Understanding Copyright Law: What Call Centres Need to Know
First impressions matter a lot. And one of the first experiences a customer has with a company is often the answering machine or IVR . The music used in these systems plays a crucial role in creating a welcoming and professional atmosphere, but it is essential not to underestimate the importance of respecting copyright laws.
The basics of copyright law
Copyright is an essential component of the protection of intellectual property. They guarantee creators control over their works.
This means that any original creation, whether texts, photos, music, is automatically protected by copyright as soon as it is created. These rights include:
Right of reproduction: This is the right to authorize the reproduction of your musical work, whether in the form of a recording, a physical or digital copy.
Right of distribution: . This is the right to transmit or make music available to the public.
Right of public communication: This is the right to authorize the public communication of the work, whether on radio, television, on the internet, etc.
Right of transmogrification: This is the right to authorize the creation of derivative versions of the musical work, such as remixes, instrumental versions or adaptations into other languages.
SACEM intervenes abroad either directly by creating a dedicated company, or by concluding a representation agreement with a local society of authors
Copyright infringement can have serious legal consequences. Penalties vary depending on the severity of the violation, but can include substantial fines, damages to be paid to the injured party, or even prison time. It is essential to ensure that you comply with all copyright laws and check the appropriate licenses to avoid any legal issues related to the use of music for your answering machines and music on hold.
The use of music by call centers
When using our business phone software at Ubicentrex to manage answering machines, there may be specific challenges related to the use of music. Choosing the right music is essential to providing an enjoyable experience for your callers, but respecting copyright is just as crucial.
To choose music without infringing copyright, you have several options:
- You can opt for licensed music, which means you have obtained permission from the artist or record label to use it.
- There are also online music libraries where you can purchase tracks with specific usage licenses.
- You can choose royalty-free music, which is usually free provided you follow the terms of use specified by the creator. This music is not subject to any royalties from SACEM and SCPA . If you want to check that music is copyright free, you can consult the catalogs of these same two organizations. It is not obligatory to declare the use of royalty-free music to organizations.
- The fees paid to SACEM cover the rights of the authors responsible for the lyrics and the composers behind the music you use. At the same time, payments to the SCPA are intended to compensate the artists performing these songs as well as the producers who financed the recordings you use. It is important to note that even if you have made a declaration to SACEM for musical use while waiting, this does not exempt you from the obligation to obtain prior authorization from the SCPA.
Public domain
A musical composition enters the public domain as soon as the exclusivity on this work expires, i.e. after a period of 70 years from January 1 of the year following the death of the author. Therefore, it is no longer necessary to pay copyright fees or obtain permission to reproduce or use the work. In other words, it’s perfectly legal to choose Beethoven’s Third Symphony or compositions from before the 1950s as your phone on hold music.
Ubicentrex offers you different music. When music is not copyright free, we notify it.
Please note, if you choose no-royalty free music, it is your responsibility to make the declarations and pay the royalties.
Teleconsultation: Everything You Need to Know
Teleconsultation has been developing in France since 15 September 2018. After several unsuccessful attempts to book an appointment with your doctor, you decided to try teleconsultation.
What Is Teleconsultation?
Teleconsultation is a remote medical consultation during which a doctor, whether a general practitioner or a specialist, examines a patient via video. The patient may be assisted or unassisted by another healthcare professional (for example a nurse, pharmacist, or another doctor).
Telemedicine solutions have become essential to improving access to healthcare. Teleconsultation facilitates medical care for patients with chronic illnesses, mobility issues or those living in medical deserts.
Who Can Provide Teleconsultation?
Any doctor can offer teleconsultation, regardless of their specialty, place of practice or type of medical structure (private practice, multi professional health center, clinic, hospital, retirement home, etc.). Teleconsultation is available throughout mainland France as well as in overseas departments and regions including Mayotte.
Teleconsultation must follow the coordinated care pathway, which means you must initially be referred by your usual general practitioner. A teleconsultation with a specialist should therefore be carried out after a referral from a doctor, usually your primary care physician.
General Practitioners
Dentists
Legal Professionals
Ubiclic is not only for healthcare
Ubiclic: Teleconsultation and Appointment Scheduling for Everyone
How Does Ubiclic Teleconsultation Work?
1. Online Scheduling – Book Your Appointment Online
Log in to Ubiclic. Search for a specialty, then choose the practitioner and time slot that suits you. Select the teleconsultation option and validate your appointment. You will receive a confirmation email or SMS. A bank pre authorization will be applied when you confirm your booking.
2. Upload Your Medical Documents
Teleconsultation allows you to receive a digital prescription after a virtual medical examination. This type of prescription cannot be altered, and it saves considerable time.
3. Attend Your Teleconsultation
Log in to your Ubiclic account. In the “My Appointments” tab, a green blinking camera icon will appear. Click it to enter your virtual waiting room. Authorize access to your microphone and camera.
Log in to the waiting room 15 minutes before your teleconsultation begins.
4. Billing – Reimbursement of Teleconsultations
Online consultations are eligible for reimbursement by the French National Health Insurance. Ubiclic also offers third party payment with practitioners who support it, meaning you don’t need to pay upfront as long as you are registered with Social Security and have complementary health insurance.
Before starting the teleconsultation, the doctor is legally required to obtain the patient’s consent. Just like an in person consultation, the doctor is bound by medical confidentiality and must ensure the privacy of your information.
The Benefits of Telemedicine
Telemedicine: A Response to Medical Deserts
Telemedicine can help address the problem of medical deserts areas where healthcare professionals are scarce or absent. In these regions, limited access to healthcare can have severe consequences for residents.
Online Consultations: A Solution to Mobility Issues
People who cannot travel can now obtain medical advice more easily, particularly those living in rural areas.
Reduced Waiting Room Time
No need to wait in a doctor’s waiting room where viruses may circulate. Teleconsultation lets you speak to a doctor from the comfort of your home. It is considered an effective way to reduce contamination risks in waiting rooms.
Improved Quality of Care
Telemedicine can improve the quality of care by allowing healthcare professionals to collaborate more easily and share important medical information in real time.
Les questions courantes autour de la téléconsultation
A patient may be accompanied by a family member during an online consultation. However, for billing and medical reasons, a single teleconsultation applies to one patient at a time. The appointment always concerns one person.
With the patient’s prior consent, the doctor may conduct the teleconsultation in the presence of another healthcare professional such as a pharmacist, a nurse or a healthcare worker from a nursing home (EHPAD). This is entirely permitted and can help ensure better coordination of care.
A stable internet connection is essential to ensure a high-quality teleconsultation, avoid glitches and limit the risk of interruptions or disconnections.
You need a connection speed above 2 Mbps. This is the case for 99 percent of ADSL connections and for 100 percent of fiber-optic connections.
You can check your internet speed here.
Any device capable of supporting a video call is sufficient, as this is the only essential requirement. The consultation can be carried out using a computer, a tablet or a smartphone.
How to Maintain High-Quality Customer Service During the Holiday Season
Although Christmas is traditionally a time of joy, the celebration has become highly commercial. For many businesses, it is the period of the year with the highest sales. And where there are sales, there is after-sales service. Which means: customer support.
Prepare Your Contact Center Ahead of Time
Analyze the statistics from previous years
Your call center software includes a statistics module that can save you time and headaches. Review historical data from previous years to identify peaks and dips, then adjust staffing accordingly.
This period is one of the worst to be understaffed.
Key metrics to monitor
• inbound call volume
• average handling time
• average response time
Start by being as clear as possible about business hours and opening days using a pre-answer message, to avoid frustrating customers.
The final step is to create call scripts to support agents and guide their conversations during high-volume periods. Give them some comfort during this busy season.
60 percent of customers will not return after just one bad experience.
Automating Customer Service
Good preparation starts with anticipating customer needs.
By analyzing which products generate the most after-sales inquiries, you can configure a chatbot with the most frequent questions, reducing inbound call volume.
Next, pair it with live chat, giving customers the option to dig deeper into topics not covered in the chatbot.
Finally, create clear support documents addressing recurring issues, so customers find answers quickly.
48 percent of consumers end a chat session if their issue is not resolved within five minutes.
Key Features That Reduce Wait Times
Thanks to good anticipation, you’ve reduced the number of calls and resolved many issues already. Great.
But you won’t be able to handle everything this way. That’s where your queue management system becomes essential to minimize missed calls.
Consumers expect less than one minute of waiting time when calling customer service. Here’s how to optimize your queue.
The Ubicentrex solution includes features specifically designed for peak periods.
Call centers can enhance inbound call processing by combining a well-designed IVR (Interactive Voice Response) with ACD (Automatic Call Distribution).
ACD uses predefined routing rules based on agent skills, ensuring customers reach the most qualified advisor as quickly as possible.
- Encourage callers to leave a detailed message explaining their issue and call them back as soon as possible. This saves them from waiting in the queue.
It’s crucial to have a system that allows customers to schedule a callback at the time of their choice.
The Advantage of a SaaS Solution: Harnessing the Cloud
IP telephony, or VoIP, increases the efficiency of your customer service during peak periods.
It adapts in real time to your business needs.
If you exceed your expected call volume and need additional agents, you can deploy them instantly and allow them to work remotely, without disrupting your operations.
The Holiday Season: A Human Opportunity You Shouldn’t Miss
Bring holiday spirit into your call center
At this time of year, shops, streets and homes are decorated with lights and music.
Don’t let your call center feel dull and grey.
Decorate with a Christmas tree and festive ornaments to brighten the workspace.
Another source of motivation: treats.
Chocolates and holiday snacks are inexpensive and show employees that you appreciate them.
You can also give personalized holiday cards to your team, just as suppliers send cards to clients.
Avoid generic printed messages. Write a personal note for each agent.
“The happier your employees, the more satisfied your customers will be.”
“Take care of your employees and they will take care of your business.”