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Call Center Monitoring: Maintaining A Professional Environment

March 17, 2014 by Morgan Pulitzer

When you first hear that you may need to listen in on your employee’s calls to make sure they are doing their job correctly, you may have a negative reaction. Phone call monitoring has received a bad reputation in a lot of ways as stories of the NSA and others continue to leak out. However, using call center monitoring is not about playing spy, it is about achieving results.

Compliance Through Monitoring

Think back to your days in school. The tests that were given in class were used as a way of measuring how much effort you were giving to your studies. If everyone was always doing all of the homework and studying they were assigned, then tests would be unnecessary. However, we know that there will always be some who slack off and do not do the things they are supposed to. The same is true in business, and call monitoring can be thought of as a test.

No “Gotchya” Moment

The purpose of call monitoring is not to trap an employee into doing something they are not supposed to. It is not meant to be used as a “gotchya” type tactic to create trouble for the employee. The whole purpose of call monitoring is to make sure that everyone is doing what they are supposed to be doing in the first place.

Identifying Trends

Even if everyone is doing exactly as they are supposed to, your call monitoring still serves an important purpose. It allows you to zero in on important trends that may help you better understand what callers do and do not like to hear from your employees. By identifying that more accurately, you can help change up the program if you need to in order to achieve better results. You may find that by changing a few words or phrases that you are able to create a whole new dynamic that you did not know was possible.

Contact us for more reasons why call monitoring is a positive thing that you should be involved with. The answers may surprise you.