Live call monitoring is viewed by many as micromanagement. When viewed in this sense, people might argue that it can essentially be counterproductive in their attempt to improve processes. The reality, however, is that this is one of the most effective ways by which you can provide better customer service. And here, we have put together a few benefits to support this notion:
- Quality assurance
Call monitoring goes a long way in increasing the quality of service delivered. This is because it allows managers to silently listen to customer-agent interactions without anybody even knowing, making it mandatory for the agents to maintain certain level of standard in providing service. And if there is some wrong information or sub-optimal service being provided, call monitoring enables managers to come in and provide managerial oversight. It also helps in providing quick recognition and timely reward to those agent who are doing good job.
- Call barging
Call monitoring enables managers to barge in or interfere on the call and speak directly to both the caller and the agent. This way, they will not only help agents, but also provide better assistance to customers on issues that they have called about. At times, this can be the only redeeming feature of a bad call.
- Agent training
Call monitoring is an excellent way to train new agents and fast track their entry onto the floor. When a new call center agent is hired, they can be made to listen to the calls of more experienced agents, thereby providing a firsthand experience about how to handle customers and provide care. And when they start to make calls on their own, call monitoring acts as a safety net and allow managers to come in whenever their services are needed. Furthermore, it also enables managers to monitor the new agent’s performance and provide them with personalized feedback.
Call monitoring gives qualitative data that no modern analytics or call center solutions can provide. It allows managers to identify trends and patters in customer behaviors before they are out in the open. This gives them the ability to tailor their strategies accordingly.
Live call monitoring can make the going easy both for call center service providers and customers. However, it needs to be used constructively lest it becomes counter productive.