BPA Featured Article

Call Monitoring: The Consumer Perspective



By Alicia Young, Web Editor
July 31, 2017


When talking about 3rd party remote call monitoring, it’s easy to focus on how it benefits the agents. After all, call monitoring allows agents to rely more heavily on managers because they can listen in on conversations and step in when they feel the agent needs assistance. And monitoring can be used to provide agents with feedback and improve training methods, which ultimately betters the agents. But what about the flip side of the coin? Call monitoring can greatly benefit consumers as well; here’s how.


Monitoring for quality assurance benefits more than just the agents. For consumers, the recording at the beginning of each call that serves as a reminder that it may be recorded for quality assurance purposes is a guarantee that the contact center has customers’ best interests at heart. The purpose of quality assurance is to ensure that agents who are doing poorly can be spotted and receive extra training.

With call monitoring, managers can listen in on calls in real time and jump in as needed, or they can listen to recorded calls at a later date. Either way, they’re able to keep tabs on agents and provide help and feedback when needed. In turn, that feedback should improve the agent, which should then better the customer experience.

Call monitoring doesn’t just have to improve veteran agents, though. It can also be used when training new hires. Both good and bad recordings from veteran agents can be used as examples for new hires to learn from. Obviously, the good call recordings would serve as something to work toward, and the bad examples would show new hires common mistakes to avoid. Bad recordings can also be used to point out smaller mistakes that agents may not be aware of making, like tone of voice or unprofessional phrases.

Once again, all of those recordings should help mold new hires into the best agents possible. If they’re given examples of good and bad calls from their very first day, they’ll be more likely to mimic the good behavior. That ultimately means fewer mistakes down the road and fewer negative customer experiences. The sooner agents can learn how to help customers as effectively as possible, the better that will be for customer satisfaction rates.




Edited by Maurice Nagle

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