Call monitoring software improves call center performance by ensuring quality service, compliance, and agent training through real-time monitoring and analytics.
Modern call centers have come a long way in embracing change in the face of a remote workforce and oscillating customer expectations. This unexpected rise and fall of customer desires and changing behaviors have put the entire call center ecosystem in a fix.
Yet, a large part of the customer experience strategy is to guarantee contact center agents meet customers at their pace and buying stage while offering satisfying services.
Call quality monitoring software has come forward as a viable solution to ensure agent performance and a highly productive contact center.
Along with agent performance auditing, the monitoring solution identifies faults, errors, problems, challenges, and bottlenecks in the bud. Contact center leads locate these signals when repair and fixing are possible, which means neither customer relationships nor jobs are at stake.
Let’s get deeper into the call monitoring process and evaluate the possibilities of using call monitoring analytics.
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
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 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 quality monitoring software solutions are encouraged in the majority of contact centers these days as they help collect 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.
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 advantages of using call center QA software are:
Contact center management teams use call quality monitoring tools in one of the two ways:
In real-time monitoring, managers or coaches listen to agent conversations. 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.
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. is 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:
The call center monitoring software features are:
Customer calls are recorded by the software and safely stored on the platform. These recordings can be retrieved for review, preparation, and coaching purposes.
Based on the custom call quality parameters defined by the contact center organizations, agent calls are scored by the contact center call monitoring tools.
In call whispering, the call monitor can plug into the live call monitoring 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.
The monitor joins the call and is allowed to speak to the agent and customer. Both parties are aware of the monitor’s presence.
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.
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.
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:
A well-structured format can help contact center leads manage agent efficiency, conduct training, appoint coaching, recruit better, and improve overall contact center productivity.
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 call center QA software. Here are a few main benefits of using the call monitoring system.
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:
Always keep customer experience as the topmost priority. Create a detailed checklist that throws light on customer service and positive experience.
Best practices for using call monitoring software include:
Convin is a customer service solutions software that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Increased agent performance is one area that Convin can help.
By employing call quality monitoring tools and influencing agents' performance, increasing CSAT by up to 27% is only a matter of time.
Let’s dive in and learn how Convin can help boost customer satisfaction.
Dedicatedly working on customer-centric tasks have a higher chance of creating the best customer experience.
Ditch note-taking and manual call review. Focus on listening to the customer and developing strategies for high-quality follow-up meetings. In parallel, switch to automated call scoring and get 100% of calls reviewed without human interference, resulting in an uplift in call quality.
Get timely reports with the Convin call center reporting tool.
Convin comes with an exclusive learning management system that aims to boost agent productivity by eliminating interventions in coaching processes.
Convin’s knowledge base with customizable assessments has become the perfect way to motivate and train agents. Now identify areas of improvement, assign top-performing agent recordings as a module, and boost agent productivity.
Create your own training materials, assign deadlines, and track your call center agents' overall improvement.
Enhance your call center’s agent performance metrics by transcribing, monitoring, and analyzing calls, chats, and emails via Convin. Boost CSAT by 27% and reduce ramp-up time by 60%.
Implement 100% automated quality assurance and carry out 100% compliance monitoring. Convin shoots your agents’ performance to new heights and, as a result, helps you achieve lower customer service representative ramp-up and heightened closure rate.
One aspect of a call that can ruin customer experience is unsolicited agent behavior that negatively impacts clients. Wrong information, unresolved grievances, long hold times, incorrect knowledge, and more are caught in time by Convin’s call monitoring tool and alert the management team for corrective actions.
Real-time coaching aids in training agents during calls. Agents can be coached during live calls with various features, including suggestions, battlecards, guided scripts, access to the knowledge base, etc.
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.
Convin’s contact center monitoring tool automatically reviews 100% of customer calls using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, call center managers and QA generate call scores that help audit more calls with the same number of quality assurance (QA) managers and establish coaching needs and staff dissatisfaction.
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 before the customer calls.
Agent Assist aids in call center customer service by providing live call monitoring and support to customer service agents during interactions. It ensures that agents follow best practices, maintain compliance, and deliver customer service. With features like guided scripts, proactive alerts, and dynamic battlecards, it equips agents with the tools to handle various scenarios effectively, making it an invaluable asset for improving agent performance in call centers.
The integrated knowledge base in ConvinGPT stores all documents uploaded by the auditing or documentation team. Agents can search for phrases to quickly find the most accurate answers and procedures, ensuring prompt and precise responses to customer queries.
Automated call monitoring software enhances call center operations by efficiently monitoring and analyzing customer interactions. Unlike manual methods, this free software covers 100% of conversations, providing immediate feedback, flagging compliance violations, and enabling personalized customer service.
Customizable scoring templates and omnichannel support ensure comprehensive quality assurance and elevate customer service quality, making it an essential tool for call center success. Convin also has a call monitoring app.
At Convin, we understand the customer and call data security important; that’s why we ensure your data is entirely secure and safe in our in-house transcription and NLP engine. We guarantee all data security in the following ways:
And before you go, as of now, Convin supports languages beyond English. And it takes only 2-3 weeks to get you onboarded. Try call monitoring software for free.
1. Can a call be monitored?
Yes, calls can be monitored with the appropriate software or hardware like Convin.
2. What is monitoring phone calls?
Monitoring phone calls involves listening to, recording, or analyzing conversations for quality control, compliance, or performance evaluation purposes.
3. What is the best tool for monitoring?
The best call monitoring tools for monitoring phone calls depend on specific needs, but popular options include software like Convin, Verint, NICE inContact, or Cisco Call Manager, along with hardware solutions like call recording systems.
4. What are some call monitoring software examples?
Here are some examples of call monitoring software:
Improve customer service, ensure compliance, and enhance employee performance by recording and analyzing customer conversations.
Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
