Call Center Management Featured Article
Call Monitoring Solutions Can Pay for Themselves in Call Centers of All Sizes
There’s no question that call center budgets – along with most other budgets – have been tight in recent years. Even with reduced spending, however, the demands on contact centers continue to escalate, so many companies find themselves having to be very choosy about where they spend their technology budgets. It makes sense, therefore, that companies would turn to technologies that can pay for themselves quickly.
Call monitoring is one of those technologies that no contact center can afford to be without. The question, according to a recent blog post by workforce optimization company Monet Software, isn’t whether a call center can afford a call monitoring solution, but whether it can afford not to have one. Monitoring touches every aspect of contact center operations, and can provide so many business benefits on so many different fronts, that the technology often pays for itself very quickly.
The many applications of call monitoring include the following, according to Monet.
Productivity. If you’re looking to boost productivity in the contact center, the best way is to use a monitoring solution that can track and then analyze places to find efficiencies. Call centers also using call monitoring to gather intelligence on consumer trends and product interest, which can help companies modify or launch product lines.
Training. The most effective and hands-on way to train new agents and keep existing agents sharp is with call monitoring, which allows call centers to create and share best practices. Call monitoring can help uncover areas that require remedial training, and can make agent self-evaluation easier.
Conflict resolution. A recording provides both protection and clarification if an issue should arise, writes Monet. This can prevent the need for legal action and the associated costs of litigation.
Compliance. A call recording solution can address issues of sensitive authentication data in audio recording files, while maintaining non-sensitive data information that is important for management and analysis.
There are extra benefits, as well, including cutting down on the time and costs involved in creating written reports, and boosting the perception of the agent evaluation processes as a fair one.
While call monitoring solutions were once available to only the largest, most financially flush call center organizations, today, high-quality, feature-rich call monitoring solutions can be delivered via the cloud, which can benefit call centers of all sizes: even the smallest. So the question remains: can your call center afford not to have a quality monitoring solution in place?
Edited by Ashley Caputo