Call centers are critical components of the customer service process. When a customer calls a call center, these calls are often recorded to ensure that a certain standard is upheld. Call center monitoring is a means by which call centers gather performance data. This data can be used to provide agents feedback and improve the call center’s overall performance.
Usually, call centers use a call center monitoring software program that listens to calls rather than a person. This program then provides valuable performance analysis and identifies areas that need improvement. These monitoring systems highlight opportunities for enhanced operations, benefiting all call center employees. Here are some benefits you should know.
Call Center Monitoring Improves Customer Service
Call center quality assurance is designed to boost a call center’s overall performance, which includes customer service and customer experience. Customer service and call center performance are intertwined tightly.
There are two ways to look at a call center’s call performance.
Quantity
- How many calls does a call center take each day?
- Which agents take the most calls?
- How many inquiries are resolved?
- What percentage of sales are closed?
- What is the revenue?
Call center quality monitoring is useful for these quantitative data analytics. Management can find trends and patterns and use this data to create action plans to improve key performance indicators.
Quality
When it comes to call center performance, qualitative performance is just as significant because it is more indicative of customer service scores:
- How long do customers wait on the phone before their calls are answered?
- How long do customers wait on hold?
- What is a call center’s call abandonment rate?
- What average time does a call center take to respond to a missed call?
These metrics paint a clearer picture of a call center’s performance from a customer standpoint. They help determine how well a call center performs its customer service duties.
Call Center Monitoring Improves Agent Satisfaction
Call center agents and employees also benefit from successful call center monitoring. Agents who understand their strengths and weaknesses can work to improve their performance clearly and effectively. Call center monitoring gives employees the tools they need for success.
Of course, call center quality assurance helps management because it allows them to identify issues and address them quickly and efficiently. Management can more easily assist employees in challenging areas. You can fix problems, saving managers and employees stress and frustration. Here is a list of benefits of efficient call center monitoring.
- Clarifying each department’s impact.
- Helping management focus training efforts.
- Facilitating employee development.
- Allowing employees to voice concerns.
- Highlighting problematic business procedures.
After pinpointing ineffective procedures, management can restructure them or develop new methods that work better for the entire call center. Employees have a say because they handle the day-to-day call center operations.
Techniques for Call Center Monitoring
Call center monitoring software typically gathers lots of different metrics. However, best call quality assurance practices don’t rely solely on the software and the metrics. Gather information from the metrics to get a well-rounded view of agent performance, then go a step further.
- Clearly state performance goals and easily accessible to agents.
- Hold meetings with agents to discuss and gain their insight and suggestions.
- Provide incentives and reward high-performing agents.
Management should clearly define agents’ expectations and what outstanding performance actually means. That way, agents have a game plan to follow. Call scripts are handy for keeping on track. It is also essential to keep industry benchmarks in mind when setting goals.
Additionally, keep the agents in the loop. Management should listen to them, and agents should feel heard. Agents should have access to phone calls to understand their call center monitoring scores better. Share good call performance examples, so agents know what to aim for.
How Endicott’s Call Center Virtual Assistant Can Improve Your Business
Endicott Call Centers is a national call center company with omnichannel services. We have all the equipment and training to help you with your business under any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.
Request a quote or call 800-947-3227 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings.