There’s no denying that 3rd party remote call monitoring is one of the best ways to ensure that quality customer interactions are occurring in the call center. Not only does call monitoring allow managers to keep track of KPIs such as first call resolution and average handle time, it also lets them listen in on conversations in real time to see how agents interact with customers. By keeping tabs on these factors, managers can identify which agents perform best under certain circumstances, and train others as needed.
One of the key components needed for successful call monitoring is reporting and analytics. Recording all calls is step one when it comes to collecting data—after all, there’s nothing to analyze if calls aren’t recorded. While listening to call recordings, it’s essential to report what you find. Reporting data allows managers to look at results by evaluating trends in a number of ways—by collector, client of date range.
Once managers have taken note of their findings, it’s time to take action. Call monitoring makes it abundantly clear where agents are falling short when it comes to compliance or client requirements. Even if only a few agents are falling out of compliance, that can create a bigger problem for the company’s reputation. In order to stop bad behavior in its tracks, managers will need to implement corrective actions such as further training of even disciplinary measures.
Updating training materials, policies, procedures and work instructions is typically the way to go, though, when it comes to correcting negative behavior in the call center. Once managers have listened in on call recordings, they can pull problem agents aside and ask where the organization is lacking. If an agent mentions that a piece of training is unclear, for example, managers will know where to focus their efforts in the hopes of preventing future problems.
Most importantly, managers need to remember to document all of this. It’s important to take official note of what the problems were and how they were addressed and solved. This is the only way to show that things were done properly. Plus, the documents can be used for reference should similar issues pop up in the future.