If your business has a call centre, you’re likely aware of the enormous volume of calls these centres receive each day. The content and outcome of these calls can vary widely—ranging from quick questions to comprehensive feedback.
By implementing contact centre monitoring processes, you can collect crucial information about your call centre’s operations. This information will allow you to solve complaints more efficiently and optimise productivity within the centre.
Many businesses don’t have the time or facilities to monitor their call centres well. Hiring an external firm is an excellent solution.
In this article, we’ll guide you through the ins and outs of contact centre monitoring—starting with the reasons why you might consider implementing such processes.
- Why does my business need contact centre monitoring?
The overarching goal behind contact centre monitoring is to keep your call centre operations running smoothly.
To avoid drops in productivity—and to ensure every customer has a positive experience—you’ll need to make sure voice quality, availability, connections, and your critical systems remain consistent.
Here are a few key statistics:
- You’ll save approximately 46% on troubleshooting time when you implement contact centre monitoring.
- The processes could lower your operational costs by 43%.
- On average, businesses experience a 21% increase in employee productivity when implementing these processes.
For cost-effectively operating your call centre—and without missing critical customer feedback—investing in quality contact centre monitoring is vital.
- What’s involved in contact centre monitoring?
How you choose to monitor your contact centre—whether using an internal department or an external firm—will largely depend on your business’s needs and preferences.
Here are a few ways to get the most out of your contact monitoring process:
- Listen in on customer calls—or ideally, record them. Quality monitors can listen to calls live or reflect on them later. Recording calls is useful if there is any conflict of opinion.
- Create a scorecard to measure any subjective metrics, like customer manner and courtesy. It’s useful to get input from as many stakeholders as possible, including your employees.
- Score each call using the scorecard. Your management team can reflect upon these scores and make decisions about training or updating procedures.
- Why you might hire an external firm
Along with time constraints, there are a few more reasons why you might hire an external firm to handle your call centre monitoring.
A company supervisor, for example, may have time to monitor a few calls per month—while a dedicated external firm could monitor up to eight calls per week (for each employee).
External firms can also provide a more objective analysis of your call centre’s performance. There is no existing relationship between the quality monitor and the call centre employee, so there is no risk of a biased assessment.
Hiring an external firm can also offer a second opinion about your internal operations and provide insights your quality team may miss.
Conclusion
Contact centre monitoring software allows you to access accurate and crucial data about your call centre operations—including customer feedback, agent courtesy, and whether or not your staff are following procedures appropriately.
