Effectively using call center monitoring software
Call center monitoring software is a tool which lets management enhance customer satisfaction and constantly upgrade the skills of the agents involved. The quality assurance department regularly monitors the calls of agents and customers and gives a report to the management of the call center. The department also carries out periodic screenshots of an agent's terminal to see if right procedure is being adhered to. The management ensures that the quality benchmarks laid down by the call center are met by the agents. Simultaneously customer satisfaction levels are also gauged and linked with the quality of the calls being made. Trends are judged and proactive and reactive steps are taken if the level of customer satisfaction is below a certain level.
Call monitoring is a costly process. On an average each call center records 4-5 calls of each of it's agents per month. This increases the operational cost of the center, increasing equipment and staffing costs. Effective use of monitoring software is achieved only if the monitored calls directly help in raising the level of customer satisfaction. Regular periodic training of agents by analyzing the monitored calls is vital if errors in customer care have to be removed. Strategies for best call center monitoring practice differ in different call centers. Many centers define quality of a call through a set of predefined benchmarks such as adherence to script, courtesy, technical knowledge etc. In other centers the direct supervisor of the agents monitors the calls and accordingly guides them. Still others believe in peers letting monitor the calls. Each of these practices has advantages and disadvantages associated with each other. Which practice to adopt depends on the process a call center runs and its scale. The time limit between the monitored call and coaching / review should be minimal. Many Call recording monitoring systems have a provision, wherein a quality assurance agent can send a message directly to an agent's terminal screen. Small fundamental errors are pointed out instantly, whereas if a prolonged review session is required, it can be scheduled for a later time.
