Tips for Ensuring Your Call Center Is Data Privacy Compliant with Kevin Levi of OrecX
Are you call-recording compliant? The answer is pretty murky, actually, depending on the country or state you're located in. That uncertainty is leaving call center managers fearful for their own compliance, according to a survey conducted by OrecX, a Chicago-based company that provides contact centers with call-recording software for customer service, compliance and employee performance. Host Shelby Skrhak sat down with Kevin Levi, Vice President of Marketing for OrecX, to discuss in this new episode of MarketScale's Software & Technology podcast. In September, OrecX surveyed call center managers spanning a number of industries including financial, collections, insurance, healthcare and high-tech to discover what regulations were most concerning to them. "Number one was GDPR, number two was call monitoring consent by individual states in the United States, and then PCI, Do Not Call and HIPAA after that," Levi said. "These are the issues everyone's really dealing with." Specifically, more than a quarter of respondents said heavily-enforced privacy regulations for Europe's GDPR laws (43%), PCI credit card data (37%) and health-related HIPAA (27%) were most concerning. Survey respondents were allowed to select multiple regulations, so the numbers don't add up to 100 percent. "The best default is to make sure you get consent from whoever is on the call," Levi said. "If you're talking to a customer, prospect or partner and you chose to record, make sure you're getting every person on the call's consent." For more resources about call-recording compliance, OrecX offers eBooks, blogs and a primer on relevant laws to help consumers better understand the ins and outs of call recording. Visit https://www.orecx.com/resources/ for information.
Innovative Ways to Use Call Recordings for Marketing and More with kevin Levi of OrecX
On this episode of our Software & Technology Podcast, host Tyler Kern sat down with frequent guest Kevin Levi, vice president of marketing for OrecX, to discuss innovative ways to use customer call recordings for smart, informed marketing campaigns and other uses. OrecX provides contact centers and Business Voice Over IP Providers with full-featured, reliable, and very easy to use call recording software at a fraction of the cost of competing solutions. Companies often use call recording for monitoring the performance of their employees, customer service, compliance, and dispute resolution. But there are other uses for this technology, including learning from your customers, Levi explained. “In terms of ‘the voice of the customer,’ many organizations spend hundreds of thousands of dollars commissioning analyst reports to learn about their buyers,” Levi said. “But if you’re listening to call recordings of your customers, you’re getting firsthand information that’s even richer than that data.” Taking it a step further from the voice of the customer, Levi said call recording can help marketing teams assemble more accurate buyer personas. “It’s imperative to keep their ear to the ground,” he said. Motivating staff is another compelling way to use call recording. “Imagine firing up your staff by playing an exciting customer-praising recording … with a customer’s positive reaction to a product, or a marketing campaign,” Levi said. “That can go a long way.”
Harnessing the Power of Customer Interactions with Kevin Levi of OrecX
Data, data, and more data. It’s what allows businesses to make informed decisions and optimize the customer experience. To expand on this, we sat down again with Kevin Levi, Vice President of Marketing for OrecX, a call recording company. You’ve heard him on the Software & Technology Podcast before; we discussed the overall value of call recording and which positions, from customer service to CEOs, could find value in consistent call recording. This time around, we go into greater detail about the value it can provide in the worlds of sales and marketing. “I think we’ve entered into a new era. This technology isn’t necessarily brand new, but the adoption rate continues to grow, so companies are starting to really see the value in analyzing their customer interactions,” Levi said. He not only explains the benefits it provides in both sales and marketing, but how to maximize and follow through on the best practices for each. In addition, he also breaks down why some companies are still feeling trepidations when it comes to gathering and analyzing this kind of data.
Who Benefits from Call Recording Internally? with Kevin Levi of OrecX
Call-recording technology is a simple but effective way to provide value to a company from just about any industry, empowering consumer insight, quality control and providing data for important company-wide decisions. On today's podcast, we're joined by Kevin Levi, VP of Marketing for OrecX. Last time we spoke on the external benefits of call recording technology; which industries benefit from it and how. This time, we're digging in deeper, exploring the internal benefits of the software; how can individual roles and departments within a company find value and often financial gain with call recording, from the compliance officer to the CEO?"The CEO is going to be benefiting from all the intelligence the call recording system feeds to all the departments," Levi said. We also get a look into the evolution of the technology itself, how it's reflective of a software trend toward open source systems that're removing barriers to accessibility, and how these innovations are putting this tech in the hands of small companies and start-ups as well."Imagine a CEO who has those weekly town hall meetings...what if he or she were to play a portion of a really positive call where somebody was praising the company up and down," Levi said. "Putting the voice of the customer out there for the staff to hear in some sort of motivational manner, could have a really big impact."For the latest news, videos, and podcasts in the Software & Electronics Industry, be sure to subscribe to our industry publication.Follow us on social media for the latest updates in B2B!Twitter – @TechMKSLFacebook – facebook.com/marketscaleLinkedIn – linkedin.com/company/marketscale
This Call May Be Recorded with Kevin Levi of OrecX
We're used to the phrase "this call may be recorded for quality assurance purposes" by now; it's in practically every customer service hotline. 20 years ago this wasn't the case, and even now, not all businesses have been educated on the value of call recording technology. Kevin Levi, marketing manager for OrecX, is a veteran of the call recording industry, and has seen the improvements in tech and the spread in adoption. "Most call centers with more than two people in them, just about every single one today uses call recording for quality assurance or for compliance," Levi said. Though call recording software is common place in call centers, Levi still sees a struggle in convincing all businesses that they could benefit from this simple yet insight-bringing software. He joined us on this Software & Technology podcast to reveal the varied but essential benefits of empowering a company with call recording capabilities, from consumer insight to verification. Levi walked us through changes in speech detection technology and sorting metadata, as well as how OrecX educates their customers authentically.For more information on OrecX and to learn about ways, you can visit their website and read through their blog.For the latest news, videos, and podcasts in the Software & Electronics Industry, be sure to subscribe to our industry publication.Follow us on social media for the latest updates in B2B!Twitter – @TechMKSLFacebook – facebook.com/marketscaleLinkedIn – linkedin.com/company/marketscale