BPA Featured Article

How Effectively Are You Monitoring Calls?



By Alicia Young, Web Editor
August 02, 2017


Everyone has a tendency to think that their job is the most stressful one out there. Engineers, teachers, waitresses and so on all have stressful parts of their daily lives, as does everyone else. However, contact center workers may have it the worst. Agents go into work every day without knowing what to expect. Will they have a day full of angry callers to deal with? Will it be a relatively mild day, with no abusive callers trying to bring down their self-esteem? It’s always a mystery at the start of the day, and you have to give agents a lot of credit for dealing with a wide variety of unpredictable callers all day long.


Luckily, there are new contact center solutions available to aid agents in their customer service endeavors. 3rd party remote call monitoring, for example, can be used to allow agents to listen in on agent phone calls. This can be valuable in a number of ways. First, it saves agents from having to deal with particularly difficult customers or situations all on their own. If an agent is unsure of how to deal with a problem or a customer, they can let a manager know. The manager can then tune into the call through a whisper feature and give the agent instructions in real time on how to handle the problem, based on what the customer is saying.

3rd party remote call monitoring can also be used for training purposes. Call recording goes hand in hand with monitoring, so it’s easy to go back and listen to previous calls for educational purposes. Managers may choose to use a great call as an example of how customer experiences should be. Or they can pick an instance where an abusive caller contacted and agent, and point out ways to pacify difficult customers. There are several ways recordings can be used, all of which should help improve training methods.

According to Five9, call monitoring has many additional benefits as well. The company states that the technology allows managers to:

  • Have Insights into all current trends
  • Automate reports with tabs, charts, graphics or spreadsheets
  • Create custom reporting
  • Obtain live and historic data performance statistics

For these reasons, it’s essential for all contact centers to implement 3rd party remote call monitoring solutions. Without this technology in place, agents will be unable to meet their full potential and deliver the best customer experiences possible.




Edited by Maurice Nagle

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