About call monitoring software
Call monitoring software is a critical element to the smooth operation of an inbound or outbound customer contact center. This software provides the ability to record and review customer interactions, including calls, emails, and chats. With this tool, call quality can be easily measured, scored, and communicated to management and associates.
Call monitoring software can offer a host of other benefits as well, such as call metrics and statistics that help drive strategic operational improvements in the contact center. However, the core of the benefits of call monitoring software is really found in the ability to objectively provide performance management for operators.
Performance management in a call center
Call center performance management encompasses training and skill development, rating agent performance, and acting upon agent ratings. Without a robust call monitoring software system, trying to perform these activities can be incredibly difficult. Managers simply would not have the hard data and metrics required to make solid and objective decisions.
Take associate training as an example. Call center management may realize that customer satisfaction is not at the level that it ought to be, and remedial training for associates is required. However, identifying which associates need to be retrained, and what specific topics or scripts need to be worked on, may be little more than guesswork if call center data is not available.
Integrating call monitoring software and performance management
Call monitoring software takes the guesswork and bias out of associate performance management. With up to 100% of customer interactions recorded, management can be comfortable that they have a clear picture of each agent’s performance.
Scoring metrics can also be provided as part of call monitoring software, so evaluations become less subjective. This increased accuracy in associate feedback leads directly to more effective improvements. Coaching and training can be specifically targeted to each associate’s performance improvement needs.
Having the data to fully understand associate performance can also lead to a fair and robust reward program for associate excellence. This, in turn, boosts morale and incentivizes all associates to continue to enhance their performance and learn to provide best in class customer service.
Your call monitoring software implementation partner in Scottsdale AZ
If your business recognizes the importance of effective call monitoring software for associate performance management, contact the expert team at Evaluate Quality in the Phoenix/Scottsdale AZ area today. Evaluate Quality, founded by Sage Advantage, can design a software solution for your organization’s specific needs that helps with all aspects of call center management, including performance management.
Whether your business is in Scottsdale, Phoenix AZ, or elsewhere in the United States, Evaluate Quality can help you implement the call monitoring software program that is best for your business. Contact Evaluate Quality today and schedule your no obligation demonstration.