40 years experience
• OEM for several major
companies
• Integrates seamlessly with
HIT systems
Spok
• Clinical communication and
collaboration platform
• Solutions deliver
information quickly and
securely into the hands of
hospital staff who need to
act on it
• Work with 1,900+ hospitals
Partnership since 2005

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Violating
Regulatory
Policies
Unhappy
patients
Unproductive
agents
Misunderstanding
the customer voice
Poor liability
management
5 DANGERS OF NOT HAVING CALL RECORDING IN YOUR CONTACT CENTER

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DANGER: VIOLATING REGULATORY POLICIES
Recording and storing all telecommunication interactions is essential.
Accuracy in
reporting
HIPAA audits Assist in showing
compliance

6. 6
DANGER: UNHAPPY PATIENTS
• Proper training = improved interactions
with patients
• Ensure that agents are meeting the
organization’s requirements for
increasing patient satisfaction and
retention
– Review recordings
– Issue performance grading

7. 7
DANGER: UNPRODUCTIVE AGENTS
• Develop scripts from previous calls
• Review screen recordings to improve
processes
• Agents can learn from each other
Empower your agents

8. 8
DANGER: MISUNDERSTANDING THE CUSTOMER VOICE
Call recording allows you to better understand
your customers’ needs.
Why are they going to your hospital?
Are their issues being resolved?
Did they get the information and help that they
were looking for?
Reputation management: Are they
satisfied/dissatisfied? Why?

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DANGER: POOR LIABILITY MANAGEMENT
• Communication issues are
often at the core of critical
failures and sentinel events
• Call recording allows you to
revisit the communications in
question
– Malpractice case
– Dispute resolution
A review of reports from the Joint
Commission reveals that
communication failures were the
root cause of over
70%
of sentinel events.1
1 Source: https://www.ncbi.nlm.nih.gov/books/NBK43663/

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BEST PRACTICES FOR RECORDING IN HEALTHCARE
Document interactions
Assess performance
Ensure compliance
Reporting analytics

11. 11 PHONE EMAIL CHAT RADIO SMS GIS MOBILE VIDEO PHOTO
BEST PRACTICE: DOCUMENT INTERACTIONS
Supporting risk management
with accurate data.
Ensuring accountability and
expedite dispute resolution.
Creating a record of incoming
and outgoing calls.
Improve operational and
financial outcomes.
Ability to replay calls with
timestamp and in sequence.
Establish audit trail between callers
and employees.
Challenge
Multi-Channel Recording
Outcome

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DOCUMENTING VIA RECORDING
• Record phone, radio, email,
text, video, chat, or mobile
• Capture associated metadata
• Screen capture records
workstation activity
• Monitor live calls or retrieve
and replay later

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BEST PRACTICE: ASSESS PERFORMANCE
Agent
Evaluation
Record
Grade
Report
Manage
Increase caller satisfaction
Script adherence
Dispute resolution
Accountability
Manage call takers
Identify training opportunities
Quality Assurance

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BEST PRACTICE: ENSURE COMPLIANCE
Protect patient data
Track PHI data
Compliance

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• Key Performance Metrics (KPIs)
• First Call Resolution (FCR)
• Number of calls taken
• Establish performance benchmarks
• Identify gaps in staff training
• Reward top performers
Metrics to Report
Continuous Improvement
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
Sam
Sarah
Jill
Becky
Tom
Jennie
Calls handled Called back
BEST PRACTICE: REPORTING ANALYTICS

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Provide an audit trail of phone
activities
CALL ACCOUNTING
Enables you to log the date, time, and duration of all calls made and received by your staff.
Gain accurate bill-back
information and staff telephone
usage
Detect improper use of corporate
resources

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CALL ACCOUNTING
• Automatic report scheduling and
integrated email distribution
• Up-to-the-minute monitoring
• Built-in toll fraud alarms
• Tenant and account code billing
• Directory import scheduler
FEATURES
• Scalable to meet your changing
needs
• Easy to use
• Monitor activity enterprise-wide
• Concurrent system administration
BENEFITS

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