Call Center Monitoring Software

What is call monitoring?

Call monitoring is a contact center process of listening to calls between agents and customers to improve call quality and produce a positive customer experience. 

Generally, a team is deployed to listen to the calls and help agents improve productivity and performance. The quality assurance team listens to the call and makes appropriate suggestions. Besides the QA team, call center coaches, contact center managers, and supervisors actively participate in call quality auditing.

To make contact center teams' lives easier, today’s leaders rely heavily on technology for effective call quality monitoring. The new age call monitoring software records calls and facilitates coaching opportunities.

Only 37 percent of organizations feel they are using advanced analytics to create value; this finding reveals a significant missed opportunity. - Mckinsey

What is call center quality monitoring software?

Call monitoring software is a call tracking and auditing tool that records and captures agent-customer calls. The software is added to several business phone systems and call center solutions. Similar to other SaaS-based products, the software can be accessed on the Internet.

Call monitoring software is often a part of a more extensive software like call management software or contact center software. In addition to monitoring agent performance, call monitoring systems track customer journey patterns throughout the customer lifecycle.

Call center monitoring solutions are encouraged in the majority of contact centers these days as they help in collecting customer feedback faster than any source in the market.

As per  statistics, 67% of organizations demonstrated tremendous growth by gathering customer feedback. 

Now, let’s go deeper and understand why high-volume call center companies are investing in call monitoring software.

Why use call monitoring software?

Call monitoring software offers an easy corridor to watch over customer calls. The software gives access to quality assessment that needs zero to minimum human dependency.

Moreover, call monitoring highlights patterns, trends, and problems often overlooked by the naked eye and ear. 

The core advantage of using the call center software are:

• More Accuracy
• Reduced error and duplication
• Reduced human dependency
• Faster processes
• Unbiased results
• Less arduous
• Time efficient

How does call monitoring software work?

Types of call monitoring

Contact center management teams use the call monitoring software in one of the two ways:

1. Real-time monitoring
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2. On-demand monitoring

In real-time monitoring, managers or coaches listen to agent conversations. While on-demand monitoring allows conversations to be recorded first and then reviewed retrospectively.  

One is a reactive approach, and another is a proactive monitoring approach. Each has its pros and cons, but global call center companies equally use both.

Who are the primary users of call monitoring software in a call center?

Firstly, most organizations conduct call center quality monitoring to ensure optimal contact center performance regardless of business size. Secondly, although contact center support revolves around omnichannel support setup, including live chat, social media, text messaging, etc. are picking up pace. Yet voice support turns out to be the winner as 76% of all customers' rely on phone calls to reach customer support representatives. 

Evidently, as long as voice support and phone calls are in the picture, reps/agents and managers need to get hold of call monitoring output.

So, here is a list of stakeholders directly impacted by call center monitoring software:

1. Agents- Review self-calls and look for improvement points, follow-up information, and customer insights.
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2. Sales managers- Track reps' performance and align the rep for coaching. Also, track sales trigger events, identify winning conversation parameters, and customer trends to locate more business opportunities.
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3. Contact center managers- Heavily rely on agent performance and customer call monitoring to scale call center productivity. Dive deeper into agent performance patterns to retain the right people and let go of the liabilities in the team.
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4. QA manager- Daily bread and butter depends on searching for mistakes, errors, compliance issues, and misleading information communicated by agents. They use call quality monitoring to regulate validated and authorized information sharing with the customers.
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5. VP contact center and higher-ups- Leaders in the company do not entirely immerse themselves in call monitoring. However, they request timely access to insights that display conversation behavior analysis and call quality reports to ensure ROI and smooth contact center operations.

What are the call center monitoring software features?

Call monitoring software capabilities

Call Recording- Customer calls are recorded by the software and safely stored on the platform. These recordings can be retrieved for review, preparation, and coaching purposes. 

Call Auditing and Scoring- Based on the custom call quality parameters defined by the contact center organizations; agent calls are scored by the contact center tool. 

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Call Whispering- In call whispering; the call monitor can plug into the live call and help the agent through the meeting by adding his comments wherever necessary. The caller or customer at the other end is unaware and undistracted by the presence of the call monitor. 

Call Barging- The monitor joins the call and is allowed to speak to the agent and customer. Both parties are aware of the monitor’s presence.

Call Analytics- Calls recorded and scored produce analytics that makes informed decision-making easier during the customers' lifecycle. The insights usually indicate quality parameters, successful behavioral pattern identification, and coaching requirements.

Reporting and Tracking- Last but not least, the reporting dashboard brings all reportable data insights together in a structured and shareable format for decision-makers. The reports are easily tracked and configured as per different personas.

What is a call center monitoring form?

Call monitoring software is incomplete without the call center audit form. The form evaluates the agents on pre-defined call quality and performance criteria. Companies develop a call audit form and enter it into the call monitoring software for automated assessment.

The template is pre-built and customized as per changing call center policy requirements.

Elements of a working call center audit form:

1. Process
2. Skillset
3. Knowledge
4. Compliance 
5. Results

A well-structured format can help contact center leads manage agent efficiency, conduct training, appoint coaching, recruit better, and improve overall contact center productivity.

What are the benefits of call monitoring?

There’s a never-ending list of benefits that call monitoring software can offer to the call center ecosystem. From agents to leaders, every stakeholder depends on the remarkable capabilities of the software. Here are a few main benefits of using the call monitoring system.Call center agents

• Improves call performance
• Increases productivity
• Highlights business opportunities
• Get first-hand customer and manager feedback

Call center managers

• Identify challenges faster
• Reduce conflicts and disputes 
• Identify customer service gaps
• Maintain compliance and internal policies
• Locate unhappy customers and employees
• Improve customer experience
• Pinpoint problem areas
• Reduce escalations
• Track and manage remote agents
• Ramp up new agents
• Identify and automate coaching and learning programs 

Call center QA

• Track agent behavior
• Track customer feedback and behavior
• Standardize call processes
• Locate challenges and issues on calls
• Manage compliance and call regulations

Call center customers 

• Offer positive customer experience
• Offer thorough product details 
• Fast problem resolution experience
• Increase quality service

Contact center management

• Meet software ROI faster
• Reduce human dependency 
• Reduce quality assessment time
• Improve call center productivity
• Increase first contact resolution
• Reduce employee turnover
• Reduce customer churn
• Increase revenue and customer lifetime value

What does the Call Center Quality Monitoring Checklist consist of?

Before you assess your contact center team with the monitoring software, you must ensure a few things that help in the most effective call monitoring program. Here are a few must-do:

1. Don’t forget the call center metrics. Have them listed out and set your call center objectives. Then call monitoring will smoothly fall in place.
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2. Have a contact center resource plan that highlights all the needful resources in one place and is easily accessible. This includes tools and scripts.
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3. Encourage a learning center within the contact center team. Be vocal about training, coaching, and call improvement plans from the start.

4. Be thorough with your current scoring mechanism and measurements. The process and the KPIs should be crisp and comprehensive.
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5. Check the legal and compliance requirements of your organization and country. All regulations impacting your industry should be enlisted before starting a contact center.
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6. Keep QA and coaching teams on the same page. All contact center team members must frequently discuss policies and plans. 
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7. Always keep customer experience as the topmost priority. Create a detailed checklist that throws light on customer service and positive experience.

How does Convin’s Call Monitoring Capability improve the closure rate by 25%?

Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching. Automated Quality Management
Convin’s call center tool automatically reviews 100% of customer calls using custom call evaluation forms and spots agent performance challenges and unhappy customers. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff issues. 

Winning Pattern Identification
With the help of conversation insights and deal status, Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters,  customer sentiments, and threats to take proactive measures prior to customer calls.

Agent performance and coaching
Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores- good, average, and poor performers are identified, and the platform triggers personalized agent coaching based on the requirement. Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations to a large extent.

Conversation insights
Chase every key contact center metric, agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are not only available on the Convin platform but are emailed frequently to the managers.

Conversation intelligence
CI records transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entry.

How does Convin’s Call Monitoring work?

Convin’s call monitoring solution is easy to deploy and even easier to use.

Step 1: Integrate
Convin integrates with your calendar, dialer, cloud telephony system, video conferencing platform, messaging platform, and CRM. Using the calendar meeting link, Convin automatically joins the meeting for recording calls.

Step 2: Record. 
Then it starts eavesdropping on your conversations and even records them - how shameless? (Just kidding, we believe in ethical recording too)

Step 3: Transcribe
After recording the call, Convin transcribes the entire conversation into searchable text, meaning no more note-taking.

Step 4: Analyze
Convin analyzes based on custom parameters and then highlights the call insights like; topics discussed, queries, feedback, call performance score, soft skills, actionable items, etc.

Step 5: Share
Remember integration with your Slack and CRM? Convin readily shares the insights directly to mail and Slack and logs the data in your CRM.

Convin’s Call Monitoring system is entirely safe

At Convin, we understand the customer and call data security importance; that’s why we ensure your data is completely secure and safe with our in-house transcription and NLP engine. We ensure call data security in the following ways:

• In-house transcription and NLP
• Secure login and monitoring
• Hosted on AWS
• SSL data encryption
• Role-based access control
• Enterprise-grade application monitoring
• GDPR compliant meeting recording

And Convin, as of now, supports English, Hindi, and Hinglish. And it takes less than a week to get you onboarded, so don’t wait, schedule a demo right away!