Call Monitoring Top Tips

Knowing what your customers want and understanding how your agents handle and respond to them delivers invaluable insight.

Gauge performance by incorporating call monitoring as a regular part of your training programme. Help agents to improve their product knowledge, deliver excellent standards of customer service and present a consistent corporate image. Veritape Call Scoring is the perfect solution to meeting this challenge.

Call monitoring can enhance performance - here are some top tips on how to use it well.

• Keep your call monitoring standardised and consistent so you can build a steady, reliable picture of performance within your business or organisation.
• Don’t waste time searching through your database for suitable calls - use a tool which allows you to find and recall calls quickly and easily.
• Remove agents’ stress from call monitoring by using a solution which records quietly in the background, without influencing the behaviour of the individual under assessment. Our Call Scoring module works this way.
• Save time and money by using calls already stored for assessment, rather than having to sit and wait for particular types of call to come in.
• Gain “buy-in” from your teams by allowing agents to self-assess some of their work – make them feel their input is valued and that your team ethos is inclusive.
• Make it a habit: monitor calls on a regular basis to build a progressive picture of your team’s performance.
• Make sure you have access to consistent, easy to understand performance reports so you can understand the performance of your team from different perspectives. Ideally you should use a solution that allows you build up a picture of both individual and group views. Veritape Call Scoring will support these needs.
• Use call quality monitoring to assess the effectiveness of your training programmes – listen in to verify that points taught in training sessions have been noted and put into practice.
• Call quality monitoring is also an easy means of assessing where gaps in knowledge or practice may exist – use this learning to build training solutions which close those gaps off.