Want to Enhance the Monitoring Process in

your Call Center? Read This!

Introduction

•Monitoring the activities play a vital role in a call center as it helps the management to spot the area which needs some improvisation and keep a tab on the progress of the executives. It is important that monitoring becomes an important part of the call-center schedule and do it at regular intervals. •Check some tips in order to enhance the monitoring process in your call center.

Tips to Enhance Monitoring Process

Standardize the Monitoring Process Have a Scoring Form Analyze the Calls Observe from Start to End Discuss with the Callers Allow Self-assessment Invest in Technology Let the KPI’s Go

Presentation Agenda:

Standardize the Monitoring Process

•Before initiating the evaluations, it is vital that you have defined the supervision goals.• It is essential that you communicate the goals to the agents as well.•Setting the objectives in the initial stages not only helps the executives to improve their performance but also gives the managers a greater clarity on how to better evaluate the tele-callers.•Different organizations use the evaluation process for multiple reasons.•Many corporations use real-time monitoring in order to help the employees if the situation turns difficult.•Creating the scrutiny process map will ensure that all the employees have a clear understanding of how the evaluation will take place and in what frequency it shall be conducted.

Have a Scoring Form

•The call scoring forms are integral for an effective evaluation.•Having a pre-set form allows the managers to collect valuable and reliable data, thus giving them a stronger foundation during real-time monitoring.•It helps them to provide a more solid and enriched feedback to the executives.•It is important that you have the right scorecard for effective monitoring of the interactions.

Analyze the Calls

•Monitoring only a few calls which are selected through a lottery system will not provide any kind of valuable data or an in-depth view on what can be done to enhance the performance of the agent.• It is important that you have an optimal call selection procedure.•Another method would be to think before acting. •Supervise the calls that are made by the beginners or have VIP customers.•Evaluation of these calls will ensure that the standard of the interaction is maintained.•Lay emphasis on the executives who have not done really well or who have usually made some mistakes during the conversation.•It is important that you devise your strategy according to the needs of the business and then build the agenda according to the conversations that you need to monitor.

Observe from Start to End

•With the amount of calls that take place in a contact center, supervision is a task that requires extra effort.•It is very important on the part of manager in a call center to monitor the complete call instead of just a part of conversation.•The supervisor must ensure that the conversation is a qualitative interaction and has all the essentials required for a good call. •He also needs to make sure that each pointer in the score card is evaluated properly and the result generated is based on the entire interaction.

Discuss with the Callers

•Monitoring needs to be a closed loop process. Unless all the team members are informed, the procedure is going to be of a little help.•They need to have a complete knowledge of the metrics and the targets that are being looked upon. •They need to be explained what constitutes a qualitative interaction and how they can achieve it.•Not having them involved will make it look like a forceful imposition. •It is also important that you explain the expectations right in the beginning.•The employees need to be given a chance to participate in the evaluation dispute process as well.•By allowing the callers to participate in the evaluation process, you are facilitating a two-way discussion.

Allow Self-Assessment•It is essential that you allow the callers to listen to and scrutinize their own calls once in a while.•This not only helps them to develop a better understanding of the monitoring process but also gives them a chance to identify their own mistakes.•When they listen to their own conversations, they are bound to look at it from a different perspective.

Invest in Technology•A good-quality cloud contact center software can help a great deal in making the monitoring process a simpler one.•Some call center telemarketing software come with modern recording and evaluation tools.•This not only helps in bettering the conversations but also makes sure that no time is wasted away.

Let the KPI’s Go

•Key Performance Indicators will help you identify a good call; do not let this alone be the deciding factor. •Putting too much emphasis on the metric can make the conversation monotonous and will also divert the attention of the caller. •When the agent thinks too much about scoring the right KPIs, he is bound to get distracted from the call.

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