Call monitoring refers to listening in on staff phone calls to improve communication and customer service. It’s most typically employed in customer service environments to help reduce total agent training time and provide high-quality, consistent support.
Call logging is another term for call monitoring, agent monitoring, and quality monitoring. However, the procedure remains the same in all cases. Calls can be recorded and kept for subsequent access and analysis, with or without the agent’s knowledge.
Methods of Call Monitoring
- Double-Listening: This entails passively listening to an employee’s phone conversation. Supervisors and managers can utilise it to take notes and offer comments after the conversation or to gauge the company’s customer service. Double-listening is further improved by advanced statistics, such as those supplied by Ring’s cloud phone system.
- Whispering: Whisper mode enables a supervisor to communicate directly to an agent during a phone call without their caller hearing them. It can be helpful in giving recommendations and assistance to struggling customer service or sales representatives. It results in higher first-call resolutions and a reduced number of support requests in your system. It can also save representative’s time by eliminating the need for them to search for information, all without their caller knowing.
- Call Barging: Sometimes, your agent will lose control of a conversation and deliver incorrect information or will not know how to deal with a hostile client. Conversation barging allows a supervisor to intervene immediately in the call and save the sale (or at least the firm’s image in the caller’s eyes) or persuade the customer to continue with the company.
- Call Recording: This method is useful for retrospective call monitoring services. Supervisors might have new salespeople listen to veterans’ recorded conversations for training reasons to get a feel for different tactics and educate them on how to make more compelling arguments. It’s also excellent for customer service representatives at any level to listen back to their calls and examine areas for improvement.
Call Monitoring Beyond Call Centres
- Call monitoring has applications outside of the usual customer service scenario.
- It may be used in various departments within your firm, e.g., in sales divisions, to help teach and provide feedback for trainees.
- You’ll be able to highlight successful sales calls and score and add notes to calls in real-time.
- It may also be used in your lead tracking process to observe how leads are managed.
Results of Call Monitoring
- Rewards: Managers believe they know their best agents, but they will never know for sure unless they monitor and score calls. Some agents strive hard to persuade everyone how excellent they are, while others work hard to execute a fantastic job. Listening to calls and assessing agent efficacy is critical in discovering exceptional agents. Once the quality of the agents has been established, reward them for reinforcing their excellent performance and retaining them as valued workers.
- Identify Underperforming Agents: It is crucial to determine which agents require extra training. Ineffective agents can derail the company’s quality objectives and undermine sales and service projects. The call tracking scorecard will help determine who needs to be retrained, which is the most vulnerable initially. When more training fails to create measurable outcomes, the scorecard gives a fundamental rationale for terminating agents who fail to fix shortcomings.
- Training Sessions: All agents deserve periodic coaching, albeit some require it more than others. Occasionally, a whole staff needs coaching on an inadequate common talent, but the usual strategy is adapting instruction to each agent’s particular requirements. The call monitoring scorecard directs which areas should be addressed during each agent coaching session.
- Assured Consistency: A frequently neglected aspect of call centre excellence is consistency. Callers never know what to anticipate from one call to the next or from one agent to the next. Individual agent inconsistency emerges rapidly on the agent scorecard. When comparing agent scorecards, call centre inconsistency or irregularity from one agent to the next is shown. The data may point to the need for extra training or reveal coaching gaps.
- Increased Customer Satisfaction: While excellent agents are rewarded and appreciated, weak agents are given more training. Nonetheless, all agents are given proper coaching, ensuring that consistency is achieved throughout, with the natural outcome being increased customer satisfaction. India is the world’s largest provider of offshore, high-quality technical assistance via strategic call centre technical support services.
Call monitoring provides valuable benefits to agents, companies, and consumers when done appropriately. It is used to assess the effectiveness of customer service agents or contact centre personnel and to make modifications to boost sales and marketing activities. Agents responding appropriately may assist with client satisfaction and their safe return to your business. This is where outsourcing for call monitoring is an excellent option for business growth.