If you are a business owner you already know the value of real business intelligence. The more data and information that you have, the better you can build that business. Thus, adding call monitoring as part of that equation makes a lot of sense.
It is important to have standards that are set and are understood. It is impossible to work with your employees to build a better business if they are uncertain about what it is that you are looking for from them. Icmi.com puts it this way,
Once we’ve identified and classified the performance skills and measurements, it is critical to document the definition of each standard.
Once standards are set and established, they must be measured and evaluated. That is the way in which the standards matter in the first place.
It is in the interest of protecting your customers that you should monitor the phones calls coming into your business. You want to ensure that all of your customers are receiving the type of service that they deserve from a company such as your own. If you have an employee or group of employees that is not treating customers right, that is a problem for the whole business. The only way to know for sure is to monitor the calls.
Your employees should be spot checked at random from time to time. In other words, they should never know exactly when they are going to be monitored and checked. This allows for you to get a more accurate taste of the service they are providing. If you wish to know what is truly going on in your business, this is the way to do it.
Contact us for more information on call monitoring and how it may benefit you.