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Call Center Monitoring: Measuring and Assessing Performance


The health, vitality, and profitability of your business depend largely on ensuring that performance levels and service quality remain high while costs are kept to a minimum. In striving to meet these goals, a business or organization must continuously evaluate every aspect of its operation, eliminate functions that do not provide value, and pinpoint areas in which there is room for improvement.

A good place for this evaluation process is the call center. There are numerous pieces to the call center puzzle. Each piece either contributes to the business’s success or failure. Therefore, business owners and operations managers must constantly assess the performance and productivity of individual call center representatives, and the contact center operation on the whole.

Measuring Call Center Metrics

Along with customer demands and call volumes, call center goals and strategies are ever-changing. Antiquated call monitoring systems that use manual monitoring are no longer effective. Cumbersome databases and spreadsheet reports simply cannot adequately meet evolving quality management and big data requirements of today’s companies.

In response to this dilemma, many contact centers are implementing automated call center monitoring solutions. Also known as speech analytics, this type of solution provides performance metrics to give managers an ongoing analysis of all call center processes. Through these tools, managers can more efficiently and effectively evaluate agent performance.

Automated tools also make it easier for managers to improve call outcomes. Additionally, with a speech analytics solution like CallFinder, managers can better understand what customers want through analyzing agent-customer conversations. This not only helps agents quickly resolve issues and satisfy inquiries, but it also aids companies in their strategic business planning, forecasting, and product improvement endeavors.

Learn More About CallFinder

CallFinder provides businesses of all sizes valuable insights into both internal functions and customer attitudes and behaviors. To that end, the latest call quality monitoring tools help businesses optimize resources and ROI.

To learn more about call monitoring solutions, including speech analytics, check out our resources library. Or contact a CallFinder Specialist today for a free demo!

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