How does Call Center Monitoring Work?

Call centers are now interacting with customers on multiple platforms, like the phone, Web chat, e-mail and social media, and it is important that they are equipped with the proper solutions to utilize these platforms. With so many intricate levels of communication, organizations now have to use call recording solutions across the entire platform, as it helps save time and boost efficiency in the call center.

To help consumers understand how call monitoring works, Monet Software, a provider of call center solutions, has created a typical scenario in which automated call center monitoring can be applied to improving the performance of a call center agent.

1. Call recordings are captured: The automated system captures all recordings from an agent for their shift. These calls can then be organized by a number of different metrics, based on which metrics are most important to the supervisor – call waiting time, actual call time, first call resolution, etc. In addition, quality monitoring also incorporates screen capture, so supervisors have a visual as well as audio record of each customer engagement. 
2. Call retrieval: The supervisor finds the calls he or she wishes to review. Sometimes a random sampling can provide insight into how that agent is performing. Or, if specific criteria are under review, these can be found quickly through the system’s search and retrieval functions. 
3. Call scoring: For each call reviewed, the supervisor scores the agent’s performance based on adherence to the script, courtesy, call resolution and other factors. 
4. Agent review: Scores are made available to the agent for self-evaluation, and can also be used as motivation for improving performance. Information collected through automated call center monitoring is also invaluable for training. By listening back to customer encounters, an agent may discover that he has drifted away from best practices. Sometimes, all it takes is a chance to review their courtesy, conversational style and use of scripted material for self-correction to occur. 

Monet Software makes double use out of its call recording solutions already in place by using it to monitor customer interactions, and also have a handle on the talents of their staff members.

After an organization effectively weeds out its weaker employees, it can work on adopting a scheduling solution, like the one offered by Monet, that will create a flexible shift model, keep track of shrinkage, track and improve schedule adherence and keep the highest talent on staff by ranking agents. There are a variety of workforce management solutions, like call recording, that can be utilized by a call center to increase productivity, and to learn more ways on how they can benefit the call center please visit Monet.

Edited by Alisen Downey

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