Call Center Management

Call Center Management Feature Article

March 12, 2012

Call Center Management Benefit from Call Monitoring

By Susan J. Campbell, TMCnet Contributing Editor

Improving call center efficiency and customer satisfaction is more challenging than it seems for today’s call center management. There are a number of tools available, but these talented individuals must be educated on the right strategy for their environments if they hope to enjoy the benefits.

Fortunately, call center management has a new resource for information that can improve these activities within their specific environments. Monet Software has launched a new blog entitled “Call Recording, Analytics and Quality Assurance.”

In the most recent blog posted, we learn the powerful investment opportunities found in call center recording systems. The call center recording software available today makes it much easier to measure and improve the critical performance indicators, including average revenues per call. Comprehensive records capturing hits and misses allows for accurate training and making necessary changes when behaviors are less than desirable.

When calls are recorded through a software application, the organization can reduce paper costs and call center management can easily call up the archived copy whenever necessary. Plus, the collecting and analyzing VoIP records, call center management can make any necessary adjustments to change outcomes.

Assuring quality in call monitoring

One of the key purposes for monitoring calls within the call center is to ensure quality standards are maintained. When call center management can randomly monitor an agent’s calls, the likelihood of capturing an accurate interaction is increased. At the same time, monitoring calls and reviewing the outcome is a perfect tool to ensure agents adhere to speed requirements. Every call cost money and agents should be trained on the best and most expedient methods to resolve a customer call.

While call monitoring is used for compliance purposes within a number of industries that rely on call center interactions with customers or consumers, there are other – and more compelling – reasons why call center management may want to consider the investment:

·         Training – monitored calls are easily reviewed in training sessions, identifying what works in the call and what does not.

·         HR Issue Resolution – the “he said, she said” challenge is immediately removed when proof is presented.

·         Random Quality Assurance – it’s difficult to drive performance improvements organization-wide if agents know when they will be monitored. Random use demands high quality at all times.

·         Lower Costs – cost containment is a key motivation for action in the call center.

·         Self-Evaluation – agents who improve the most on the job are those who want to compare their performance against that of others. Call recording makes that happen.

Call center management can accomplish a lot in terms of quality customer care, performance improvements and cost containment when automated call recording is in place. The benefits are measurable and the impact far-reaching.

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