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"For quality control, your call may be monitored." A common enough refrain when you call in for sales or account support, but what exactly does it mean? Call monitoring software lets supervisors observe and evaluate call agent performance for quality assurance and training purposes. By listening to recorded conversations, a call center supervisor can accurately evaluate agent performance and identify problem areas. Poorly trained or under-performing agents can significantly harm customer satisfaction. Call monitor software allows supervisors to assess the performance of their call agents to ensure they are providing customer service according to their organization's standards. Monitoring is also useful to identify where agents may be under-performing and where additional training is necessary. In addition, it gives management a better sense of overall customer satisfaction. Original call monitoring initiatives were strictly in-person, with the supervisor sitting right next to the monitored agent. Call center phone models typically offered a second handset so supervisors could listen to both sides of the conversation when monitoring. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
Call monitoring software
