Monitoring the employees and teams working in call centers or call center monitoring is a crucial part of running a call center business or any of your departments handling customer support service these days. This is to ensure that employees are always in check and not taking long coffee breaks instead of helping solve customer problems. Plus, such tools and techniques also assist in improving work efficiency and providing better customer service. So, in today’s post, we will tell you all about it and also reveal the software we use to maximize the productivity of our multiple employees and teams.

An Overview of Call Center Monitoring

Call center monitoring involves all the tools, systematic processes, and techniques used to monitor, analyze, and assess customer service interactions within a call center. This is done either in real-time or manually, for instance, by analyzing call recordings. Overall, businesses implement call center monitoring to assess agent performance, ensure compliance, and improve customer service quality. By conversational analysis, businesses can identify what’s working and what’s not. By using technology in it, you can:

• Track real-time and recorded customer interactions.
• Analyse crucial performance metrics, such as response time, resolution rate, and customer satisfaction scores.
• Identify improvement areas for agents via training and feedback.

For the same, there are 3 kinds of software solutions, businesses can use.

1. Call Recording Software

This is the obvious one. The tool is an industry standard for recording calls between customers and agents. The recordings can be used for training and other purposes, such as making data-driven decisions. This is what the tool helps organizations with.

• Organizations can tape conversations for the entire duration or based on specific criteria.
• The tool can also convert recorded calls into searchable text data.
• It can also identify customer frustration or satisfaction based on AI-powered tracking.
• The tool also ensures the encrypt of all data to ensure compliance with GDPR, PCI, DSS, and HIPAA regulations.
• It can also scan conversations for specific keywords. This helps spot recurring issues.

2. Screenshot Monitoring Software

This category of employee monitoring software is all about collecting proof that work is being done. By evaluating periodic real-time screenshots, it becomes easy to identify workflow inefficiencies and efficiencies.

• Supervisors can view employee desktops in real-time.
• You can also capture sessions with screenshot monitoring software for audit and training purposes.
• The software can also track the apps your employees use to ensure that they only use approved platforms.
• It also sends you real-time DLP alerts and flags unauthorized activities that put customer data at risk.

3. Productivity Monitoring Software

Productivity monitoring software is the ultimate solution that combines the power of employee monitoring and time tracking with KPI tracking. What it does is let you configure key metrics that the tool can automatically track employee performance against and provide you with detailed insights to make crucial decisions.

• Provides you with excellent screenshot monitoring features to help you gain real-time insights into employee activity without intervening with the workflows.
• The productivity tracking feature is great for analyzing work patterns, spotting obstacles, and skyrocketing employee efficiency and productivity.
• It automates productivity monitoring to ensure adherence to industry standards.
• You will also get detailed insights and real-time performance reports for making data-driven decisions.
• The software will also send you instant notifications in case of potential policy breaches or unusual activities.
• The tool assists you in understanding behavioral trends with detailed app usage, idle hours, and active hours logs.

3 Benefits of Call Center Monitoring

Here are 3 advantages of call center monitoring for your business.

1. Standardizes Service Delivery

This is due to employee monitoring and call recording. Every customer will receive high-quality service consistently. This increases customer satisfaction and boosts your customer base as well.

2. Identifies Training Gaps

Detailed real-time employee performance insights help identify any training gaps that may be delaying or prolonging customer service unnecessarily. This lets you incorporate training into the schedule to boost employee efficiency and productivity.

3. Ensures Compliance

As we mentioned before, call center monitoring ensures compliance with industry standards, such as GDPR, PCI, DSS, and HIPAA. Overall, this ensures that you are not sued for breaching any strict rules.

Conclusion

With that being said, we are done putting our post for today’s title, What Is Call Center Monitoring & Why Businesses Need It Now, under wraps. To summarize, conclude, and provide you with a final word, we can say that employee monitoring in call centers or call center monitoring is a vital part of improving the productivity of call center agents and providing better quality services to all the customers. For added success, we recommend using an employee monitoring software solution. However, not just any software to monitor your employees, you need the all-in-one employee monitoring software solution. You need DeskTrack.