Call Monitoring: Purpose, Benefits, and Choices in Technology
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Call Monitoring: Purpose, Benefits, and Choices in Technology

March 12, 2014 by Morgan Pulitzer

Businesses adopt various strategies to boost their productivity. There is no denying the fact that traditional methods like seeking services of business consultants for strategic planning facilitates growth, but modern cloud-based analytical tools are gaining popularity in the corporate world as well.

Apart from providing a cost effective solution, these applications help businesses keep up with the ever changing dynamics of their consumers and understand current business trends in the market.

Case in point, automated call monitoring technology. This innovative tool delivers not only metrics on calls, like quantifiable call traffic numbers, but it also provides call recordings and automated analysis of actual customer conversations so that businesses can analyze the experience they are providing to their customers.

Why Implement Monitoring Tools?

Monitoring tools are implemented for a wide range of reasons, depending on the business, but two common uses of call monitoring are to analyze the performance of employees and to examine the quality of service provided. Call monitoring tools help businesses and department managers and supervisors determine and follow Key Performance Indicators (KPI) and set a standard metrics for employees to adhere to. Every incoming call is analyzed to monitor the slightest change on the performance graph. The main purpose of monitoring is to figure the issues hindering growth and resolve them strategically at the initial stages. Today, these call monitoring tools are considered as the most reliable productivity enhancement tools.

Benefits

There are a number of benefits to subscribing to a reliable call monitoring service. Some of these benefits are:

  • Understanding the expectations of consumers.
  • Improving the performance of employees.
  • Delivering call center metrics like the busiest working day, peak hours during the day – all which helps with staffing of call centers, internal or external.
  • Discovering market trends.
  • Providing the opportunity to improve customer service and the overall customer experience.

Different service providers offer different packages and features, but it is important to invest in the right direction. Usually subscribers have two choices when it comes to subscribing to monitoring services:

  1. On-premise or hosted solutions.
  2. Cloud-based solutions.

There are benefits to both, depending on your business, so research is necessary to make the right decision. And, you can take online demos of the technology as well.

For more information about call monitoring tools, and to schedule a 15 minute online demo of a cloud-based solution, contact us or call 1-800-639-1700.

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