Call monitoring is a form of quality management that call centers implement to ensure that customers are receiving a level of support that meets company standards. Call monitoring software is a tool that can help call center management track and monitor agent performance. This software can give leadership insight in multiple ways. One example is call recording. Call recordings are kept so that supervisors and agents can go back and listen in on customer interactions. This can help team leaders identify those agents that may need more training or coaching. It can also help them identify trending call drivers. Call recordings also help capture agent best practices and provide quality reference material for new trainees or for agents that need a refresher. Call monitoring software also works by capturing screen recordings of customer and agent interactions. Screen recordings can be leveraged to improve agent coaching and training by providing a glimpse into experienced navigation of phone and customer management software. Call monitoring software can also track important agent metrics such as talk time, average handle time, resolution rates, hold times, silent times, transfer rates, and more.
The software can compile reports for supervisors that can help pinpoint which agents may need extra support and indicate exactly what they may be struggling with. This data can also be used to identify agents that are performing well. Reports make it easy for leadership to compare metrics between low and high-performing individuals, and it also helps them find out what agents should focus on to improve.
More Call Monitoring Resources for Call and Contact Centers
Quality Assurance & Compliance in Call Center Management (livevox.com)
Reduce risk across customer channels. Reduce the risk of regulatory violations by ensuring that 100% of call, email, SMS, and chat interactions are monitored for compliance.
How to Monitor Call Center Performance | LiveVox
Call monitoring and scoring. Call center managers can deliver objective performance evaluations by leveraging call monitoring and scoring. Driven by speech analytics, it can help you determine a conversation’s emotional tone, how to target keywords were used, and agent performance.
Quality Assurance in Your Call Center: 9 Ways to Get & Keep It (livevox.com)
What does quality monitoring involve? Quality assurance plans vary from call center to call center, but they typically involve monitoring calls, customer satisfaction surveys, and data such as first call resolution rates and average handle time.
