Employees make personal calls when they are at work. This is just a fact. And, they should be able to, in moderation. The personal call battle is played out in workplaces across the country (and the world).
If your company already monitors calls for agent performance, then there is a solution to this issue. Speech analytics technology gives employers more information about the kind of calls (personal or otherwise) their employees make while on the job.
Should We Eliminate All Personal Calls?
There is some value to personal calls in the workplace. Businessweek.com points out the fact that getting rid of all personal calls may in fact be unrealistic and unhelpful. They say, “Eliminate them entirely? That can’t be necessary. When you work long hours, sometimes your personal life seeps into your professional duties because there isn’t enough time in the day to keep them separate.”
There are obviously a lot of potentially bad impacts on productivity that can be brought upon by personal phone calls. Not only does an employee answering personal calls take away from their work, but it is also possible that it can be distracting to other employees. As such, a lot of business owners would like to know what it is that their employees are talking about on company phones. As those phones are owned and paid for by the company, it is perfectly acceptable to track the activity made on those phones.
Learning From Listening
Listening to specific calls offers insights into which employees may be using more than enough of their work time taking personal calls. This can be something that is used to address the issue as a whole or even to have one on one meetings with individuals who are using the phones for too many personal calls. If the issue persists, then employees who make too many personal calls may have to be let go.
Contact us to learn more about using speech analytics to create a more positive business environment.