All of us have heard the automated message when we call up customer service for complaint resolution: “This call may be monitored or recorded for quality assurance purposes.” We believe that call monitoring is all about control and training. However, this feature can be used for various businesses and departments.
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What is call monitoring?
Call monitoring refers to the process of listening to a representative’s calls with the objective of improving the quality of communication and customer service. It is widely used in customer support and telemarketing settings to increase agent efficiency and deliver a high-quality customer experience.
Sometimes, terms like call logging, quality monitoring, and agent monitoring are also used to refer to call monitoring. Managers and quality analysts can monitor calls with or without the knowledge of the agent. Besides, managers can also record calls and use them for later access, analysis, or training.
Ways to do call monitoring?
There are numerous ways to monitor calls. You can be on an extension call and listen to the interaction between your agent and the customer. Or, you can jump into a live call and speak to both parties. There’s no right or wrong way to monitor calls, and you can pick the way that best suits you, your agents, and your organization.
That said, there are a few common ways of monitoring calls, such as:
Live call monitoring is the primary method of call monitoring that has been out for decades. In this form of call monitoring, you enter a live call between an agent and a customer and listen to the interaction without either party’s knowledge. Live call listening is an effective way to get real-time insights into how your agents interact with the customers.
Whispering is a process in which a manager or supervisor speaks directly to the agent during a call, without the customer hearing. This call monitoring method is beneficial because, in addition to tracking the agent’s call, the supervisor can help the agent in real-time to enhance the customer experience.
In call barging, a supervisor jumps into a live call unannounced and can speak to both the parties. The supervisor can enter a live call and interact with both the customer and agent without the need for call waiting or transferring. However, this process can be less effective as the agent may get nervous with a supervisor monitoring him in real-time.
Call-recording is holistic and one of the best ways to monitor calls. In this process, you enable automatic call recording in your call monitoring software. When a call ends, the software automatically records and stores it. Supervisors can then access and analyze these calls to monitor agent performance and suggest improvements.
Benefits of call monitoring
In a nutshell, call monitoring helps you ensure that your call center workforce is effective, compliant, and productive in providing excellent customer service.
Here are some of the key benefits of call monitoring
1. Identify deficits and proficiency in agent performance
Call monitoring helps you gain a comprehensive view of an agent’s performance, including his deficits and proficiency. Let’s say an agent struggles when a customer asks for a refund. By monitoring the calls, you can determine why the agent struggles with this type of caller and where he is going wrong.
2. Improve agent performance
Once you’ve identified the deficits in an agent’s performance, you can organize curated training sessions to address them. If your agent struggles to handle refund requests, you can train him to respond to such queries in a particular way. This way, your agent will be able to better manage the customers without ruining the customer experience.
3. Increased agent morale
Your agents may not show, but they want help. Working in a call center, especially outbound where agents need to make sales, can be difficult. The agents need to know what they’re doing wrong and how they can improve.
At the same time, they’d also like to hear what they’re doing right. Call monitoring allows you to pinpoint both areas of excellence as well as improvement.
4. Enhanced customer satisfaction
The ultimate goal of call monitoring is to increase customer satisfaction. If your agents are not performing as per requirement, it’ll translate to unhappy customers and lost business.
Call monitoring lets you train your agents to be customer-centric and focus on the customers’ satisfaction. Satisfied customers turn into recurring customers, which adds revenue to your business.
5. Boost sales
In outbound call centers, your goal is to generate sales and revenue. If your agents are not interacting efficiently with the customers, your sales will plunge, and business will dry up.
Call monitoring helps you run your outbound call center like a well-oiled machine. By tracking your agents’ calls, you can determine what exactly they’re doing wrong and how to maximize their potential to increase sales.
6. Increased overall revenue
The purpose of call monitoring is to generate greater revenue for your company. When you continuously monitor and improve your agents’ performance, you increase the chances of making your customers happy and encourage them to do business with you again.
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It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.
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Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
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Frequently Asked Questions
Call monitoring is a system for monitoring telephony activity and sending telephony-related information to the assigned agent upon request. Ideally, this system is implemented by companies to understand the customer behavior, evaluate the agents' activity, and monitor call quality, to provide the best possible customer service.
There are various capabilities available in call monitoring software. Call monitoring software tracks your calls and delivers caller information in real-time to your manager, service provider, or supervisors. Some allow you to monitor particular calls, such as those for customer service or threats in the workplace. Others are more general-purpose and can be used to monitor your calls with other companies or individuals.
Businesses with a focus on sales and customer service implement call monitoring software. It helps them constantly evaluate and optimize their practices.