3rd Party Remote Call Monitoring Feature
How to Overcome Objections to 3rd Party Remote Call Monitoring
Does call recording make you nervous? Are you more likely to hold your tongue if you know the call is being recorded? If you’re calling a company because you are upset with their lack of response or the way they have handled a situation, the answer is likely to be no to both questions. If you’re the agent on the other end of the line, however, that monitoring could mean the difference between comfortable employment and reprimand.
An Impact Learning report recently covered the topic of monitoring. For many on the inside, the idea of 3rd party remote call monitoring is enough to send them over the edge and make them nervous on a daily basis. This essential tool for coaching agents and improving service delivery is often a stumbling block for employees. In fact, a number of objections may arise from those who don’t want to be monitored. But if it’s important to your bottom line, there are ways to work around the objections.
First, let’s look at some common objections to monitoring. The idea that it’s an invasion of privacy has a tendency to come up, even if it is a misconception. As much as right to privacy issues get attention in the media, we lose some of our rights when we enter our employer’s place of business. That doesn’t mean monitoring has to apply to personal conversations, but it does mean that business conversations held on behalf of the organization can be monitored. Employees just need to know why it’s happening and how it contributes to success for them and the organization.
The assumption that a supervisor is just looking for a reason to condemn the employee is a common objection. The ultimate goal in 3rd party remote call monitoring is not to identify where an employee is doing something wrong for the sake of getting the individual in trouble. Instead, this practice is in place to identify areas where improvement is needed to produce the desired result. So the assumption that the supervisor is looking for errors is correct; but it’s also correct to say they are looking for something done right so as to use it to train others.
Employees may assume 3rd party remote call monitoring is taking place because supervisors don’t trust that the employee knows what he or she is doing. The reality is that in the contact center, everyone has to be monitored, regardless of tenure or training. It’s important that these individuals still understand how valuable they are to the team. It helps when their recordings are used to demonstrate the right way to handle an interaction.
Other objections often include micromanagement of the employee, picking on an individual or simply a lack of the ability to delegate. To stave off these objections, the supervisor simply needs to be sure to educate employees on the importance of monitoring from day one. If the right information is in place, employees are much more accepting of the practice.
Edited by Blaise McNamee