Business companies are increasingly relying on call monitoring software as a means of assuring that the customer experience is generally a positive one, and will encourage future calls and future business. In addition, call monitoring can be used very effectively to track agents’ progress and to increase their education and interactive expertise with clients. Collectively, call monitoring amounts to a very useful Quality Control strategy which should be one of your company’s most useful performance tools.
On the flip side of that coin, call center environments which lack any kind of call monitoring system are subject to numerous mishandled phone calls, potentially poor customer relationships (including lost customers), and no really effective means of improving agent performance on calls. Here are some other ways that call monitoring can be a huge advantage for a business, and can drastically reduce mishandled calls in the call center.
New agent training
One of the best uses for call monitoring can be to train new agents at the call center. When new hires are brought into the call center, they can be set up to listen in on relatively experienced agents as they conduct calls with clients in a manner which follows company guidelines, promotes company products and services, and remains attentive to customer concerns and needs. This can be an invaluable learning experience, and when the new agent is ready to take calls, he or she can be monitored in turn and later provided with feedback that will help to improve future performance.
Improved feedback for agents
When reviewing performance with agents, it can be very helpful to use extracts from prior calls to point out precisely where they may have stumbled, so that concrete feedback can help them improve. When call monitoring is used in tandem with call scoring, a highly quantitative assessment of agent performance is achievable, both for individuals and for the entire team at the call center. From this kind of aggregated data, it’s very possible to develop some kind of Best Practices manual which can then be used by everyone at the call center.
Improved customer experience
This may be the most important benefit of regular call monitoring, since customer relationships are literally the lifeblood of your business. When agents are able to successfully resolve problems or queries from customers on the very first call, that means follow-up calls will be unnecessary, and that any kind of frustration can be avoided. Because agents’ knowledge of the business and their understanding of performance requirements have been improved through call monitoring, they are better able to satisfy customers and maintain good business relationships. In the event that an individual agent develops a pattern of mishandling customer calls, this behavior can be identified quickly and appropriate measures can be taken.
Cost-effectiveness
Call monitoring and call scoring can easily and cost-effectively be outsourced to a reputable cloud-based telephony company such as VoxSun, if your company is unwilling or unable to implement the system on its own. While your phone provider can manage all the implementation and ongoing monitoring, your company can still derive all the benefits and advantages of improved agent performance, fewer mishandled calls, and solid quality assurance for maintaining optimal customer relations.
