Now you've signed up for a call answering service like Callix, how do you know our Callix team leaders are maintaining standards?
This is where call monitoring steps in.
It's a practice in call center environments where supervisors listen to agents interact with customers in real-time so they can monitor and rate their performance. Callix has a call monitoring feature that allows Callix team leaders to observe agents while calls are in progress. Here's how we keep our standards high so your business benefits from our services.
We identify call agents' points of improvement and areas of strength
Call monitoring allows supervisors to observe an agent's performance live. By doing so, usually without the agent's knowledge, the supervisor is able to pinpoint flaws that might become a problem in the future if not addressed. Moreover, call monitoring is also a good progress tracker. Did your agent learn anything from your previous training session? Callix team leaders regularly pick up the headset and find out.
We gain feedback from employees
Discussions after the call monitoring give the employees an avenue to provide their supervisors with helpful insight. Maybe your agents are not comfortable with some parts of the protocol, or maybe your company has a rule that is getting in the way of providing good customer service. Having them explain the reason behind their performance will result in an honest exchange that can ultimately be of good use to the management.
We enhance customer experience and satisfaction
Call monitoring is perhaps the most effective way to find out if your workforce is effective or not. By taking the position of the silent observer, you don't just to get to listen to your agents, you also hear how the customer reacts as well. Are they satisfied with your agent's performance? Is he being asked to wait multiple times? Are your agents responding in a swift yet respectful manner? These observations will be of good use during the goal-setting process.
We reduce operation costs
Lastly, call monitoring is an essential tool for lessening operation expenses. It is way easier to identify which subjects to tackle during training sessions because supervisors have the prior evaluation that they can base the topics on. As a result, the budget allotted for training costs are managed efficiently. Agents are also given the chance to improve, instead of being asked to pack up and leave upfront if their performance is less than satisfactory. Hence, turnover is minimized. In this set-up, the Callix gains loyal employees who are honed according to the organization's rules and protocols.
Whether its finances or customer service you're worried about, call monitoring is a surefire way to maximize efficiency in all aspects of your business. Give Callix a try, and see how our call monitoring practices can help grow your business.