Devoted to the call center industry, the agents on the phones, and their managers

Listening to agents take or make calls is traditional in a call center.  This is called Agent Performance Monitoring.  Quality forms are made to check compliance, specifically what agents did or didn’t do during the call.  Though there has been some innovation in forms to include customer experience.  Some are trying to correlate items on the form to CSAT survey questions.

Precision Monitoring is a new trend in quality management.  With the right tools, you can focus on listening and evaluating calls that have a specific purpose.  There are a lot of things you can listen for in your center.  I’ll give you a head start by utilizing the list below:

• Determine acceptance of newly launched products or services within your existing subscribers.  You can compare them to new subscribers as well.

• Know what company policies are ticking your customer off. 
• Know which calls agents have difficulty with. 
• Analysts will be able to see a trend when calls are on queue or vice versa. 
• Experiment and validate a new script you would like to implement within a group of agents.

Look at your current operations and you will find a lot more to utilize this type of monitoring.  A purpose can be simple or complex, but it will open your ears and the benefits are endless.

The next step:  Implementation