Call Monitoring

What is Call Monitoring?

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What is Call Monitoring?

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.

What does a call monitoring specialist do?

Call monitoring specialists do the following in the contact center: 

Monitoring customer service calls: The specialist listens to telephone calls between agents and customers to evaluate the quality of service delivered by the agent.

Analyzing call quality: The specialist analyzes the quality of the call, including factors such as whether the agent followed the correct script, how long the call lasted, and whether the customer was satisfied with the outcome.

Evaluating agent performance: Based on their analysis, the specialist provides feedback and coaching to the agents to help improve their performance.

Identifying training needs: The specialist identifies training needs and recommends appropriate training programs or materials to improve the performance of agents.

Providing performance reports: The specialist compiles performance reports for managers and leaders to measure the success of the call center and identify areas that need improvement.

Identifying patterns and trends: The specialist analyzes data to identify patterns and trends in customer service, helping managers develop strategies to enhance customer satisfaction and resolve problems.

How does call monitoring benefit you?

Call monitoring can enhance customer satisfaction, improve compliance and service delivery, identify training and development needs, and ultimately lead to better performance, better customer experience, and better business outcomes. Contact center managers can also use it to: 

Improved operational performance: Call monitoring provides an opportunity to evaluate the performance of call center agents, identify any gaps and provide feedback to enhance their skills and productivity. This can lead to higher call volume, better service delivery and ultimately higher customer satisfaction.

Improve customer satisfaction: Call monitoring can help identify patterns and trends, identify potential issues and understand customer preferences, allowing for tailored responses, resulting in an improved customer experience and retention.

Monitor compliance: Compliance with industry regulations or specific company policies can be challenging to monitor at scale. Call monitoring provides a systematic way to address compliance, including policy adherence, minimizing risks and ensuring consistency in approach.

Identify agent training needs: Call monitoring helps to identify training opportunities. Providing training to address gaps in current skills and knowledge can improve the skills of agents, leading to better performance and more satisfied customers.

Quality assurance improvement: Call monitoring aids in highlighting trends or recurring issues that would be difficult to identify with small data sets, allowing for ongoing monitoring, intervention and improvement strategies.

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.

LiveVox Helps You

Change The Game For Your Contact Center

  • Improve customer loyalty and satisfaction
  • Attract and retain the best agents
  • Get immediate KPI and bottom line gains
  • Automate and maximize performance

Learn About Upgrading

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About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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