Customer satisfaction has become essential to business success in today’s competitive market. As a result, it is not sufficient for businesses to dedicate a customer support team and leave the entire process to them. So, what can businesses do in this situation? The simple answer is call monitoring.
Call monitoring helps you understand the customer’s needs and wants so that you can decide how to satisfy them. Moreover, call monitoring helps improve a business’s sales and enhances marketing strategies.
So, in this comprehensive guide, we will understand call monitoring, its benefits, application, and best practices. Let’s start with an introduction to call monitoring.
What is Call Monitoring?
Call monitoring is a process of listening, observing, tracking, and evaluating the inbound and outbound calls for various purposes, including quality assurance, improving agents’ performance, and enhancing marketing and sales strategies.
Call Monitoring has been used for a long time as a business practice where a supervisor or manager joins a support, marketing, or sales call to understand performance and assist the agents as needed.
Initially, call monitoring was limited up to tracking the calls; however, with the advancement of VoIP and the introduction of the unified communication channel, it also deals with messages and emails.
Call monitoring requires call monitoring software, which is part of a software system known as a cloud contact center program or call management program. This phone system operates over the internet. It usually includes the types like call whisper, call barge and call recording. Let’s learn more about them in detail.
Types of Call Monitoring
Three key types of call monitoring are used in most call centers: Call whispering, call barging, and call listening.
A. Call Whispering
Call whispering is a type of call monitoring that allows supervisors or managers to join a call between an agent and another party( usually customers, leads, and prospects). Moreover, the supervisor or the manager can listen and offer guidance/ instructions to the agent without the customer’s knowledge.
This method is useful when training new employees, quality assurance, and handling difficult situations.
B. Call Barging
Another prominent type of call monitoring is call barging. This method allows supervisors and managers to join the call, listen, and communicate with agents and customers for immediate assistance. Sometimes, the supervisors even take over the call.
This call monitoring method is usually used for immediate assistance and ensuring compliance.
C. Call Recording
Finally, call recording is another call-monitoring method that records phone communications between agents and customers to be reviewed, analyzed, and trained later. This call-monitoring method is beneficial for dispute management, feedback, and training.
Why Call Monitoring Matters?
Call monitoring has become an essential component of all the call centers in every business and market. Here are some major reasons why call monitoring matters in your contact center.
A. Quality Assurance
First and foremost, call monitoring is vital in the quality assurance of services. Call monitoring helps ensure consistent service is delivered to the customers within the predetermined standard. Furthermore, businesses can assess the calls to determine the agents’ strong and weak points and encourage the required improvements.
B. Training and Coaching
Second on the list, we have training and coaching. The call monitoring methods like call recording ensure a huge amount of data is collected for future reference. Businesses and supervisors can use these data for training in developing new employees. Furthermore, these data can also be used to improve experienced agents continuously.
But wait, there is more, call monitoring methods like call barging and call whispering can be used to offer guidance and instruction during a live call, which can be much more practical. Finally, call monitoring gives agents feedback, which enhances their skills, builds confidence, and helps them perform better.
C. Compliance and Legal Considerations
Lastly, call monitoring is essential for compliance and legal considerations since it ensures that employees follow internal and external compliance standards. Providing an audit trail through call records and monitoring data lowers the likelihood of legal consequences or fines. Finally, it protects an organization’s interests and reputation in disputes or legal challenges.
Advantages of Call Monitoring in Call Centers
1. Improved Efficiency
Call monitoring helps identify agents’ and businesses’ issues, pain points, and bottlenecks. After identifying and assessing such issues, the call center can take corrective action and implement the best practices, improving efficiency. Furthermore, the strong points and strengths of the call center, like reduced call handling time, can be developed further.
2. Enhanced Customer Service
Call monitoring enables supervisors and contact center managers to ensure positive and effective customer interactions. Moreover, they can offer guidance and help to resolve issues as quickly as possible. These factors ultimately lead to enhanced customer service, maintaining customer loyalty, and brand image.
3. Effective Resolution
There might be cases when the agents are unable to resolve some issues. If this happens too often, it can lead to a loss of customers and significantly impact the business. In such cases, call monitoring can act as a lifesaver for businesses.
Using call monitoring methods like call barging and whispering, managers can offer real-time resolution, improving the customer experience.
4. Better Training
Finally, call monitoring enables focused training and coaching by reviewing recorded calls and giving real-time feedback. This helps agents improve their abilities and deliver their best work. New employees can largely benefit from this training and development.
Who Uses Call Monitoring Software?
Call monitoring software has become a trend, and its use is increasing exponentially. As a result, there are several businesses and industries that use call monitoring software. Here are some of them.
1. Call Centers
Call centers are arguably the biggest call center users. Various call centers, including customer support, technical support, customer care, and sales centers, use call monitoring software to manage and enhance agent performance and customer interactions.
Moreover, they also use call monitoring software to understand the market and trends for identifying issues and opportunities.
2. Marketing Agencies
Marketing or telemarketing agencies often use call monitoring software to enhance sales and revenue performance. Moreover, these agencies use the software to offer top-notch call quality and customer service. But wait, there is more, Marketing agencies are known to use this software to ensure compliance with telemarketing regulations.
E-commerce businesses and online marketplaces are known for extensively using call monitoring software. They use this software solution to handle customer inquiries and complaints effectively. Moreover, these businesses deal with a large amount of orders. As a result, they might use the monitoring application to track the orders and their details.
4. Hospitality Business
Hospitality businesses like hotels, airlines, and travel agencies also use the call monitoring application to offer some of the best customer service. Call monitoring in these industries helps address inquiries and appointment scheduling, improving the overall service and efficiency.
Furthermore, call monitoring features are widely used in marketing, sales, and customer service departments of educational institutes, financial institutions, and emergency services.
Best Practices for Call Monitoring
Call monitoring can significantly improve the quality of customer service and the efficiency of business operations. But you know you can improve these factors immensely with simple steps. Here are some of them:
1. Set Clear Goals
Start your call-monitoring process by setting up clear goals and objectives. Identify specific goals for your call monitoring program, such as improving customer satisfaction for brand loyalty, increasing sales without making more expenses like hiring more people, or improving compliance with your business operation.
Remember: The data collected from the call monitoring serves no purpose if you do not have a specific goal.
2. Offering Feedback
Provide agents with constructive and specific feedback based on the results of the call monitoring program. Agents should receive timely feedback that focuses on improving their performance.
Feedback is essential for a better change. However, remember to maintain professionalism and a positive tone while offering feedback.
3. Offer Training
Establish a regular training process among supervisors and agents to ensure a consistent approach to evaluation. Encourage open communication and continuous learning. Moreover, it is recommended that you maintain a habit of learning new market trends, ensuring you are up-to-date with the market.
4. Regular Reviewing
Regularly reviewing your call data will help you uncover patterns and identify issues. In this way, you can inform your agents if they have a bad day at the office or seasonal fluctuations in call volumes. In this way, you can inform your agents if they have a bad day at the office or seasonal fluctuations in call volumes.
Analyze and review call data regularly to identify trends and common issues. This analysis will help you adjust your call-monitoring practices as per your needs.
5. Offer Customer-centric Service
Last but not least, focus on providing customer-centric services. Examine the interaction from the customer’s perspective, looking at how it aligns with their expectations and needs. At the end of the day, it is all about offering top-notch service to your customers for long-term benefits.
Summing up, call monitoring has become an integral part of customer service, boosting sales and improving marketing campaigns in the current market. Moreover, the need and use of Call monitoring is increasing in various businesses and industries. So, it is high time to consider integrating a call monitoring function in your organization.
After going through the advantages and why call monitoring matters, as mentioned above, you must know why you need this process in your business. Finally, the concept of call monitoring might seem daunting for those new to it, but we’ve highlighted best practices and strategies that can help you harness its full potential.
Frequently Asked Questions (FAQs)
Why is monitoring phone calls important?
Call monitoring is important because it improves customer service, employee efficiency, and business compliance. Moreover, it helps in better productivity of marketing, sales, and customer care efforts.
What are the four types of call monitoring?
The four types of call monitoring are call barging, call whispering, call listening, and call recording.
What is the other name of call monitoring?
Call monitoring is also commonly known as agent monitoring, quality monitoring, and call logging.