Agent Assist

How Real-Time Monitoring is a Game-Changer for New Agents?

Rimlee Patgiri
March 27, 2024
8
 mins read

Last modified on

If you work in contact center operations, you must have faced constant juggling of customer demands and the challenge of training new agents. We understand how difficult it is to acquaint agents with new skills while managing other tasks. 

New agents face a steep learning curve, navigating complex systems, understanding customer needs, and striving to provide top-notch service - all while feeling the pressure to perform. 

In the United States, turnover rates for call center employees typically vary between 30% to 45%, significantly surpassing the national average turnover rate of 15.1%.

It's no secret that the onboarding process for new agents can be daunting, leading to longer ramp-up times, increased errors, increased churn rates, and frustrated customers. 

But fear not! We’ve got the right solution - real-time monitoring.

Let's explore why your new agents need real-time guidance more than ever.

Ramp up new agents in less than a month.

Challenges Faced by New Agents in Call Centers

Problems faced by new agents without a real-time monitoring tool
Problems faced by new agents without a real-time monitoring tool

New agents encounter tons of challenges that can make their initial days feel like solving a complex puzzle in call centers. Let's explore some of the common hurdles they face:

1. Complex Query Handling

Dealing with complex customer inquiries or issues requires in-depth product knowledge and problem-solving skills. New agents may struggle initially to address these queries efficiently, leading to longer call times and potential customer dissatisfaction.

2. Changing Regulations and Policies

Call center operations must often adhere to strict regulations and policies, which can change frequently. New agents must continuously stay updated on these regulations to ensure compliance while effectively assisting customers.

3. Evolving Products and Services

With rapid advancements in technology and changes in market demands, products and services offered by companies are constantly evolving. 

New agents must undergo rigorous training to familiarize themselves with these updates and provide accurate information to customers.

4. Maintaining Brand Reputation

Every customer interaction with a call center reflects on the brand's reputation. New agents must uphold the company's standards of professionalism, courtesy, and efficiency to ensure positive customer experiences and preserve the brand's reputation.

5. Avoiding Miscommunication

Effective communication is essential in resolving customer issues. New agents may face challenges conveying information clearly and accurately, leading to misunderstandings or frustration on the customer's end

They must develop strong communication skills to avoid miscommunication and build customer rapport.

Want to explore our FREE speech analytics evaluation checklist?

What is Real-Time Monitoring in Contact Centers?

Real-time monitoring in contact centers is like having a live dashboard to continuously monitor and update managers on how the call center is performing at any given moment. 

Real-time monitoring software tracks metrics such as call volume, wait times, and agent availability as they happen. It's like having a virtual control tower where supervisors can see exactly what's going on in the contact center at any time. This allows them to make quick decisions, provide instant support to agents, and ensure customer needs are met efficiently. 

This means supervisors can step in if they notice a sudden surge in call volume, listen in on live calls to guide agents or allocate resources effectively to address emerging issues. Ultimately, real-time monitoring enables contact centers to deliver a smoother customer experience and optimize their operations in real-time.

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What are the Advantages of a Real-Time Monitoring System?

Real-time monitoring benefits
What are the advantages of real time monitoring system?

Before diving into the advantages of a live assist monitoring system, it's crucial to understand its impact on contact center operations. 

Real-time monitoring tools act as the eyes and ears of supervisors, providing them with instantaneous insights into various aspects of the contact center's performance. 

Now, let's explore six key advantages of implementing such a system:

1. Compliance Regulation

With real-time monitoring, supervisors can quickly collect data to identify issues as they arise, such as sudden spikes in call volume, unauthorized access attempts, security breaches, or prolonged wait times. 

This allows them to take immediate action to resolve network security violations and minimize their impact on customer satisfaction. Moreover, agents can give their best on the very first call.

2. Proactive Intervention 

Supervisors can intervene in live customer interactions to provide guidance and support to agents in real time as the tools display monitoring data.

This helps resolve issues more effectively and ensures that customers receive the assistance they need promptly. 

Proactive alerts and suggestions in real-time agent assist
Proactive alerts and suggestions in real-time agent assist

3. Performance Optimization

By tracking key performance indicators (KPIs) in real-time, such as average handling time and first-call resolution rates, supervisors can identify areas for improvement and implement targeted coaching and training initiatives to optimize agent performance.

4. Supervisor Visibility 

Real-time monitoring provides supervisors with actionable insights into contact center operations, enabling them to make informed decisions on the fly to improve efficiency, streamline processes, and drive overall performance.

By leveraging real-time data, supervisors get direct visibility into active calls, violations, and negative sentiments that help them stay ahead of the curve. 

5. Prompt Identification of Issues 

Real-time monitoring for detection and prevention allows businesses to promptly identify and address issues as they arise, reducing disruptions to operations and customer satisfaction.

By implementing alerts and notifications, companies can vigilantly oversee different facets of their operations, including network performance, system availability, and product quality. This proactive strategy minimizes expenses linked to downtime and repairs, elevates customer satisfaction, and fosters loyalty.

6. Enhanced Customer Experience

Efficient network monitoring is crucial in optimizing productivity and ensuring a smooth user experience (UX).

Real-time monitoring enables contact centers to deliver a more responsive and personalized customer experience by addressing customer inquiries and concerns promptly and efficiently, offering the right information in every interaction, and better objection handling leading to higher levels of satisfaction and loyalty.

Exploring the Features of Real-Time Monitoring Software

The image below depicts the basic to advanced features that a real-time monitoring software offers:

Features of Real-Time Monitoring Software
Features of Real-Time Monitoring Software

Boosting New Agent Efficiency with Real-Time Monitoring

Boosting new agent efficiency with real-time monitoring is a game-changer. For freshly onboarded agents who are still finding their footing, real-time monitoring serves as a guiding light, helping them navigate the intricacies of their roles with confidence and precision.

Ways to boost agent performance using real-time monitoring call center
Ways to boost agent performance using real-time monitoring call center

Here's how real-time monitoring can elevate the efficiency of new agents:

1. Immediate Feedback and Support

Real-time monitoring allows supervisors to offer instant feedback and support to new agents during live customer interactions.

Whether guiding handling a challenging inquiry or offering tips for improving communication skills, this immediate support accelerates the learning curve for new agents and fosters their growth.

2. On-the-Job Training Opportunities

With real-time monitoring, new agents can access invaluable on-the-job training opportunities. They can observe experienced colleagues handling customer interactions in real-time, learning from their approaches and techniques.

This hands-on learning experience helps new agents develop their skills more rapidly and effectively.

3. Performance Tracking and Goal Setting

Real-time monitoring enables supervisors to track the performance of new agents in real-time, identifying compliance violations and negative sentiment areas where improvement is needed. 

4. Ensure Consistency and Quality

Real-time monitoring ensures that new agents adhere to company protocols and compliance standards during customer interactions.

Supervisors can intervene if they notice any deviations from established procedures, providing guidance to new agents and ensuring consistency in service delivery.

5. Boosting Confidence and Morale

The instant feedback and support provided through real-time monitoring help boost the confidence and morale of new agents.

Knowing that they have the support of supervisors and access to real-time guidance empowers new agents to tackle challenges with enthusiasm and professionalism.

6. Reduce Average Handle Time (AHT)

Real-time agent assist helps reduce AHT by helping new and old agents find data quickly. The agent can easily find any grievance or query that the customer has without putting them on long hold times.

Implementing Real-Time Monitoring in Your Contact Center

Implementing real-time monitoring in your contact center is not just about adopting a new tool - it's about embracing a transformative approach to customer service and operational excellence.

By introducing the power of real-time insights, you can proactively address challenges, optimize agent performance, and elevate the overall customer experience.

You can turn data into actionable intelligence with real-time monitoring, empowering your team to make informed decisions and drive continuous improvement.

Ready to experience the benefits of real-time monitoring firsthand?

Schedule a demo today and discover how Convin’s agent assist can revolutionize your contact center operations.

Frequently asked questions

1. How do I monitor real-time data?
Monitoring real-time data involves using software tools and systems to continuously track and analyze various metrics and KPIs as they occur.

This often includes monitoring call volume, wait times, agent performance, and customer satisfaction scores in real-time to gain insights into the performance of the contact center.

2. What is a real-time monitoring application?
A real-time monitoring application is software designed to capture, analyze, and present real-time data related to contact center operations.

These applications often include features such as live call monitoring, customizable dashboards, automated alerts, and real-time analytics, allowing supervisors to monitor and manage contact center performance in real-time.

3. What is a real-time monitoring dashboard?
A real-time monitoring dashboard is a visual interface that displays key performance metrics and insights in real-time.

It gives supervisors and managers a centralized view of contact center performance, allowing them to track KPIs, identify trends, and quickly make data-driven decisions. Real-time monitoring dashboards are often customizable to suit users' needs and preferences.

4. What is network data in call centers?
Network data in call centers refers to the information gathered by monitoring network traffic to ensure optimal network performance. It involves collecting data to track and analyze the efficiency and reliability of the network infrastructure.

5. How do I monitor real-time data?
Real-time data can be monitored using tools like Convin. It is a platform that provides live assistance and agent support to enhance customer interactions and improve service quality in call centers.

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