3rd Party Remote Call Monitoring Feature

For most businesses, the contact center is where a company’s culture and values are on display for its customers. Customer service agents are the first people within a business that the customer interacts with, and leaving a good impression often depends on how these agents represent themselves and the company for which they work.

Ensuring that the right company culture is maintained starts with clearly communicating the culture to all employees and especially those who work in the contact center. But it can’t stop there.

Agents are human, and mistakes happen. Habits also can erode over time, and there’s a big difference between defining a culture and living it.

Making sure that a company always puts its best foot forward, therefore, requires constantly monitoring customer service agents and identifying when good habits are slipping.

Until recently, defending a company culture was hard because it isn’t possible to watch every employee with every customer interaction. It just wasn’t possible.

That has changed with the rise of remote call monitoring and recording, however. With 3rd party remote call monitoring, it is possible now for companies to make sure their employees are acting appropriately and living the company values and culture that upper management expects.

It is not a question of if employees will slip, but when. If customer service agents are monitored and recorded during their customer interactions, however, it is relatively easy to spot breakdowns and then set in motion training and review to fix the problems.

Any firm that skips remote call monitoring is taking a huge gamble with its brand, even if rigorous training is in place and agents are well-schooled on day one. Now more than ever, customer experience matters as a point of differentiation. There also is less leeway for bad customer service since the competition is just a few clicks away thanks to the Internet. Businesses can hardly afford agents that fail to deliver on the culture and values of the company.

But with remote call monitoring, lapses can be easily remedied—which is why call monitoring is so important in 2015.