Call Center Monitoring

Companies offering call center monitoring services or software solutions offer concrete methods for assessing, assuring, and improving the performance of call center agents. Call center monitoring is achieved through metrics such as evaluations, comparative analyses, and feedback.

Call Center Monitoring

Call center monitoring is accomplished through three basic actions: measurement, analysis, and feedback. This creates a continuous loop of assessment and calibration based on objective metrics and scoring gleaned from call recordings, real-time analytics, and other forms of evaluation.

For call center metrics to be most effective, the statistics and reporting must be considered relevant, practical, and above all, objective by the call center agent.

Traditional call center metrics often rely on two key aspects:

  • Speech analysis
    • Phonetic indexing
    • Transcription
    • Multi-speaker speech separation (Role recognition)
    • Emotion detection
    • Talk-over analysis
  • Call flow
    • Call duration
    • Call time
    • Number of call transfers
    • Number of call holds
    • Hold duration

Newer features of speech analysis, such as emotion detection, reflect a blending of competing viewpoints (acoustic features only vs. linguistics-only philosophies) and the technologies that can accommodate them both.

Acoustic features include:
  • Volume
  • Tone
  • Pitch
  • Intensity
  • Inflection
  • Rate of speed

Linguistic attributes include:
  • Words
  • Pauses
  • Stops
  • Hesitations
  • Laughter
  • Sighs

Emotion detection can create a more layered, nuanced approach to call monitoring, ensuring that the overall context (rather than simple word frequency) provides a fuller picture, especially if that picture is one of customer frustration.

Another new tool in speech analysis is talk-over analysis. Simultaneous crosstalk between customers and representatives is a source (and indicator) of frustration. Talk-over analysis can also pinpoint silences, which can imply a knowledge gap and a potential improvement area to target.

Real-Time Analytics

Real-time analytics are increasing in popularity with many call center managers. Recorded calls can take days to index, depending on factors such as how much data there is and where it's housed (on-premises or hosted). Real-time analytics can help call center agents to regulate and improve their CRM performance while it's most critical — as it's happening.

The real-time call center monitoring and reporting offered by some call center monitoring services and software give call center managers quick access to data on groups and individuals. Some call center solutions take real-time analytics a step further by integrating real-time analytics into the call center routing procedures. Using predictive availability algorithms, call-routing procedures, and analytics — rather than simple skills-based routing — to match callers and call service agents increases the probability of success before the CRM representative even takes the call.

Advanced Call Center Monitoring

While speech analysis used to be the gold standard, call center monitoring has adapted to include the multiple input channels that any quality CRM-focused call center employs, from basic chat to social media. (This includes social listening.)

Cutting edge call center reporting now also incorporates text analysis, which encompasses a broad array of direct contact channels and areas that function as social listening posts:

  • Text messaging
  • Email
  • Chat/IM
  • Blogs
  • Forums
  • Review sites
  • News stories
  • Social media, such as:
    • Twitter
    • Facebook
    • Wikis
    • YouTube

The integrated systems that accommodate all the potential access points for customer service representative to customer interaction are called multichannel analytics, or analytics convergence.

NICE and Verint are some of the leading systems for multichannel analytic call center monitoring, allowing cross-platform analysis of customer and company interaction through chat, surveys, email, and phone calls, as well as help agent desktop activity (tracking programs used during the call). Others include Autonomy etalk, Nexidia, Utopy, and CallMiner.

Benefits of Call Center Monitoring

Call center management, employees, and call center CRM all benefit from the performance analyses provided by call center software and outsourced call center monitoring.

Call center monitoring is a critical component of call center CRM. Call center monitoring helps call center companies, call center representatives, and customers have pleasant, effective experiences while resolving problems. Call center monitoring can boost a consumer's confidence and a company's reputation, which ultimately raises the bottom line. Call center monitoring can be an efficient, economical, and highly professional means of ensuring blue chip service and cultivating customer loyalty.

Call center monitoring helps companies:

  • Maintain a consistent level of customer service
  • Identify service representatives who need more training
  • Elevate candidates who are eligible for advancement
  • Pinpoint areas of concern/success
  • More easily gauge customer satisfaction

Unbiased Evaluations

When outsourced call center monitoring is used as a call center management tool, call center companies and call center staff benefit from unbiased evaluations. Scores and evaluations from independent third parties (uninfluenced by personal relationships) are more trustworthy call center metrics than internal teams. Reports from outsourced call center monitoring services can be used to honestly assess and identify strengths and weaknesses.

Call center monitoring software can help companies focus on issues such as call conversion and customer retention. Call center monitoring software is used to record conversations and use speech analytics to evaluate performance and identify directions for growth and expansion.

Benefits of Call Center Reports for Call Center Representatives

Call center monitoring presents call center agents with opportunities for continuous skills improvement, a better understanding of expectations, and structured guidance toward career goals.

Call center reports are regularly scheduled, or issued on-demand as the need arises. Call center reports ensure that a customer service agent is always aware of his or her performance levels as well as the steps they can (or should) take to further develop their skills.

VoIP Call Center Monitoring Software

VoIP call monitoring enables companies to implement call monitoring software on their own corporate PBX rather than relying on an outsourced call center monitoring service. VoIP call center software is easily installed and compatible with most system features such as TDM. VoIP call center software is scalable and can always provide growing companies with the solution that is right for them at any given time.

Call center software enables companies to decide which calls to record (block recording in 2-party states, for instance), offers guidance for coaching and additional training, and provides quality monitoring, among other features.

Companies offering VoIP call center monitoring software include:

See also

Created by: jarnold, Last modification: Tue 05 of Dec, 2017 (16:24 UTC) by kononyukv
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