Call Center Monitoring Software

2008-09-01 11:13:45

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Importance of Efficient Call Center Monitoring

A call center is an outsourced telephone service that contacts the customers or receives calls from customers on behalf of companies. Since these client companies have entrusted the responsibility to you of handling their customer-related matters, you should make sure that your call center functions are at least up to their expectations. Dissatisfied customers will affect sales and profitability of the client company. In turn, you lose your client company to competitors who can provide much better service quality.

As a manager of a call center, you need to regularly check the volume of inbound or outbound phone calls and just how well your agents handled the calls. You also need to ensure that inbound calls are properly directed and that waiting times for callers are not too long.

Benefits of Call Center Monitoring Software

Call center monitoring software have multiple functions to allow you to alaccess each phone conversation and evaluate it in terms of quality and time management. The software is usually compatible for both inbound and outbound call centers.

Automatic timers can take note of the time and duration of each call, as well as the length of time that a call was put on hold. In cases where a call is time-bound, such as for lessons by phone, it will be able to check the promptness of the call.

Call center monitoring software also have a listen-in feature that allows you to listen to any conversation between the agent and the customer. There are also recording features that can record calls at any time, so that you can replay the recording and listen to the phone conversation. You can then use the recording as basis to evaluate the performance of your agents.

The recordings also serve as vital evidence against agents who did not answer or make calls promptly, or who have said anything that is against company rules and policies.

Call center software can also collect all the monitoring data and summarize them into useful statistics. Total call and queueing times can be accurately derived, and the statistics serve as important inputs for managerial decisions.

What to Look for in Call Center Monitoring Software

Many software companies offer call center monitoring software. When deciding on which one to use, you should consider the company's reputation above everything.

You should select software which is stable and consistent, and which has customizable features for your own needs. While cost may also be a factor in choosing, it should be commensurate to the software's quality.

Ask for a free demonstration of the call center software to make sure that the features are exactly what you need for your own operations.


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