Call monitoring is the process of recording and listening in on phone calls between customers, call center agents and businesses. The purpose of call monitoring is typically to evaluate the quality of customer service, identify training opportunities for employees, or to generate leads.
Have you ever heard the words “This call may be recorded for call quality monitoring and training purposes”, or something similar? Whichever business you were calling used some form of Call Monitoring, such as Convirza
Call Tracking allows managers new agents, administrators and agents themselves to analyze their performance with custom metrics.
Here is an example on how AI provides insights from monitored calls.
You’ve heard the automated message from a business letting you know your call is being recorded for their call quality assurance.
Any business, in any industry, that conducts business over the phone can benefit from call monitoring.
Customer service is the key to a profitable business. It’s no secret that retaining a customer is up to 7 times more profitable than acquiring a new one. Your support departments can use call monitoring to see agent performance and identify areas where customers fall of. Agents can be scored and receive actionable feedback, with measured implementation.
Customer support agents can be assessed on how well they helped a customer, followed company protocol, their efficiency, customer satisfaction, and any other metric your business would like to measure.
In addition, call center monitoring software is also useful for guiding you to the common problems and concerns your customers face. Customers are your greatest point of learning. This allows you to take proactive steps to solve issues customers may face, better your application or implement better processes. Learn the reasons behind a customer fire starting, so you can put them out before they begin.
Having sales representatives at the top of their game is essential for any business.
With call monitoring, sales managers and contact centers can listen to any call in real time. They can take previously recorded calls for training purposes.
Your best reps can share their monitored calls as a roadmap for success. These calls can be shared with other departments to align your marketing mission.
In addition, managers and reps can share feedback on insights on the call. Convirza combines with call monitoring, so you get additional analytics in real time. This call monitoring feature also allows AI to create a transcript of your call. This is useful for training, legal and documentation purposes.
On a mass scale, automated, call center monitoring and monitoring is vital for the success of a large organization. Call centers can utilize artificial intelligence to comb through large amounts of data while extracting individualized insights.
Call centers have increase risk of legal troubles due to high volumes of calls. Recording and monitoring all calls provides the center agent a proven record and safety net, should anything occur.
Similar to the benefits with sales and customer support, call centers can utilize individualized reports, metrics, and more as a result of the call center monitoring.
Your Marketing team utilizes call monitoring to evaluate what leads they are bringing in. Synergy between your own sales team and marketing is essential. Call monitoring fills the gap of knowledge. Marketing can listen to incoming leads, hear they questions and concerns, and create campaigns to find the best clients.
Marketing is able to make use of Conversation Analytics for deeper insights into a potential customers journey.
First, you’ll need to choose a call monitoring software solution that fits your needs. Make sure the software solution includes the basics. It needs to:
Next, you’ll want to determine your key objectives for call monitoring. Are you looking to improve agent performance, AI coaching, a call center platform or a white labelled product? Each of these may lead you to a different conclusion.
You’ll gain valuable insights into how your agents are performing and where there may be areas for improvement. You can use this information to identify training opportunities for your agents and make changes to your customer service approach to drive better results.
Once you’ve decided on a software, implementation is simple. You’ll get access to the pltform ans suite of tools. The technical side should be handled by the provider. With a strong provider you’ll have a quick turn around and you’re up and running!
Call monitoring can be a powerful tool for improving your business’s customer service and agent performance. By starting with the right call monitoring software and setting clear goals for your monitoring efforts, you can unlock the full potential of this powerful tool.
States require different types of consent in order for a call to be recorded. Internationally, there are different standards for call monitoring. Convirza will help you through each step of the way.
There are two types of consent in order for calls to be monitored.
An automated message stating the call is being recorded and the caller continuing to speak with a representative (in most cases) count as consent.
If you are in one of these 11 states, you are required to get the agreement of both parties for a call to be recorded:
Depending on your industry other laws may apply. These include HIPAA, the Sarbanes-Oxley Act and the Payment Card Industry Data Security Standard (PCI DSS). Convirza is HIPPA, PCI DAA and SOC compliant, as well as other legal requirements.
With one-party consent states your agents can grant consent. In two-party-consent states every party involved needs to grant consent. Here at Convirza, we do not want any clients to be liable for “eavesdropping” or “wiretapping”. This is why we help businesses in every state to comply with all local and federal regulations.
Monitoring calls is separate from call recordings, although they are similar. In many businesses, the words are used interchangeably. This includes the ability to actively listen to a call while it is happening. A call recording is distinct; it is a record of that call saved for future use.
This call center software features gives the monitor the option to give assistance to an agent during a live call. Only the agent can hear the monitor’s comments, not the caller! The caller is unable to hear and is unaware of the monitor’s presence during the call. This provides quality assurance without interrupting the customers experience.
This call center software feature allows someone to listen to a live call and join the call to speak with both the agent and caller. This allows
Hosted call recording is a standard call center software feature that records inbound and/or outbound calls. This is done for each and every department. Whether it is sales, customer support, marketing or others, call recording is a valuable tool.
These calls are saved and can be organized using call tags. This allows you to group training calls, champion calls and other calls on a need-basis. Calls are then available for easy access for training and review later.
Many contact center solutions include live quality monitoring features. This allows supervisors and managers to score agent performance during or after listening to a live call.
This is similar to manual call scoring, except completed by artificial intelligence. Evaluation forms measure service level related to the company’s KPIs, expectations for customer service, or other metrics relevant to the department. Many companies use these to monitor SLA adherence, and even manage bonus structure.
Call monitoring provides call logs of every outbound and inbound call. This includes timestamps, length of call and the outcome of the call.
Your remote workers can have clear expectations and metrics for success. Call monitoring is a valuable tool to lead your teams towards your organizations goals.
Call monitoring holds workers accountable. You cannot fake the number of outbound or inbound calls that are recorded. A computer will give you precise information about what each worker is doing and at what times.
Automatic reports to a manager or administrator allow them to quickly identify areas where workers may need additional assistance. We don’t encourage micromanagement, but it does allow for accountability within any organization.
Naturally, looking at a call-monitoring system can be intimidating. They take time to integrate, they can be expensive and there is a definite learning curve. Implementation is time-consuming, but the rewards are definitely worth it.
We recommend you consider these factors when looking at a call monitoring software:
Without tooting our own horn too much, we provide the most robust and comprehensive call monitoring solutions to date. We implore anyone to test as many services as possible, because we have seen customers come back to Convirza over and over again. Over 50,000 rooftops and a billion-plus calls recorded aren’t rookie numbers.
When looking for call monitoring tools to power your business, there are some important features to put on your due diligence list. The best call monitoring software for your contact center will provide:
At Convirza, we provide the best customer service to make any transition as smooth as possible. In addition, we offer a 21-day Free trial so you can work out any roadblocks before deciding on a software. Take Convirza for a test-drive today.
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