It is a big challenge to manage a contact center well enough so that customer service and productivity are always at very high levels. Real-time monitoring, however, can assist your call center to keep proper track of all the agents so that quality is not compromised at any cost.
Being aware of what exactly is happening in your call center is important. The extent to which the agents comply with the processes and the given quality guidelines and also what is communicated between the agents and the customers is highly crucial for getting success in the long-run.
By knowing how the call was conducted after it concludes does not give the managers of a call center the ability to take action or intervene in an ongoing call. But, real-time call monitoring can help agents, as well as, managers not only react, but act accordingly.
Here are some of the key reasons for the significance of real-time call monitoring in a contact center.
#1. Reveal areas of excellence
Real-time monitoring can reveal the areas where a contact center has been performing outstandingly well. Also, when a particular team or department is excelling, real-time monitoring may reveal the reason so that those procedures and practices can be adopted and replicated across your call center.
#2. Ensuring a steady level of good customer service
If sophisticated software for real-time monitoring is put in place, call center managers are instantly alerted to issues related to customer service when they occur rather than knowing about them after the conclusion of the call. Such a system can monitor the in-progress calls automatically for defined acoustic and language traits like high emotions, profanity, and escalation attempts after which they can send an alert message to the managers about a development of a risky customer service situations. In this way, they can take steps proactively so that those issues can be resolved and the affected customers can be retained. This makes sure that the customer hangs up satisfied and pleased as opposed to feeling defeated and frustrated with the help of real-time monitoring.
This monitoring system is a constituent of a wider speech analytics system and can even offer agents with advice or guidance over an alternative action when specific items of interest happen on a call. It is a type of bonus for convincing the customers to continue with the services of a call center.
According to reports, about 89 percent of your customers who had experienced poor or dismal service from your brand or company may desert you for your business rival. So it is important that your customers should always conclude their call on a pleasant and harmonious note.
#3. Concentrate on your problem areas
Real-time monitoring can help your supervisors to focus on the areas that require improvements in the process of a contact center. Irrespective of the area, be it training, productivity or customer service, real-time monitoring can help in revealing issues that should be immediately addressed prior to them getting escalated.
#4. Spot the Underperforming and the Best-Performing Agents
Each agent in your contact center will have a unique set of weaknesses and skills. So, what makes a particular agent outstanding while the other agent has to struggle with his or her work? How is it possible to truly assess your agents’ performance on the basis of only a few calls? Since the speech analytics system is in place, it is possible for the manager to review all the calls on an ongoing basis and get a real knowledge of which of them are the best-performing agents and which agents require a little more help in some types of customer interactions. Consistent and objective scoring on every contact can be provided by a real-time monitoring system. Efficient and fast feedback on agents’ performance can be delivered and it helps the managers to improve training programs for agents.
Quality analysts can monitor call quality with the aid of real-time monitoring and review the ongoing call as and when take place. This gives a good idea about how the agents in a call center are performing on a daily basis without just reviewing a tiny sample of calls.
If these results are clubbed with the post-call analytics, managers of call center can easily compare their agents against several key performance metrics to find out the best-performers and ones who require more intensive coaching and guidance.
#5. Ensure compliance in all customer interactions
Agents in a call center must always adhere to crucial compliance requirements for all interactions with their callers. Monitoring for process and call compliance in a contact center is especially crucial for collection firms where the number of litigations because of non-compliance are rapidly increasing.
Real-time monitoring software can help your supervisors to monitor all customer calls for their agents and alert them immediately to get in touch with events that need a quick intervention. So, when a real-time monitoring system is in place, compliance and performance issues can never get overlooked or slip away from the focus of the managers and supervisors in a call center.