It’s all interrelated.
To improve revenue, you must improve customer satisfaction. To improve customer satisfaction, you must upgrade how your people engage with your customers. To improve how your people engage with customers, you must monitor and coach them regularly.
Things are no different for call centers. Call center monitoring is an important task of managers and coaches to improve the output of the agents and deliver a better experience to customers.
What is Call Center Monitoring?
The action of monitoring both inbound and outbound calls which track agent performance and compliance is known as call center monitoring. The action includes listening to the call (real-time and recorded) and also provided feedback as necessary.
For recorded calls, the feedback can be in the form of offline coaching. For real-time calls, this includes how team leaders and managers listen to live calls and speak to the agent without the customer being able to hear it. All this can be done through call center monitoring tools.
Here’s how such tools improve the call center performance.
1. Improves Agent Productivity
Call barging software, and call recording software enables managers and leaders to listen to live and recorded calls, respectively.
The result is that team leaders can carry out not just real-time monitoring in call centers but also communicating with their agents. This is also known as whispering.
When call center agents get feedback, they know how they can reduce call handling time and deliver better customer satisfaction. This call barging and recording doesn’t just help on-floor agents but also new ones in training.
When agents deliver better performance and earn better incentives, their morale improves, and attrition reduces.
2. Improves Quality of Output
For sensitive businesses like healthcare, finance, and more, the quality of information shared is extremely critical.
Call monitoring enables leaders and coaches to track whether agents are delivering accurate information and adhering to compliance standards set by regulators.
But it’s not just regulated industries that need to ensure compliance in information shared. Every business should be ethical with its customers because trust and honesty lay the very foundation on which a business should get built.
When customers trust a business or brand, their relation with it improves, leading to a drop in the organization’s marketing costs and an increase in its profits.
3. Explains What Customers Want
Let alone thrive; no business can even survive if it doesn’t know what customers want. And the best way to understand what customers want is to ask them.
Call center monitoring software enables managers to hear firsthand what makes customers happy or upset. Instead of sitting in cubicles tracking agent performance through dashboards and analytics, managers can listen to customer feedback and use this information to improve their business’ efficiency and effectiveness.
Call center call monitoring allows managers to get unfiltered reviews of what customers think.
How to Improve Call Center Monitoring?
Software is useful as a tool. But it cannot improve your call center’s performance on its own. To do so, you must improve your call center monitoring practices.
Here are three ways to do it.
1. Analyze all types of calls.
It’s impossible to listen to every call. That would be a waste of time and energy. You can record calls and listen to them at your convenience, but still not all of them.
A more effective way to work is to categorize calls by issue and analyze certain samples of them for quality of the call, accuracy of the information, the call handling time, and reaction of customers at the end of the call.
The more in-depth your call analysis, the more specific the feedback you can give agents.
2. Align with business objectives.
It’s easy to start seeing call centers as a process in themselves and forget that they’re a process to contribute to a business goal at the end.
Call centers that are most effective are the ones whose Key Performance Indicators align with those of the business, and contribute to its goals. If you know what the business wants to achieve, it becomes simple to identify and track relevant KPIs and build scorecards around them.
Aligning with business goals ensures that you track the right metrics and ignore the ones that don’t matter.
3. Give your agents freedom.
If you genuinely want your people to give their best by improving their productivity, you cannot dictate all their activities. You must provide them with some freedom to make decisions.
People closest to the ground know what customers want, what works, and what doesn’t. Giving them the freedom to try something and analyzing the outcomes not only improves their morale but also enables you to refine business processes.
When you work with your people, your people will work with you and empower your organization to achieve its long-term and short-term goals.
How do you monitor agents in your call centers? What are your best practices? What are the tactics that haven’t worked? We would love to hear from you.