Efficient contact centres are essential for business success. Hence, it is vital to know what is going on in your contact centre, mainly what transpires between your customers and agents during a call. It is also helpful in understanding how well your agents adhere to compliance and quality guidelines. All these are critical elements that ensure the long-term success of your business. Knowing what happened during a call after the call ends doesn’t give the contact centre manager a chance to intervene or take corrective action while a call is still ongoing. That is why you need real-time contact centre monitoring – it enables managers and agents to act, not just react.
What is Real-Time Monitoring?
Real-time monitoring refers to the software and tools that enable managers to supervise and track agent calls as they happen. Real-time monitoring provides managers with call analytics, dashboards, alerts, speech patterns and acoustics for events such as profane language, escalation attempts, compliance violations, and customer sentiment.
Real-time monitoring leverage facilitates speech analytics to provide call centres with 100% call coverage. The transcript of each call is automatically generated in real-time and call playback is also available to managers in case they need to intervene to address problem situations quickly. Real-time monitoring is a better way to track agent performance than listening back to a small sample of agent calls each month for performance analysis and monitoring.
Importance of Real-Time Monitoring
There are several advantages of real-time contact centre monitoring. Here are the three main reasons why it is so essential in the contact centre:
It Ensures a Consistent Level of Customer Service
A real-time contact centre monitoring software alerts managers to customer service issues as they happen and not after the call has ended. The system automatically monitors calls for defined language and acoustic characteristics. It will alert the manager about escalation attempts, agitated language, profanity, or high emotions so that managers can avert any dangerous customer service situation. As managers quickly and easily identify at-risk customers, proactive steps are taken to resolve the issues and retain those customers. Saving calls while still in progress leaves a customer satisfied as call resolution happens promptly.
Identify the Star Performers and those Who Need More Training
Each contact centre agent brings different skill sets and weaknesses to the table. So why do some succeed while others fail? Is it fair to judge them based on a few random calls? It is where real-time monitoring helps. Speech analytics help managers review 100% of calls as they happen and to get an accurate picture of which agents excel and which agents need more help in certain types of interactions. Real-time monitoring offers objective and consistent scoring on all contacts. It provides the agents with fast, efficient performance feedback during the call while allowing the managers to help improve agent training programs.
All agents have specific critical compliance requirements to adhere to under any situation. Real-time contact centre monitoring is vital for collections companies with higher litigation rates due to non-compliance. Real-time contact centre monitoring systems monitor all calls for Mini Miranda language, Right Party Contact language, FDCPA violations, and abusive language in real-time. In case of compliance violations, managers are instantly alerted and can step in immediately to prevent the situation from worsening.
Check out these resources for more information on contact centre monitoring and why it is critical for business success and productivity.