Putting Together the Complex Puzzle that is Customer Engagement with Call Monitoring

As companies today look for ways to broaden profit margins and boost efficiency, many have turned to the idea of employee engagement for help. Recent studies have found that one in seven American workers is either actively disengaged from, or neutral toward, his or her job, shocking boardrooms across the nation. It’s obvious, even to those without management backgrounds, that employees who don’t care about their jobs aren’t going to help a company light its industry on fire.

Many companies have turned to performance management solutions to boost employee engagement. The idea is that reviewing employees’ performance more often, and recognizing them when they do good work, can motivate an employee to do better. There is a lot of evidence that this approach works, but it’s certainly not the only piece in the puzzle.

Others have pointed out that the hiring process is the most critical aspect of attaining employee engagement. Hire the wrong people for the job, and you’re certain to have a disengaged employee. Enterprises that see this as the largest problem spend a lot of money on pre-employment solutions that test personalities and find matches to their industry. A recent article in the newspaper Tulsa World profiles call center workers at Capital One (News - Alert) Auto Finance in Tulsa who are passionate about what they do: helping people.

According to these employees, the rewards for their work come from helping customers and occasionally receiving kudos, such as a letter of thanks from a customer who was struggling through a life-changing event and was grateful for the help received from a customer care associate.

But there’s another piece of the employee engagement puzzle that many companies are missing: ensuring that existing employees are properly trained for the jobs they were hired to do, and that their performance is monitored in real-time so companies can be tipped off quickly if an agent is struggling or disengaged.

While most companies have performance monitoring solutions in place, they are often not effective enough to catch problems as they occur. Many companies find success with third-party call monitoring services, which can provide accurate and actionable feedback to agents and supervisors.

Organizations such as BPA Quality sample recorded or live calls and measure the customer interaction based on either the client’s standards, or standards developed by BPA Quality’s team of unbiased experts.   These observations are produced as actionable scoring and feedback to agents and supervisors, feedback that the contact center can use to positively affect the performance of the agents on the front line of the call center.  This helps build a workforce of fully engaged employees who are ready and properly trained to help their employer meet its goals.

Edited by Blaise McNamee

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