At SIClytics, we would go so far as to argue that there is no type of employee who benefits more from feedback than a phone agent. Employees who work on the phones speak to customers at much greater rates than any other industry professional. Therefore, it should probably be obvious that phone agents need the most encouragement as well as tips and pointers to help make them better at their jobs.
Simply put, it’s important to monitor the calls of phone agents to ensure that they are all performing at their best. Here are three major reasons why:
1. It helps to correct common mistakes.
Not all phone reps are going to be perfect on each of their calls. There are many factors that may cause them to miss out on opportunities to make sales and/or provide top-of-the-line customer service. In such cases, your monitoring of their calls will help you to pinpoint the areas of concern that can be improved.
“Knowing that a call centre agent struggles when interacting with customers who ask for a refund because call scorings from this call type consistently fall below the expected threshold is helpful,” notes TalkDesk.com, “but knowing why this agent struggles with this call type by analyzing call recordings from these interactions is imperative to gaining a comprehensive understanding of where the agent is going wrong.”
2. It motivates your staff members and inevitably makes them happier.
You may think that phone agents feel uncomfortable knowing that their calls may be monitored. But, in fact, the opposite is generally true. Not only does call monitoring keep them on their toes, but it ensures them that they’ll receive advice on how to better their performances. Keep in mind that feedback should always include both constructive criticism and positive reinforcements. As a call centre manager, you should take advantage of every opportunity to offer proverbial pats on the back to reps who are doing well.
As Jeanne Landau points out on Business2Community.com, a happy staff is a productive staff. “Happy employees can be the strongest asset a company has,” she writes, “With contact centre agents interfacing over the phone every day with hundreds and thousands of customers, handling important customer issues, it is critical that these employees are satisfied with their position in the company so that they project a positive attitude and image.”
3. It helps to promote customer satisfaction.
All call centres pride themselves on their customer service. Monitoring calls helps you to determine who, on your team, is the most proficient at pleasing your customers. “There’s a reason that the standard disclaimer call center callers hear includes the words ‘quality assurance purposes,’” says TalkDesk.com, “Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.”
At SIClytics, we offer Live Call Monitoring services that enable call centre managers to whisper information to their reps while they are on their calls. This helps to create more immediate conflict resolutions. If absolutely necessary, managers can also barge in on the calls and take them over to satisfy escalated customer needs!
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.