Call Center QA Featured Article
May 19, 2008
3rd Party Remote Call Monitoring Helps Promote Positive Change
Anyone who admits that they enjoy criticism, even if it is done constructively, has most likely never experienced it. After all, no one likes to be told what they are doing wrong or that they could be doing something better. Most managers know this and as a result, look for ways to help an employee improve, without creating a negative situation.
One effective method for identifying areas of improvement is in third party remote call monitoring. An outside company will record and monitor calls within the organization and relay the information back. The organization can then use it to evaluate employees and processes, as well as in dispute resolution.
Call centers have relied on call monitoring for years to help drive effective operations, improve work habits, increase the effectiveness of coaching and training and even in dispute resolution.
While call centers will use both in-house and third party remote call monitoring solutions, third party remote call monitoring can offer certain benefits that cannot be achieved using in-house solutions.
For one, when another company is doing the monitoring, it provides the individual employee the opportunity to evaluate his or her performance and how it measures up to pre-set standards. By empowering the employee to focus on his or her own improvements, management helps to create a more motivating work environment.
Third party remote call monitoring also allows the company to assess performance in a neutral environment. Such an assessment helps the company to better understand exact performance and make changes to process or procedures that may be hindering service quality.
Such assessments provided by a third party help to foster a better environment within the organization. Employees can avoid feeling “judged” by a supervisor or manager and can instead focus on actual performance as compared to expected performance. Managers can assess performance to determine if the problem is in a lack or training or in the process itself.
Third party remote call monitoring also has a better chance of identifying potential areas of dispute, while also capturing information that can protect the company from fraud or other problems in the future.
Finally, third party remote call monitoring ensures that calls are monitored by those that are well versed in the practice, allowing the organization to focus on normal business processes. By turning the reigns over to a third party, the company is assured that all calls are properly monitored, information is adequately captured and reports are provided.
The benefits of third party remote call monitoring are too great to ignore. For the organization that is needed to monitor calls, but has yet to do so, third party remote monitoring is worth the investigation.
While call centers will use both in-house and third party remote call monitoring solutions, third party remote call monitoring can offer certain benefits that cannot be achieved using in-house solutions.
For one, when another company is doing the monitoring, it provides the individual employee the opportunity to evaluate his or her performance and how it measures up to pre-set standards. By empowering the employee to focus on his or her own improvements, management helps to create a more motivating work environment.
Third party remote call monitoring also allows the company to assess performance in a neutral environment. Such an assessment helps the company to better understand exact performance and make changes to process or procedures that may be hindering service quality.
Such assessments provided by a third party help to foster a better environment within the organization. Employees can avoid feeling “judged” by a supervisor or manager and can instead focus on actual performance as compared to expected performance. Managers can assess performance to determine if the problem is in a lack or training or in the process itself.
Third party remote call monitoring also has a better chance of identifying potential areas of dispute, while also capturing information that can protect the company from fraud or other problems in the future.
Finally, third party remote call monitoring ensures that calls are monitored by those that are well versed in the practice, allowing the organization to focus on normal business processes. By turning the reigns over to a third party, the company is assured that all calls are properly monitored, information is adequately captured and reports are provided.
The benefits of third party remote call monitoring are too great to ignore. For the organization that is needed to monitor calls, but has yet to do so, third party remote monitoring is worth the investigation.
For more, check out the 3rd Party Remote Call Monitoring channel on TMCnet.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.
