As a call center, managing employees and keeping your business running profitably can be stressful. This is made even more challenging when, like many call center workforces, your customer support services are located across borders and timezones.
This task of managing globally presents a set of unique challenges for employees and employers alike.
Employees can easily become overwhelmed and backlogged by workloads, which are compounded by having to work overnight shifts. While managers scrap to keep track of the work of dozens, or even hundreds, of call center agents, who are no longer all in the same location.
Luckily, there are now modern solutions which can help managers tackle these key issues, improving performance and happiness of employees in the process. One such solution is user monitoring software.
At first glance monitoring software may seem best suited to tracking working hours and monitoring which websites workers are visiting, but the tool can do so much more.
Elevate Performance and Productivity
To improve anything your team does, you need to actually know what they’re doing, and how they’re doing it. With user monitoring software you’ll have full visibility into their daily activities.
The software gives you insights that you can analyze to determine what makes your employees productive or unproductive. It also helps you identify top performers, giving you an opportunity to create an environment where you can model winning behaviours to improve employee work and spur professional growth.
Typically, you can set up monitoring software to send you reports on a weekly or monthly basis, so you can see how your team’s productivity changes over time.
Better Resource Management and Allocation
Improving the way you manage your resources helps your company become more profitable, but it also keeps your clients and employees happy. Employee monitoring gives you valuable data insights that can be used for better resource management.
With employee monitoring, you can combine the data you’re getting from tracking activities and how much time it takes to complete them with your standard key performance indicators (KPIs) to get a fuller picture of each day.
This data can help you plan and allocate your resources effectively, which in turn helps you provide more realistic estimates and quotes to your clients. Some monitoring software also allows you to analyze data based on similar clients, projects, and specific teams to enable the most accurate estimates and resource management.
Improving Service Quality
Your job is to keep your client’s customers happy, and armed with in-depth data to analyze you can do just that.
User monitoring software reveals bottlenecks and flaws of your current systems, to show where opportunities for improved performance exist. Then, you can use this data to your advantage to deliver better service to your clients.
By regularly monitoring productivity changes in your call center team, you’ll be able to take action when you notice that something isn’t really working out. This includes having clear data about website and app usage to help you prevent wasted time and determine which tools your team needs to elevate their performance.
Wrapping Up
Although it brings many benefits, you shouldn’t make the decision to use employee monitoring software lightly.
Consider what you’re trying to achieve, and how the tool aligns with your business goals. For instance, if improving productivity and performance aren’t high on your priority list, then the software probably isn’t a good fit for you.
So, think about your goals, find several solutions which will help you achieve them, give them a test ride and determine which one is perfect for you. It’s a sure-fire way to get the best out of your monitoring practices -- and your team.
