BPA Featured Article

Getting the Most from Call Monitoring

By Steve Anderson, Contributing Writer
May 15, 2017

If it seems like too much to actually use call monitoring and similar such tools, you're likely not alone. Yet at the same time, call monitoring forms the basis for a host of valuable offerings, and a report from BPA Quality illustrates how using call monitoring systems can deliver quite a bit of value by serving as the raw materials generator for an array of helpful reports.

There are ways to go about using call monitoring systems that will provide quite a bit of help, and one of the biggest ways to get the most from call monitoring is as a means to keep data organized. With all the monitored calls and relevant notes contained in one central place—with a backup for necessary emergency redundancy and disaster recovery—the end result is a much better organized set of data, which can be better organized into reports.

Consider the use of other applications as well. Call monitoring tools are great, and when used alongside tools like speech analytics and other functions, it's possible to get more out of these calls. The whole point of analytics systems is to derive actionable insights, and insights can't be derived without data to process, so call monitoring thus becomes the foundation of analytics.

Don't forget to keep things simple. Simple presentations are a great way to present information to others, and there's no sense in presenting information that no one can understand. While some will say that presenting information in a confusing fashion can be a great help in getting your own way at work, most will immediately call such methods unethical.

Perhaps above all, never believe you understand everything about call monitoring and data presentation. While a fragile economy tempts us all to present ourselves as indispensable experts that should never be fired upon pain of economic ruination for the entire company, it's important to note that we all need refreshers from time to time in anything we're not routinely doing.

With these simple points in mind, we can all do a better job of using call monitoring systems. Not only do we understand what these systems can do, but we can also get a better understanding of the value they can deliver in the end. Knowing why we're doing things is a great step toward doing these things more often, and the best chance of obtaining a desired end result.

When we know what we're doing, and why we're doing it, we can work toward a better outcome. Call monitoring tools can be a big part of that, and so too can knowing just why we're monitoring calls in the first place.

Edited by Alicia Young