Call Center Management Featured Article
3 Reasons Call Quality Monitoring Software Improves Call Center Management
Call quality monitoring is leading to a decline in customer satisfaction - instead of improving the customer experience, it is creating more stressed employees and a decline in customer satisfaction. In an effort to fix this problem, most call centers use call distribution statistics to show the amount of calls handled, along with electronic monitoring to keep a tab on the quality. This should provide better service to the customers as well as help in the development of the employees.
There are two methods for call monitoring that are typically used at call centers - call recording software and in-person agent evaluation, according to Monet Software, a global provider of contact center workforce optimization solutions. These strategies can help call center managers gain insight into how procedures are followed and whether customers are satisfied. However, a comparison of the two methods shows that automated call monitoring is more efficient, effective and offers additional dividends beyond agent performance measurement.
Monet recently published a blog post explaining three areas where the differences between the call center quality monitoring methods are very clear such as speed and volume, audit trail and training.
Speed and Volume - You can monitor one call center agent for a shift, and listen in on every call, or you can set up call recording for the entire call center. You can also have complete access to every customer encounter from every agent over the course of one hour, one day or one week. If you want to review a specific encounter, a recording is preferable to working off your memory, and the agent’s.
A Verifiable Audit Trail - Every recorded call is an exact record of that customer encounter, which can be invaluable if that customer later files a complaint. While a misunderstanding of a business transaction is still possible, a call recording eliminates almost all disputes that arise from the contents of a verbal exchange.
Training - Call monitoring helps in training scenarios such as management reviews of agent performance such as identifying areas of concern and suggesting methods of improvement. Also, it can be valuable in an agent’s self-evaluation. Typically, an agent won’t be hired without demonstrating basic job skills required to deal with customers, so if a call center manager listens back to recorded calls, agents may find that they have drifted away from best practices and there is room for improvement.
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Edited by Rachel Ramsey