Call monitoring is the process of listening to and assessing customer-agent voice interactions. It is a common practice in most – if not all – call centers. You may be surprised to know that audio call monitoring has a market niche of its own. Take a look at the below infographic.
Most of us could be under the impression that customer experience (CX) should be at its peak at call centers using a call quality monitoring process. But the reality is different and can be seen in the below statistics:
- A Mckinsey study reveals that only 37% of companies feel they are using the call monitoring feature to create value. It means that the other 63% of companies have not yet unlocked the true potential of call monitoring.
- In another study, 80% of call center supervisors think their team provides excellent customer service. But the shocking truth is that only 8% of customers feel the same.
These two studies should be enough to convince you to learn more about call monitoring in detail. Read this blog till the end to find out what you need to know.
Why call monitoring is crucial for call centers?
We will discuss four ways call monitoring can help your virtual call center.
1. Quality assurance
Every business has its quality assurance (QA) department. Call monitoring is one of the QA best practices of call centers that help to serve customers in a better way. Customer service managers can record and playback calls and evaluate the agent’s performance. The software can also assess various qualitative aspects like the tone of voice, the pace of talking to customers, and the agent’s approach to solving problems.
Most of the latest call monitoring software also comes with a customizable QA call monitoring form. In this form, you can assess agents based on predefined criteria like:
- Soft Skills
You can see an example of a call monitoring form below:
2. Ensure compliance and data security
Call centers across the globe have to comply with some strict rules and regulations. The call monitoring feature helps organizations in the compliance process. It helps to identify sensitive data in voice calls and can automatically stop recording such interactions. Advanced call center software can also secure the recordings in a cloud server. Organizations can retrieve the data in the future if needed.
3. Workforce productivity
Based on the results of the call assessment, managers can recommend corrective training and improvement programs for call center agents. Call quality monitoring is significant in large establishments having multiple departments and call centers. The team managers can share results across departments to boost the overall productivity of the company.
4. Improve business profitability
Call monitoring helps businesses identify the competition and differentiate themselves from their competitors. In-built analytics can assess customer perception of company products or services. Based on these insights, the business leaders can make better decisions and head towards profitability.
Now, you are aware of how call monitoring can make a difference for your call center. We should also discuss the best practices of call monitoring used by successful organizations. But before that, let us understand the concept of real-time call monitoring.
Traditional v/s Real-time call monitoring
In traditional call monitoring, all calls are recorded, stored in a database, and assessed later. It helps call centers to quite an extent from a broader perspective. But it does not help when the agent is interacting with customers and trying to resolve their queries.
What is a real-time call monitoring feature?
Real-time call monitoring, as the name suggests, evaluates every call in the present moment. It provides managers with access to detailed call analytics and alerts. The latest software can track speech patterns to identify abusive language, escalation attempts, and customer sentiment.
How real-time call monitoring works?
Real-time monitoring uses AI-driven speech analytics to assess everything included in a call. The algorithm automatically generates a transcript of every call in real-time. Managers can listen to the calls and help the agents provide solutions to customers.
How real-time monitoring helps your call center?
1. Consistency in customer service
Real-time call monitoring can guide agents to take the best action when certain things occur on the call. For instance, take a look at the below image showing an unhappy telecom subscriber.
2. Track agents’ performance accurately
Real-time monitoring provides accurate scores for every call and also gives performance feedback to agents and managers during the call.
Post-call analytics helps call center managers to compare and contrast agents based on different parameters. They can then decide who is good and who needs more one-on-one training.
3. Real-time compliance
Real-time call monitoring systems track every call for FDCPA violations, Mini Miranda language, right-party contact language, and the use of abusive language from either party. In case of any violations, the system alerts the managers to intervene immediately.
5 call monitoring best practices you should never ignore
1. Record and monitor all calls
The call centers want to make call monitoring processes faster. For this reason, some call centers take a shortcut. They analyze random calls. Unfortunately, it does not provide the complete picture. Instead of taking shortcuts, call centers should automate the entire process using the latest call center software. It will help them monitor and evaluate 100% of the calls.
2. Hold retro meetings
Retro meetings help top-performing agents to share their winning behaviors with fellow agents. For example, they can share the tactics and vocabulary they use to resolve calls. Remember, call center software can deliver excellent results only when you share the insights with everyone around you.
3. Document your call monitoring policy
If you own real-time call monitoring software, update your call monitoring and evaluation documentation. Share this document across the organization. All agents and team managers should have clarity on evaluation areas. Include the call monitoring policy when training newly-recruited agents and managers.
4. Everyone should be a part of the process
Executive management must ensure that managers, supervisors, and agents play an active role in the call monitoring process. Interactive quality management dashboards combine all results and deliver insights in a few clicks. When everyone is aware of what the insights mean, it helps achieve key business objectives across all departments.
5. Compare data with industry benchmarks
You gain access to valuable internal data through real-time call monitoring but, you should also compare it with external industry data and statistics. Compare KPIs like average call abandonment rate, time to answer, queue time, and service level. It helps you get a realistic idea of the targets you should set for your agents.
A final word
Most call centers know the importance of call monitoring, and they are doing it regularly. But very few know how to monitor calls the right way. After reading this blog, you know many important things about call monitoring. The next step is to implement the best practices you learned in this blog. Also, share the knowledge with your peers.
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