In a nutshell, call monitoring enables call center managers to calibrate and improve the call handling skills of their agents by identifying weak points and acting on them. With the right guidance, agents can provide better customer service over the phone. By making sure your outsourced call center company in the Philippines uses effective call monitoring strategies, you are therefore safeguarding the longevity of your business.
How monitoring is done
During call monitoring, agents are assessed based on predetermined standards and overall impression made while talking to the customer. This is usually done by having a supervisor or team leader listen to a live call between an agent and a customer. Scenarios may also sometimes be simulated and may not involve actual customers.
Proper monitoring involves a comprehensive evaluation of agents' skills. Meaning, every aspect should be taken into consideration, including verbal communication skills, knowledge, and attitude. Instead of solely using score sheets to rate performance, evaluation forms must also allot spaces for qualitative assessment of the call.
Moreover, monitoring must not only focus on the weaknesses of agents, but on their strengths as well. This will help them identify which practices should be eliminated and which ones should be reinforced.
The benefits of monitoring
Effective call monitoring can identify flaws in call handling procedures. This can guide supervisors when conducting training and coaching sessions, which then leads to better performance of call center agents. The amount of guidance given by team leaders to agents can also affect the latter’s confidence level and motivation to do better.
When ineffective practices are eliminated, the result is better customer experience. Common call handling errors such as inability to resolve problems at first contact, unnecessary transfers, and prolonged call times can be avoided. In other words, the overall performance of the call center will improve, which then leads to higher customer satisfaction.
A call center that employs reliable call monitoring procedures can guarantee outsourcing clients topnotch workforce. The exceptional customer service can help build their reputation. With increased customer loyalty, a business can have stable or even increased revenues. Moreover, a business that can consistently give the best services to customers will likely expand or grow faster because of the continuous support it gets from them.
Call quality monitoring is an investment to guarantee quality agent performance. With comprehensive evaluation, a call center can have agents that can deliver outstanding customer service.