Call Monitoring Top Tips

Understanding what your customers want and how your agents handle and respond to their needs will give you invaluable insight into how your business is working.

Incorporating call monitoring as a regular part of your training programme means you can 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 your business’ 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.
• 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.