Call center monitoring software: Improve efficiency, reduce overhead
What is call center monitoring software?
Call center monitoring software is a tool to manage and measure quality assurance and associate performance in contact centers. There are many different types of call monitoring software, and they may vary slightly in features and functions. However, the main purpose of the software is to facilitate the recording and review of customer interactions.
Call center monitoring software can also provide additional features and data that is valuable to contact centers. It can gather quantitative information on customer interactions, such as call volumes, frequencies, lengths, etc. The system can even measure metrics like hold times and number of transfers required to reach a resolution.
What are the benefits of call center monitoring software?
The benefits of call center monitoring software are largely realized in improved associate performance. By better monitoring and managing customer interactions, it is easier to make sure that associates are meeting the minimum standards required. Call monitoring also provides data that can be used to determine the most impactful training needs.
Call center monitoring software can also be used to manage and schedule a contact center more efficiently. Buy understanding things like peak call times, average time to resolve, and even frequent customer complaints, the contact center can adjust staffing to maximize customer benefit while reducing or eliminating idle labor.
How is call monitoring software success measured?
Call center monitoring software can be designed or tweaked to focus on specific areas of call center management that are most important to the organization in question. For example, companies that are heavily interested in call statistics can choose a more robust package that provides more of this specific data. For this reason, call monitoring software success may be measured differently by different organizations, based on the tools that they are using.
Customer satisfaction, however, is metric that can be applied to almost any contact center in order to measure the efficacy of call monitoring. Many call center monitoring software systems can gather customer satisfaction survey data at the end of interactions. This data can be aggregated and tracked to show the improvement of customer satisfaction over time.
Choosing your call center monitoring software partner, Evaluate Quality in Phoenix AZ
If your contact center would benefit from improved efficiency and lowered overhead costs, contact the expert team at Evaluate Quality in the Phoenix/Scottsdale AZ area today. Evaluate Quality, founded by Sage Advantage, can design and manage a software solution for your organization’s specific needs to help with all aspects of call center management.
Whether your business is in Scottsdale, Phoenix AZ, or elsewhere in the United States, Evaluate Quality, developed by Sage Advantage, can help you develop and implement the call monitoring software program that is best for your business. Contact Evaluate Quality now to schedule your no obligation demonstration.