Call Center Management Feature Article
December 03, 2012
Call Center Management Drive Performance Monitoring with Recording Software
By Susan J. Campbell, TMCnet Contributing Editor
Customer service interactions have long relied on quality monitoring and call recording to ensure satisfaction, but what did call centers do before call recording software was available? A typical day had call center management singling out a few agents to randomly monitor a sampling of their calls. Agent performance was then evaluated and recommendations would be made on how each agent could achieve the call center’s quality standards.
A blog posted by Monet Software recently explored this process, noting that it was effective only as far as the agents who regularly received evaluations. If an agent didn’t receive this one-on-one attention from call center management in several months, it could be quite some time before a shortfall in quality customer service was discovered. At the same time, if the agent was hitting the mark each time, he or she could be a valuable asset in helping to train others.
This approach also can miss the bigger picture. Sure, it provides individual monitoring that gets up close and personal, but it fails to capture specific actions that can impact the overall performance of the business. With the introduction of call center recording software, the entire process changed for the better. Call center management finally had the tools necessary to record and analyze every call.
Utilizing call center recording software, call center management could specify performance indicators and apply them across the entire center. As a result, individual agent performance and the efficiency of the entire organization are improved.
Every aspect of the customer encounter is measured with sophisticated metrics, including hold times, first call resolutions, transfers and more. Each instance of dissatisfaction and the rate at which concerns are resolved and questions are answered is charted, providing a clear picture of overall performance. Plus, problems are more readily identified and actions can be applied immediately to avoid escalation.
Such an approach to monitoring by call center management also improves overall customer satisfaction, agent morale and the organization’s bottom line. The combination is easily the focus for any call center seeking to reduce the cost burden on the organization and turn the corner toward a profit center.
Call center management today must meet a number of different goals to ensure the optimal performance of the team and the center as a whole. As technology continues to advance in the industry, the tools necessary to streamline performance initiatives are readily available. Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Amanda Ciccatelli