In the world of call centers, call monitoring solutions are often put in place to be sure agents are performing as expected, to adhere to industry regulations or to ensure the company is protected in the event of a dispute. What may easily be overlooked is the potential call monitoring solutions offer in helping to drive revenue.

In the general sense, call monitoring solutions are implemented to allow managers or supervisors to listen to customer interactions and provide feedback to the agent. Perhaps the agent should improve his or her sales approach or needs some additional training in order to overcome challenges or obstacles presented by the customer.

Call monitoring solutions are perceived as an intrusion by some individuals – often the same individuals who do not recognize the benefit the practice provides. Such an employee generally misses the point in call monitoring solutions in that they provide an opportunity to gauge new business ideas and improve on current company operations.

Within the call center software industry, call monitoring solutions should not be seen as an interruption to the normal approach to business, but instead a way to capture critical customer information that can be plugged back into the customer relationship management (CRM) solution to drive increased sales revenues.

This is the opportunity for the company overall to recognize the wants and needs of the customer and develop solutions or services that cater to those wants and needs. Customers, believe it or not, want to be sold to and they want to be offered things that meet their needs. A company can’t capitalize on that opportunity if they don’t know the needs of the customer. Call monitoring solutions help to capture that information and take it to the next level.

In addition, call monitoring solutions help to create a sense of empowerment and achievement for those working within the contact center. A platform that encourages the monitoring of customer interactions helps to develop knowledge sharing and training solutions that improve the performance of all involved in customer care.

For instance, the call center contact center agent is generally handed specific goals when they step into their position. They know how many calls they should complete or how many sales they should be able to make within a given time period. If they are not hitting their targets, however, that can affect their pay and their morale. The next step is an interaction with a supervisor to figure out what they are doing wrong.

A more productive approach would be the deployment of a call monitoring solution that would capture interactions in real time and provide actionable feedback for the agent. He or she can then build on that feedback to improve performance. This method not only improves the agent’s capabilities, it also helps to drive greater customer satisfaction and a higher number of closed sales.

When deploying the call monitoring solution, it is important to note that the point is not to micro-manage agents within the call center. Instead, this integration should be done to improve the performance of the entire team as they work toward goals established for the center as a whole. After all, when agents are thriving, they are delivering a better experience for the customer and a happy customer is generally a buying customer.