Real-time call monitoring and reporting is a powerful tool for improving agent performance in a contact center. When paired with post-call evaluations, real-time monitoring can provide a holistic view of agent performance and customer satisfaction trends. This holistic approach can help call centers fine-tune their agent training programs and coaching strategies. In addition, a real-time monitoring system can help call centers identify key areas that need improvement and empower agents to take corrective action before their performance is negatively impacted. Similarly, in transportation dispatching, real-time monitoring can enhance dispatcher efficiency and ensure smoother operations by identifying and addressing issues promptly, see more here to learn how these practices apply to transportation dispatching.
Boost Agent Morale
When agents know they are being monitored, it provides the incentive and motivation they need to do well in their jobs. By listening to calls in real time, managers can quickly spot agents who are performing well and offer them specific guidance and support to keep them up to speed. Real-time call monitoring software can also enable supervisors to whisper into a call without the customer hearing them (this feature is available in VCC Live). This allows managers to deliver immediate feedback and encouragement to their agents, boosting overall productivity and ensuring that customers receive a high level of service.
Ensure First-Call Resolution
Customer service issues often arise when a call is not resolved on the first try. When a call is left unresolved for too long, it can lead to lost revenue and poor customer experience. With real-time monitoring, managers can monitor in-progress calls for key phrases such as churn language, profanity, or high emotions. Upon detection, the system will alert the manager to intervene, so that a customer is not left frustrated and angry.
A High First-Call Resolution Rate is Important to Maintaining Customer Satisfaction
Real-time call monitoring helps managers track and improve a company’s customer satisfaction (CSAT) and customer retention rates. By tracking a company’s CSAT rate in real time, managers can identify if there is a trend of dissatisfied customers and take steps to improve customer loyalty and brand reputation.
Detect Customer Churn: Using a speech analytics solution, real-time call monitoring can automatically identify specific keywords such as “cancel,” “termination,” or “close account.” This data can then be used to trigger a next-best-action recommendation for agents, such as offering a free package upgrade, DVR box, or cable subscription extension to retain the customer.
Get a Better View of Agent Performance
By pairing real-time call monitoring with post-call evaluations, contact centers can obtain a more complete picture of agent performance and customer satisfaction trends. This can be useful for identifying key areas that need to be improved, as well as pinpointing which agents are excelling at their job and could benefit from additional training or coaching opportunities.
By leveraging the power of real-time call monitoring and partnering it with post-call evaluation tools, contact centers can drastically improve agent performance and customer satisfaction. It is essential that all call centers invest in the right type of customer interaction management technology for their unique business needs. To learn more about how Convin can help your organization, request a demo with our team of experts today!