BPA Featured Article

3rd Party Call Monitoring Needs to Focus on the Customer, Not Call Center Protocol

By Susan J. Campbell, TMCnet Contributing Editor
August 08, 2012

In today’s world of automation, more customers just want to talk to a real person. They want someone they can talk to, someone who understands them and can help them with their problem. And isn’t that the ultimate goal of a call center agent?

But if you couple that process with that of call center managing and coaching, therein lays another problem. Agents become more preoccupied with worry about what their management team is critiquing and less time listening to the customer. This leaves management actually coaching the wrong way and lessens productivity, according to this BPA Quality blog.

In order to truly satisfy the customer, it is extremely important to just listen to them. Yet many call center agents are finding it hard to listen when they are focused on their AHT, FCR or even their script adherence. Common language is what really engages both the call center agent and the customer. Management needs to take this into account when performing 3rd party call monitoring.

Call center training has set certain standards into everyday practices and some agents find it hard to break from those norms. When an agent is distracted with adhering to strict AHT when talking with a customer, the conversation turns flat and rushed. Call center agents, despite the need for third-party call monitoring, need to give the customer the opportunity to talk.

As much as call center agents are trained to listen to their customers, managers need to be trained to really listen during these 3rd party call monitoring sessions. It is best to let human nature take hold to help solve important customer complaints instead of call center protocol 3rd party call monitoring is a great place to start.

When a customer leaves a call satisfied, it is a direct reflection of the company. This increases not only a positive customer service evaluation but loyalty. People will always purchase products and services from companies that they feel actually care about them and give good customer service.

The Operations Management Suite from VMwear provides smart alerts. It learns how businesses operate and understands that demands are different for every operation. Demands obviously fluctuate at different points in time so the system sets thresholds that set that particular reality. It won’t send unnecessary alerts on a routine basis.

Health, performance and capacity issues encourage automated route calls analysis to take proactive measures. Alerts come before anything actually fails. Automated route calls analysis means integrated capacity information so users know just where to look to make things correctly. The crisis is averted before anyone even knows. This is the value delivered in 3rd party remote call monitoring.

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