BPA Featured Article

Call Monitoring Solution Helps Agents Take Ownership of Self-improvement

By Rich Steeves, TMCnet Managing Editor
November 01, 2012

There are a number of ways to monitor agents in a call center. 3rd party remote call monitoring, for example, allows an independent company to handle agent monitoring, listening to calls, writing reports and making recommendations. This system works well for many call centers, but other companies want their agents to take ownership of their own performance, and would prefer to work the call monitoring procedures into the weekly workflow for agents, as a form of self-assessment.

In those circumstances, companies would be able to implement the Agent Portal solution from East Hartford, Connecticut-based Coordinated Systems, Inc. Agent Portal is designed to involve the call center agents in quality monitoring process, giving them a sense of ownership. Agents can respond to their own evaluations, view the statistics of their co-workers and peers, listen to recordings of their own calls, and create their own reports on their agent dashboards. In this way, Agent Portal is designed to remove some of the “Big Brother” stigma from call center managers.

“We’re so jazzed to bring these additional capabilities to our customers. We think enterprise contact centers will embrace this technology to create excitement within their agent groups. The excitement will help translate the usual call monitoring process to greater employee productivity gains. We have more enhancements forthcoming in 2012 for Agent Portal which will only increase the value inherent in this feature suite,” said Rich Marcia, director of marketing for CSI (News - Alert), in a release.

The solution also features a chat-like service called Chatterbox, which enables one-on-one or group discussions. Agents and supervisors can set up chats to answer questions, share tips and more. Plus, agents can personalize the portal with pictures, adding personality to the otherwise dreary interface they use on a day-to-day basis.

Edited by Brooke Neuman