Three Reasons to Use Call Quality Monitoring Software
There are two methods for call monitoring that are routinely used at call centers – the use of call recording software, and in-person agent evaluation. Both can help management gain insight into how procedures are followed and whether customers are satisfied. But a comparison between the two clearly demonstrates that automated call monitoring is more efficient, more effective, and offers additional dividends beyond the measurement and improvement of agent performance. Here are three areas where the differences are particularly apparent. 1. Speed and Volume You could monitor one call center agent for a shift, and listen in on every call, or you can set up call recording for the entire call center, and have access to every customer encounter from every agent over the course of one hour, one day or one week. And if you wish to review a specific encounter, a recording is preferable to working off your memory, and the agent’s. Plus, you are more likely to capture a “typical” customer-agent encounter via call recording software, vs. sitting next to an agent who under those circumstances is sure to be on his/her best behavior. 2. A Verifiable Audit Trail Every recorded call is an exact record of that customer encounter which can prove invaluable if that customer later files a complaint or initiates legal action. Without that record liability protection becomes much more difficult. While a misunderstanding or misinterpretation of a business transaction is still possible, a recording eliminates nearly all disputes that arise from the contents of a verbal exchange. 3. Training Call monitoring aids in traditional training scenarios – management reviews an agent’s performance, identifies areas of concern and suggests methods of improvement – but it can be just as valuable in an agent’s self-evaluation. In most call centers, an agent won’t be hired without demonstrating the basic job skills required to deal with customers. That means they should be qualified to judge their job performance. By listening back to customer encounters, these agents may discover that they have drifted away from best practices. Sometimes, all it takes is a chance to review their courtesy, conversational style and use of scripted material, for self-correction to occur.
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