Call center monitoring might be common, but are you taking advantage of its potential as a powerful tool for success?
This call may be monitored for quality assurance and training purposes. Anyone who’s been on the phone with any kind of call center has heard this. Call center monitoring is so commonplace that most people barely pay attention to it. However, if you run a call center, this monitoring process can be a powerful tool.
As in any business, ongoing training can help everyone succeed. Managers may learn things from experienced salespeople that they can then pass along to new people on the team. There may be a mistake or poorly worded passage written into the sales script that you can identify and correct through monitoring. You may hear new or unique issues come up that could indicate a problem with your product or service.
The key is to recognize where and how a call center monitoring process can benefit your team. Here’s what some of the most successful call centers are doing.
Maintain customer profiles, automate processes, and reach more customers with Call Logic’s call management software. Check out a free demo to see what we’re all about!
How to make your call center monitoring process a success
If you don’t already have the proper tools in place for a call center monitoring program, that’s the place to start. Call center software like Call Logic offers benefits like whisper coaching, which allows a manager to silently listen in to calls and provide tips to the call center agent. You also have the capacity to record and listen back to calls so that agents can hear the specifics of a conversation, like tone, speed, articulation, and so on.
Once you have your call center software in place, it’s time to get your call center monitoring program in order.
1. Determine what success is. As obvious as this seems, it’s important to reiterate since success isn’t the same for every call center monitoring program. What do you want to accomplish? Do you want to ensure excellent customer service? Higher sales? Are you trying to find out what makes your highest-performing agents such a force? And remember, we’re talking about a successful call monitoring program, which will look different than the success of your call center agents.
2. Gather your team. If you operate a larger call center, you won’t be able to do this alone. There are only so many calls you can listen to or recordings you can replay as one person. But with a team, you can focus on different strategies or work more effectively as a group.
3. Look for the right challenges. Again, call monitoring is about training, so what do you want to focus on? Are there consistent gaps in your onboarding process that you notice tripping up new call center agents? Maybe the script your agents use is too rigid. Or if similar questions come up time after time, perhaps your scripts aren’t covering the information they need to.
4. Pay attention to compliance. We all know call center compliance is a huge deal, but how does your call center monitoring help? It’s a great way to examine how effective your training is. If you’re catching a lot of mistakes, it might be time to rethink your compliance training.
5. Have your call center agents monitor other team members. Sometimes listening to and watching how other people work can play a significant role in our own improvement. And since monitoring is ultimately about training, even an hour or two every month or so can have valuable results.
One final step in a successful call monitoring process is to have the right tools to do the job. Call center software, like Call Logic, has a number of options that can make it easy to monitor and record calls and run live-time reports. You can find out if your team is on track, who they are contacting, if they are properly following up with prospects, and if they are using your sales scripts.
Recording and listening back to calls is a breeze, too, since you can record a single call or a series of calls. However, Call Logic automatically filters out the dead air time, so you aren’t left listening to silence between calls.
You can do more than just call monitoring and live-time listening, as well. You can review your own coaching history or dive into the training and coaching history of a particular call center agent, or even review calls to a specific phone number.
Find out how many calls your agents make, how much time they spend talking to prospects, and what their success rate is. And that’s in addition to all the benefits you would expect to get with call center software, such as smart caller ID, call transfer capabilities, voicemail drop so the software can leave voicemails for you, and emailing features for those email follow up requests.
Call Logic’s auto-dialer and call management software offers dozens of helpful tools to increase your success and simplify your daily tasks. Schedule a free demo today to learn more!