Businesses today can benefit greatly by improving their customer service. Call centers play an important role in any business and are essential for efficient customer service. Customer service agents have to deal with large call volumes, interact with customers and gather feedback from them. These calls need to be monitored for delivering a high-level customer experience.
Call monitoring is used to offer a quick resolution for customer queries. In this article, we will learn how call monitoring can boost customer service. But before that, let’s learn what call monitoring is.
What is Call Monitoring?
Call monitoring is a process wherein the interaction between an agent and the customer is observed and recorded for later analysis. By analyzing the response rates, businesses can interpret the waiting times, which further helps in planning resources. Call monitoring also lets a business determine the effectiveness of its services and the agent’s performance.
How Call Monitoring Boosts Customer Service?
Call monitoring services to help to recognize issues, train employees, manage teams, and drive performance by keeping customer needs at the forefront. Here is how it boosts customer service, as well as organizational productivity:
Improves Team Performance
With call monitoring, a business can analyze the tone of its agents, how they are making the sales pitch and responding to customer questions, etc. so that the areas that need improvement can be zeroed on.
Enhances Organisational Productivity
The team leaders can carry out real-time monitoring and communicate with their agents. Using customer feedback, call center agents can reduce their call handling time and deliver faster results to customers. Once that happens, agents’ morale is lifted, resulting in a lesser attrition rate.
Improves Customer Experience & Offers Higher Customer Satisfaction
By reducing the average call duration and taking more customer support queries, the customer experience can be enhanced, resulting in lifetime value for the business and maximum customer satisfaction. Tracking KPIs such as net promoter score, customer retention, churn, rate, and customer effort score improves overall customer satisfaction.
Understand Customer Expectations
Call monitoring allows you to understand customer expectations in sales and support. With proper feedback data, businesses can determine the customer’s perception of them. Call monitoring provides this data and helps in making decisions faster.
Reduced Employee Turnover
Call monitoring allows organizations to boost employee job satisfaction by reducing employee turnover. It also helps in solving the problem of finding new agents and training them. Further, it helps in enhancing employee productivity, keeping them engaged, and invoking better performance.
Helps in Boosting Sales
When you outsource call center services, you can be assured of better sales with call monitoring. Call monitoring is a great way to determine how the leads are handled and how the inadequacies in the sales pitches can be addressed. Conversation analytics can provide insights to map your customer journey, enhance and improve customer service and streamline operations, ultimately boosting sales.
Through conversation analytics, one can monitor customer conversations, flag keywords, and trends, and monitor the sentiment in the calls using speech analysis.
Offers Training to Employees
The call recordings can be used by a company for training purposes. Using this data, the HR department can customize its training courses. The data is beneficial for both new and current employees. With live call monitoring, employees can improve their training and performance, so that the managers can work on core business functions and the workforce can deliver quality results without supervision or directions.
Offers Accurate Performance Data
Call center monitoring services provide objective metrics to benchmark employees’ performance. A sudden increase in the number of call volumes can affect an employee’s performance negatively, whereas positive feedback can encourage them to keep their performance up to the mark. Accurate performance metrics are a reliable way to decode the improvement in employee performance.
With a proper call monitoring program, organizations can be assured of excellent customer service. An advanced call monitoring software allows businesses the benefits listed above, as well as leads to effective customer service management and overall operations. Call monitoring not only improves organizational productivity but also gives employees the tools to improve themselves and become their managers. Hence, call monitoring is key not just for meeting customer expectations, but also for overall company success, enhanced sales and revenue, improved agent performance, and reduced costs.