Real-Time Call Monitoring: The Game Changer for Call Centres

Albert Howard

Real-Time Call Monitoring: The Game Changer for Call Centres

Companies in areas as diverse as healthcare and information technology rely on one common feature to function seamlessly, i.e., communication with clients. It is key to any business for data collection and establishing steady relations with customers. 

What is Real-Time Call Monitoring? 

Tracking and supervising customer interactions can be a huge task. The real-time call monitoring function allows the head to supervise their agent’s call behaviour while simultaneously developing a holistic awareness of their customers, especially their needs. These services provide real-time insights into the activities of call centres, which further assists in satisfying customers with answers to their inquiries, doubts, and questions and thus, improving their business performance. 

Importance of Real-Time Monitoring Calls

  1. Enhancing agent’s skills– Besides customer satisfaction, real-time monitoring improves call quality. For running any business, the agent-customer interaction should be coherent for both parties to gain rich data. However, time optimisation and following call etiquette are vital in terms of knowledge, data, and skills imparted. Furthermore, it keeps the agent accountable under constant supervision with regular feedback on their keywords and script. 
  2. Focusing on call quality – Supervising the conversation and performance of the agents keeps enterprises conscious of the techniques and etiquette that are used while conversing. Any lacuna or deficiency within an interaction can be corrected and improved, thus maintaining quality assurance. Further, it provides learning and guidance for newcomers to the company. 
  3. Going beyond customer satisfaction – These call monitoring services permit agents to provide their customers with the latest product and service updates without any obstruction. Updating the website based on trending questions or inquiries through call performance makes your business active and customer-centric. It further acts as strong evidence during legal disputes. 
  4. Swift modifications in real-time – In circumstances where agents can’t provide effective answers, the supervisors overseeing the interaction can intervene and contribute the required information. The call barging feature allows the supervisor to participate in the call with no hinderance. They can also answer the ring and directly speak to the customer. Such time optimisation and swift, appropriate response prevents the customer from becoming frustrated with the services.
  5. Universally effective – Many might see call monitoring as required only by the sales department; however, that isn’t the case. The marketing team and new employees can utilize these recorded conversations to formulate or reformulate their brand image. It further qualifies the employees of different verticals to function efficiently as instant communication is done for abrupt changes or product updates. 

Based on this, one might view such services as restricted to big companies and businesses to standardise their quality image. However, that isn’t true! Even if you have a start-up or a small business that you want to flourish, implementing call monitoring measures enables you to continuously improve your call centre technical support through business strategies and goals based on customer feedback. It further promotes a positive workforce culture by emphasising communication. 

Services Corresponding to Real-time Monitoring Calls 

Based on the above, it is evident that real-time call monitoring is effective in getting customer satisfaction while upscaling your business profile. However, to choose perfect service providers, it becomes essential for you to inquire into various other services provided corresponding to real-time call monitoring. 

Service providers must take an active role in understanding your business intentions and goals to provide services in accordance with them. 

Some of the services listed below are an excellent addition to your call monitoring feature, about which you should find out before choosing your perfect service provider. 

1) Illustrated Data – Impartial data that is regularly reported is necessary for allowing businesses to understand their weaknesses and take informed decisions to improve upon them. Thus, it becomes necessary to standardise certain prerequisite aspects of call services for you to judge the call performance. Data illustrated in graphs and stats are an effective way of delivering and interpreting information accurately and effectively to various verticals. 

2) IVR – An interactive voice response feature in the form of a self-help menu or auto-generated in-voice allows seamless and steady customer interaction. It further eases the burdens of the employees in call centres. 

3) Remote working opportunity – With the pandemic still taking a toll on various businesses, real-time monitoring allows them to continue their activity by making use of remote work while simultaneously supervising calls in real-time without needing an extensive infrastructure. 

The Conclusion 

If you are involved in the decision-making process of a big business or looking for a means to redevelop your image or are a start-up that wants to establish credible customers, the real-time call monitoring feature is an effective means of fulfilling your business goals. With customers and agents interacting at the centre, an atmosphere of informative exchange allows both to have holistic and satisfying experience.