What is call center monitoring software?

turntable 1109588 640 300x180 - Call center monitoring software- what it is and why you need it

Call center monitoring software encompasses a broad range of business solution software designed to help companies manage and control their contact centers. Stated simply, call center monitoring software keeps track of customer interactions that occur in your business. Call center monitoring software integrates with your contact center and helps you with the management of important business metrics.

There are a range of services that can be provided by a call center monitoring software.

Some of these services include:

  • Call, chat and email recording for review
  • Data gathering from customer interactions (type of request, category of customer issue or feedback, etc.)
  • Customer satisfaction surveys
  • Customer interaction statistics (type of contact, frequency of contact, length of contact, etc.)
  • Contact center associate monitoring, evaluation and training
  • Contact center quality assurance

Some businesses require all of these services and more, while others might only be interested in a select few. It’s important to ensure that the features and benefits of your call monitoring software are well matched to your organization’s needs.

Is call center monitoring software right for my business?

How do your customers feel about the service and interactions they have with your contact center? If you can’t answer that question confidently, you probably have a gap in call center quality assurance and management. A good monitoring software solution can help you.

Many businesses don’t fully realize what they are missing until after they implement call center monitoring software. At that point, issues in customer service and associate training, as well as customer frustrations, may become glaringly obvious.

Poorly managed call centers can increase operating costs, negatively impact a business’s reputation, and damage customer loyalty and retention. Don’t let this become the fate of your business. With a call center monitoring software solution, you can avoid these pitfalls while also gathering and analyzing valuable data from your call center. Call center insights can help drive strategic direction and improve your organization’s bottom line.

Where can I get call center monitoring software?

Are you ready to better manage and metric your call center? If so, contact Evaluate Quality now. The expert team at Evaluate Quality has successfully implemented call center monitoring software solutions for companies ranging from Fortune 500 organizations to small businesses. The Evaluate Quality call center management tool is fully customizable, allowing it to deliver all of the benefits that provide value to your organization without unnecessary features or costs.

Evaluate Quality, Scottsdale AZ

The Evaluate Quality system is streamlined, easily implemented, and well supported. To learn more about the opportunities for your business to partner with Evaluate Quality, founded by Sage Advantage, for call center monitoring software, contact them today. Schedule your no obligation demonstration online or over the phone now.