Call center industry is an evergreen industry without a doubt, but at the same time, the competition level is fierce. There are so many call centers in the world and each call center compete against hundreds of other call centers because of the increasing trend of global outsourcing. Thus to survive in the industry and making sure to increase the returns over investment, the call centers need to take many actions. One of the effective actions, the call centers need to take is having an advanced live call monitoring solution in their call center software as well as using the same on an ongoing basis. In this article, I will share the top 3 reasons you need the advanced live call monitoring in your call center solution.

1. To assure the best customer experience

Customer experience defines the success of any call center. Thus, each call center constantly looks for ways to improve the customer experience. The live call monitoring lets you monitor the factors that define the experience of a customer. The agents need to have following in their pitch to provide the best user experience:

  • Honestly
  • Interest
  • Professionalism
  • Personalization
  • Empathy
  • Friendliness

With advanced live call monitoring solution, the supervisors can monitor the agents to see all above mentioned traits are there in the pitch of the agents or not. Even they can take over the call while they monitor something going wrong in the way of attending a customer.

2. To assure the best productivity

The agents need to have the best pitch to deliver the best experience to the customers. At the same time, they need to be

  • Quick to adopt
  • Calm and compose during heated conversation
  • Attentive to the customer
  • Effective

Also, the agents should have thorough knowledge of the product or service he provides support for. The live call monitoring in the call center solution provides an integrated view to the supervisors to assure all of the above mentioned points. Moreover, it lets them supervise whether the agents are really taking calls at their best and working with the maximum productivity or not as in they can see ringing calls, ongoing calls, missed calls and many other details in real time.

3. To assure efficient utilization of resources

The live call monitoring let a call center collect much important information as well as mentor the resources in real time. This helps in gauging which agent is performing best; which campaigns are giving a good ROI; which calls are suspicious or waste of time; so on and so forth. All the information can be used for better planning of the resources to increase effectiveness of the investment.

All above mentioned 3 points are necessary in the call center and that is why the call center solution must have an integrated live call monitoring system in it. There are some call center solutions with a very basic live call view which is not enough. To know more about the advanced live call monitoring system in the call center solution with a live demo, contact us.