Call Center Monitoring Software: How It Can Help Organizations


Call center facilities are the focus of global and on-call customer service. And making sure it has excellent customer service through call centers is very important to every kind of business. It is why monitoring is starting to become very crucial. But how do organizations start this process? This article will take a closer look at this kind of monitoring, the effective steps used in this process, and its advantages.

What is a call center monitoring?

Tracking the quality and productivity of these facilities is called contact or call center quality monitoring. Organizations can do this with a combination of technological and human effort help. For instance, they can manually monitor various calls to get a good look at workers’ performance.

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Not only that, companies can speed things up by using monitoring software that can record calls to track essential metrics. But every data point organizations gathers need to be crucial to the goals of the business. Possible challenges in the way of efficient and effective quality monitoring program include:

Lack of good and clear goals – Without a good and clearly defined master plan, these things will not deliver the needed results.

Too much information or data – It is impossible to listen to hundreds of voice calls every day.

Workers’ morale – Keeping a close eye on activities happening in the facility can make agents feel like they are unfairly criticized and judge by upper management.

Organizations can overcome these challenges by developing a suitable contact center monitoring plan.

How to effectively monitor contact centers?

Companies can create their plan by following these simple steps:

Define success

There is no point carelessly gathering information on the team if the organization does not know what purpose this information serves. That is why before companies create a tracking strategy, they need to ask themselves: What does success might look like for them? The answer to this simple question will tell the organization what kind of metrics they need to gather.

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First, list down your organization’s goals like brand awareness, growth objectives, and sales targets, as well as customer needs like detailed onboarding or reduced wait time. Not only that, think of the minimum compliance requirements of the contact facility. Based on this, organizations can concretely describe quality standards in the form of Key Performance Indicators or KPIs. These are numerical and specific indicators of success.

Listed below are common examples of Key Performance Indicators for these kinds of businesses.

Average handle time – The total duration of calls, including after-call tasks, transfers, and hold times.

Net promoter score – The chances of clients recommending the company’s services or products to people they know.

First-call resolution – The number of times workers resolve complaints in the client’s first contact.

But Key Performance Indicators is pretty content-specific, and organizations cannot evaluate a worker’s performance using these metrics alone. To get a more accurate and subjective evaluation of the workers’ performance, organizations can design a quality assurance scorecard.

These scorecards can be more descriptive and provide evaluators more space to give workers an excellent and actionable feedback. Companies can ask their workers to self-evaluate using tracking forms, or peers and supervisors can assign them quality assurance scores based on workers’ performance.

Overall, the organization’s quality assurance process needs to involve a 360-degree perspective-taking, with clients, workers, as well as immediate manager’s POV or points of view.

Involve the right individuals

Once companies know what info they need for call center tracking, the next thing they need to do is to define who will collect and analyze the information or data. Create a quality assurance team that will include executive management, agents, management, as well as other crucial decision-makers.

These individuals will need to be adequately trained for specific quality management jobs. Most importantly, they need to know the organization’s requirements and optimize internal processes to meet them. The quality assurance team will also be responsible for coaching sessions and training initiatives for both agents and themselves.

Pick calls to check or monitor

It is impossible to check or track all voice calls every day. But call center solutions need to choose high-impact calls in which the clients ideally:

Have had bad experiences with the organization

Have given bad feedback in the past

Have the possibility for upselling

Are considered high-value clients

On the other hand, organizations can choose to track a couple of workers. It may include workers on probation, agents with poor performance, agents that are consistently high performers who can help train other agents on the team.

There is time that a call may require tracking if it was:

Too short or too long

The call was escalated to the manager

The call was transferred too many times between multiple departments (to help analyze the routing system).

Choosing the right kinds of calls will provide companies with a good look at what the agents are dealing with daily.

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