A call centre’s operation statistics should always be analysed and evaluated since they provide valuable insight into how the centre operates. Contact centre monitoring is essential for contact centres since supervisors may have to intervene in certain situations.
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What is contact centre monitoring?
Real-time call centre monitoring refers to features and tools available to supervisors in contact centres that enable them to monitor and oversee interactions between agents and customers. By analysing this information, one can gain a better understanding of how the contact centre functions on a daily basis, including the status figures of the agents, and inbound and outbound activities. A real-time monitoring system offers numerous benefits, such as boosting employee productivity, enhancing customer satisfaction, and improving customer service.
Let us take a look at how you can implement some key best practices to support your call centre monitoring.
Form a QA team
The best practice while monitoring the call quality is to create a quality assurance team. Your contact centre manager, supervisor, and high-performing call centre agents who understand your brand of customer service are the best people to form a quality assurance team. Every aspect of your QA process, including your call quality standards, will be based on insights about your business and your ideal customer experience.
Set your standards and performance indicators
What defines your success in running a call centre? Having quality standards and KPIs will help you determine whether your customer calls are successful or unsuccessful and whether your goals are being met. Quality standards can be generally categorised into business standards, customer standards, process standards, and compliance standards. While business standards ensure higher performance, customer standards make sure that you understand your customer. Process standards outline what happens after every call and compliance standards review the rules and regulations.
Tools and software
It is important for organisations to identify customer expectations and sentiments communicated during calls. For example, an agent’s speech analytics help businesses determine whether an agent is providing the best service or if he or she is having difficulty handling certain types of inquiries. By using speech analytics tools, businesses can analyse all the phone calls handled by an agent and find patterns where they succeed or struggle with particular inquiries. In the same way, a reliable call recording software not only captures your calls securely and reliably but should also be able to filter, search, and playback calls for QA, training, and evaluation purposes.
Analyse the data
Data from the calls should be analysed and agent performance compared to your standards and KPIs. The calls should be assessed in order to make the appropriate adjustments in behaviour. Assuring your quality standards align with your company’s priorities will help you account for the critical behaviours of your agents. You can make the most improvements and lasting changes in your contact centre by understanding the balance between each agent’s strengths and weaknesses during the call QA review process.
Training is important
Managing, tracking, and attaining training goals should be part of your call quality monitoring program, such as with a learning management system. Your team can gain valuable insights about your customers and agents when you use call quality monitoring in conjunction with a quality assurance program.
Contact centre monitoring is not just a way to increase productivity; it gives employees the opportunities and tools to improve themselves. To know more about call centre monitoring and to deliver the experience your customers are expecting, visit us here.
