BPA Featured Article

There are various kinds of call monitoring systems that can be applied in call centers but, no matter which type an organization chooses, the fact remains the same that call monitoring is a must-have. It’s an essential feature for any contact center that wants to accurately assess the performance of its team, engage in effective coaching and gain a better understanding of every consumer’s satisfaction with their customer experience.

One form of monitoring that’s grown increasingly popular over the years is browser-based call monitoring. This solution does exactly what the name suggests: it allows agents to make and receive calls in their computer’s browser. As an added bonus, all typical functionality such as IVR, skills-based routing, call queues, voicemail and so on are configured in the browser and run on the cloud, making them easily accessible at a moment’s notice.

What makes browser-based call monitoring so different is the fact that it allows call centers to be run completely through the computer. All an agent needs is an Internet connect and they’re good to go. This results in increased flexibility, which is an added benefit that everyone loves, and promotes the mobile workforce. If all an agent needs is an Internet connection and a computer to do their job, then they can do that from anywhere in the world. Not only will this make agents happy, but it allows call centers to expand their agent base. Organizations can hire agents from around the country, or even the world, which then allows them to stay open for more hours of the day.

Browser-based call monitoring is also incredibly easy to deploy and scale. Since everything is based in the cloud, the easy deployment means that call center managers can start listening in on live calls about five minutes after they deploy their solution. That means that agents, no matter where they’re located, will immediately have the full support they need to handle all manner of calls.