The modern age businesses set up call centers with the intention to grow customer base, generate more sales revenue, and improve customer satisfaction. The businesses also monitor and review call center performance consistently to achieve these pre-defined goals.
While reviewing a call center’s performance, the decision makers need to assess quality of calls and efficiency of agents. But they often find it difficult to monitor the quality of each call and efficiency of each agent on a regular basis.
As a robust call center feature, call monitoring makes it easier for managers or supervisors to evaluate the performance of individual agents by listening to live calls and previously recorded calls.
The Cambridge Dictionary describes call monitoring as “The act of listening to and recording phone conversations between customers and company employees in order to improve service, and as a record of what has been discussed and agreed.”
Most call centers these days emphasize on call monitoring to reap a number of benefits – identify agent deficits, boost agent performance, expedite agent re-skilling, deliver high-quality service, and boost customer satisfaction.
There was a time when managers have to monitor live calls by sitting next to an agent and listen to him or her while interacting with callers. But the new age call center solutions enable supervisors to monitor both live and recorded calls without putting extra time and effort.
For instance, the cloud-hosted auto dialer software enables managers to listen to and monitor live calls without disturbing the ongoing conversation.
Likewise, the cloud-hosted interactive voice response solutions facilitate quality checking by recording both incoming and outgoing calls in HD format and save the audio files automatically. Hence, managers can easily perform call monitoring by choosing the right inbound and outbound call center solutions.
They can use the interactive dashboard provided by the call center solution to listen to any ongoing call. They can further select and listen to a live call simply by selecting the appropriate option.
Likewise, they can revisit and review the previously recorded customer calls by choosing the relevant options. The dashboard helps managers to monitor and review both live and previously recorded calls directly and instantaneously.
The cloud-hosted call center solutions complement live call monitoring with call whispering feature. The call whispering feature enables a supervisor or manager to speak to an agent directly when he or she is interacting with a customer without letting the customer know.
The managers leverage call whispering features to ensure first call resolution and boost customer satisfaction by providing relevant information or assistance to the agent during customer interaction. They can perform call whispering while listening to a live call.
The new age call center solutions facilitate call whispering through an interactive dashboard. The supervisor can use the dashboard to listen to an ongoing conversation without intimating the agent and the customer. But he or she can talk to the agent directly during customer interaction simply by selecting the appropriate option.
The dashboard makes it easier for managers to help agents to provide more relevant information or assistance to the caller without putting the call on hold. The agents can further resolve complaints and issues without requesting customers to call back.
The new age call center solutions extend live call monitoring by providing a useful call center feature like call barging. The call barging feature allows a supervisor to speak to the agent and the customer during by dropping in or barging into a live conversation.
The managers initially listen to the ongoing interacting between in the agent and the customer without causing any disturbance. But the barge into an ongoing call to take action required for boosting customer satisfaction and ensuring first call resolution.
The managers leverage the call barging feature provided by the call center solution to provide on-time assistance to the agent, deliver high-quality customer service, prevent call escalation, and manage remote agents.
They can further barge into an ongoing call seamlessly simply by selecting the appropriate option available in the dashboards. The managers can further perform call barging while listening to ongoing calls in real-time.
On the whole, live call monitoring, call barging, and call whispering are three important stages in the call center monitoring process. The cloud-hosted call center solutions make it easier for managers to do live call monitoring, call barging, and call whispering by providing interactive dashboards. The dashboards allow users to perform call barging and call whispering while listening to an ongoing call in real-time.