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Contact Center Monitoring: A Controlled Experience

September 02, 2014 by Morgan Pulitzer

The experience that one customer has when calling a contact center should be as close to the same as the next customer. Contact center monitoring is basically the only way to know for sure that the experience will be the same.

Evaluate The Data

In order to first determine where the baseline is in terms of customer experience, it is a good idea to determine the volume of calls that are coming in to begin with. Follow that up with pinpointing the time of those calls and the subjects of conversation that are had to form a picture of what is typical in a given call center. This is a good way to see where atypical phone calls are coming in.

Software Programs Listen To Calls

The software programs that are used to listen to phone calls help to highlight where there is unusual activity on a phone call. These phone calls can then be individually reviewed by management to determine what was different about them. Oftentimes, in those phone calls, one can hear a noticeable difference in experience from the other phone calls that are typically handled. This difference may mean that something needs to be done.

Revamping The Experience

When phone calls do not go as planned, a word should be had with the employee on that given call. They should be informed of what to do differently in the future and reminded of the company’s policy about how to conduct themselves on the phone. Most likely, a minor change in behavior is enough to prevent this kind of thing from happening again. Getting an individual employee back in line can be enough to standardize the experience once again.

Contact us for more information on how to use call monitoring to create a uniform experience.