Top Benefits of Call Monitoring in Call Center

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17 Advantages of Call Monitoring at your Call
Center
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Introduction

• Call monitoring is very helpful and effective
  for ensuring that the agents are offering
  excellent service and efficient solutions to the
  customers.
• Call center managers are gradually using call
  monitoring and call scoring in an attempt to
  improve their quality control processes.
• This is because effective use of these tools
  yields both quantitative and qualitative data
  that are indispensible for optimizing call center
  practices.

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Top Advantages of Call Monitoring

• Call Barging
• Cultivate an Environment of Learning
  Improvement
• Help Agents to Improve Using Feedback
• Identify Resolve Problems Quickly
• Helps to Prepare Effective Scripts
• Define What You Monitor
• Improved Customer Experience
• Reward Deserving Agent

• Quality Assurance
• Proper Agent Training
• Improve Agent Performance
• Better Understanding
• Cost-Effective
• Better Feedback Given
• Helps Creating Tracking Proper Action Plan
• Identify Expertise Shortfall in Agent
  Performance
• Have Inexpensive Efficient Product

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Quality Assurance

• Call monitoring enables managers to mutely
  listen to conversations without agents realizing.
  
• This means that agents are held to a standard of
  excellent customer service.
• If an agent has been reported to be providing
  sub-optimal customer service, call monitoring
  protects customers by enabling direct managerial
  oversight.
• Therefore, it ensures that there is proper
  communication between the agent and the customer.

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Proper Agent Training

• Call monitoring is an excellent way to train
  newly appointed agents.
• When a new call center agent is hired, they can
  listen in on the calls of more experienced agents
  to learn how to provide customers with optimal
  support.
• Further, call monitoring enables managers to
  monitor new agent performance in order to provide
  them with personalized feedback.
• Listening to the interaction ensures that the
  agents are well prepared and that they follow the
  speed requirements needed per customer.

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Improve Agent Performance

• Effective call monitoring will help in improving
  performance of the agents by keeping them in tune
  with upcoming trends and customer demands that
  will help them solve the issues faster.
• Its a great tool for managers to help teams
  improve their communication skills with
  customers, and to offer tips on how to sell
  successfully or how to provide better customer
  service and support.

Better Understanding

• Data gathered acts as a coaching tool that helps
  to identify the problems that might be faced by
  most of the customer care representatives.
• The oversight gained with this call center
  software feature means that agents are held
  responsible or rewarded for their performance,
  which results in better customer service outcomes.

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Cost Effective

• By doing proper call center solutions
  comparison you can avoid all the additional
  unneeded costs to use call monitoring.
• Its also helpful to compare your performance
  with others, especially the competition.
• Businesses with no monitoring systems or
  resources in place should consider outsourcing
  these functions to an external agency.
• It can be a cost-effective option.

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Better Feedback Given

• Providing the agent with an extract from the
  call recording that shows precisely where they
  failed to meet expectations plus quantitative
  data from call scoring forms will help to make
  the feedback more concrete and comprehensive
• Your team leaders can use these feedbacks to
  build useful cloud call center software solutions
  that will benefit in the longer run.

Help Creating Tracking Proper Action Plan

• Once management has provided the agent with
  effective feedback, filled with qualitative and
  quantitative data from call scoring forms and
  call recordings, they can use this data
  to develop an action plan for the team.
• After developing an action plan to reach the
  final goal, the team management must use call
  scoring for outlining an evaluation of the
  improvement made by the agent.

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Identify Expertise Shortfalls in Agent
Performance

• Assessing agent performance needs a dual approach
  using both call recordings and scoring.
• When equipped with qualitative data from customer
  interactions and quantitative performance
  measures from call scoring.
• Managers can get a more widespread understanding
  of an agents performance expertise and
  shortfalls.

Have Inexpensive Efficient Product

• You can do call monitoring cheaply and
  effectively by going through call center software
  pricing and choosing one that seems the most apt.
• Once set, they can help make their skills age
  customer agents, which in turn will help the call
  center company in providing superior support.

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Call Barging

• Call barging is a call center software feature
  that provides users with functionality that is
  one step above call monitoring.
• It allows managers to barge in on calls,
  allowing them to speak directly to both the
  caller and the agent.
• If the agent is fumbling with the answers or if
  the agent is in line with the expected set of
  rules that is set down for them.
• If they are able to detect variance in the
  calls, they can immediately send directions to
  the concerned agent to effectively examine their
  calls with the customer.

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Cultivate Environment of Learning Improvement

• It will give the agents a sense of purpose and a
  will to test and increase his skills.
• They will realize that the company they are
  working for is involved in helping them build
  their skills and improve the existing functions.

Help Agents to Improve using Feedback

• Always make sure that the data assembled from
  the call monitoring records must be converted
  into feedback.
• It will help agents to study and identify their
  mistakes and treasure their achievements.
• A simple yet efficient customer support survey
  will help to certify the steps you are taking in
  your process and will help spot where to modify
  the process.

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Identify Resolve Problems Quickly

• Call monitoring will help the managers to
  rapidly identify the problems, realize the impact
  of operational practices and review compliance
  issues.
• This will help them focus on agent training
  efforts to facilitate the employee development,
  and identify various opportunities for improving
  agent training needs.

Helps to Prepare Effective Script

• It helps to ensure the words used in your
  scripts, or what your agents are likely to say to
  be compliant, is acknowledged in your call
  monitoring forms and that your scoring replicates
  the common perceptive of what would be classed as
  compliant or a violation.

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Define What You Monitor

• The aim of quality monitoring from an
  operational perspective is to classify the calls
  those fail to meet pre-defined standards and get
  to the grounds of why.
• You can then make educated decisions to make the
  process better and quicker, e.g. implement agent
  training and coaching initiatives to bridge skill
  gaps, improve workforce scheduling etc.
• To attain this you need to be able to assess an
  agents sample of interactions.
• The smaller the sample, the less precise your
  standard scoring will be and you will run the
  threat of making the wrong decisions.

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Improved Customer Experience

• Call monitoring will help the call center by
  improving customer experience and boost the
  agents performance overall.
• Call monitoring and scoring will help lessen the
  number of call backs from the same customers as
  all their queries will be solved in advance.

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Reward the Deserving Agent

• Reward high-quality work through methods such as
  agent of the month awards and staff quality
  certificates, or highlight it in your company
  newsletter and intranet site.
• If consumers are pleased with the service, pass
  on their messages.
• Incorporate all these positive points into the
  companys annual evaluation and benefits schemes.
• It will also help the company gain repute for
  offering excellent service without fail and
  rescue employee turnover for enhanced customer
  loyalty.

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