Within the call center environment, you’re under intense pressure to deliver high quality service, meet all performance expectations and maintain a very tight budget. How do you do all of this while still motivating your agents so you can keep attrition at a manageable level? Have you tried leveraging the power of call monitoring solutions beyond the requirements set forth by regulations in your industry? If you implement a robust solution, your center can quickly enjoy the benefits of call monitoring.

Benefits of Call Monitoring Include Agent Performance

The quality level of your call center is truly only as strong as your weakest agent. What tools do you have in place to identify those who need coaching and training? Believe it or not, your agents will step up their game if they know you’re monitoring their calls. In the call center industry, this is known as the Hawthorne Effect. Use it to your advantage, but demonstrate how the benefits of call monitoring also extend to the agent base. Additionally, provide your agents with access to the recorded calls so they can hear themselves speak and identify their own mistakes so that they recognize room for improvement as well.

The Benefits of Call Monitoring Include Reducing the Learning Curve

Your agents have a lot to learn in order to manage their activities and properly serve the customer on the phone or other interaction channels. Before the benefits of call monitoring were available, your supervisors had to sit with your new agents, guide them through their calls, and develop training according to identified weaknesses. Now, call monitoring software solutions automate this process for you. Speech analytics are generally built into call monitoring solutions that allow your supervisors to quickly identify critical calls and rate them according to key performance metrics.

Reduce Agent Attrition as You Enjoy the Benefits of Call Monitoring

No matter how you slice it, your call center agents have a tough job. When the pressure gets to be too much, they may jump ship in search of a more rewarding position. That does not have to be the norm within your call center. One of the benefits of call monitoring is that you can focus specifically on skill areas where your employees need help. This can provide a continuous improvement system for agent performance. Agent frustration and stagnation are reduced while skills improve. Making the investment in your agents will yield measurable results.

Benefits of Call Monitoring Help to Improve First Call Resolution

When conducting call monitoring within your call center, you need a solution that not only captures the voice interactions, but also records other actions taking place during the call. This information helps you to determine whether or not calls are being resolved properly on first contact. Every time a customer calls your center, this is a cost for you. If the customer’s issue is not resolved during that first interaction, that time is wasted. Exploit the benefits of call monitoring by capturing every action related to that call so your agents can more easily resolve an issue on first contact.

Benefits of Call Monitoring Should Include Increased Revenue Performance

Regardless of the technology you select for your contact center, it has to justify the investment. eWAY, an Australian payment gateway provider, measured an immediate 3 to 4 percent increase in revenue once they leveraged the benefits of call monitoring. Likewise, Alaska Airlines increased cross-sell revenue by nearly $500,000 by monitoring call center calls.

The benefits of call monitoring must extend to the bottom line so you can build a strong business case. As mentioned earlier, you can leverage the benefits of call monitoring to improve agent performance, reduce agent attrition and improve upon first call resolution. You can also drive improvements in up-sell and cross-sell opportunities.