To a call centre manager, listening to the calls of his/her telemarketing staff is a regular part of the job. However, in the past, playing back call recordings was the standard way to monitor performance. Shortly after the calls were completed, call centre managers would listen back to pick out any instances when some assistance would have been helpful. The benefits to listening to call recordings included the ability to pause and rewind parts of the calls to ensure what was being heard.
The drawbacks, however, were many. Not the least of which was the fact that problems that may have occurred during the phone calls weren’t resolved during the first points of contact. Had the calls been listened to live, the call centre manager may have had the opportunity to step in right away, offer the required additional assistance and leave the customer with a much better taste in his/her mouth about his/her interaction with the company.
What are the major benefits of listening to calls live?
Well, let’s begin with the obvious. Immediate help is the best kind of help you can get. Customers appreciate when their questions are answered, their concerns are addressed and their problems are resolved – right away! Having to wait for a call back or even having to be placed on hold can be enough of an annoyance to send a customer to the competition. To vastly improve customer satisfaction, live call monitoring is practically mandatory.
Let’s not forget that with the immediate feedback you’re able to provide your phone agents, you’re bound to improve their performance. Arguably, there’s no better way to be better at your job than to learn on the job. By receiving help right away, your agent will be better equipped to handle similar situations in future – unassisted. Not to mention, phone agents tend to be on their toes when they know their managers are listening to their calls live.
Live call monitoring increases your phone agents’ credibility.
Better agent performance is just one of the many reasons that live call monitoring is so important. Improved efficiency, cost savings and increased credibility are other benefits to listening to your telemarketers’ calls live. On LinkedIn.com, U.K.-based entrepreneur, Chris Walthew explains that live call monitoring helps you to hear the credibility of your telemarketers on the phone.
“Regardless of your product/services, you want to ensure that the telemarketer representing your company is credible,” he writes, “Do they have enough knowledge of your company? Are they maintaining the level of professionalism that you expect from anyone representing your company? Through live listening, you can double check that the telemarketer is representing your company well.”
At SIClytics, we provide Live Call Monitoring services that enable you to instantly listen in to the live calls of your phone agents to hear what’s happening in real time. You can also use the feature to whisper information to your phone agents without the other parties hearing it. As well, the service allows you to barge into live calls in the event that they need to be taken over!
For more information about our Live Call Monitoring services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.