Call centre success depends on real-time data and monitoring. It is important to know what happens -right from the frontline agents to the backend executives. Real-time monitoring lets you know what happens as and when it happens. It gives you the required information for optimising the customer experience. There are several reasons why you should opt for real-time contact centre monitoring. It is beneficial to all the parties involved. Here are some of the reasons why you should go for real-time monitoring if you haven’t done so until now:
Makes the lives of Agents Easier
The main aim of call centre agents is to run their daily jobs smoothly. They are more concerned about how the management uses the data and not the data itself. Real-time monitoring takes out the guesswork from the agent’s performance and eases the agent’s life by shaping the environment according to the data received. Performances are evaluated as they happen, and feedback is given accordingly. If things are on the right track, the agent can proceed further and if not, he can be urged to take corrective action immediately. This means the agent grows in confidence during customer interaction.
Some other benefits of real-time contact centre monitoring are:
- It turns agents into experts by identifying gaps in their knowledge or skills — and addressing them instantly, thereby improving their confidence and quality of service.
- It serves as a lifeline in difficult interactions as potentially volatile situations can be handled early, by stepping in and addressing the issues immediately.
Makes the life of a call centre manager Easier
Real-time data monitoring helps the call centre manager to get a top-down view of everything that happens at any given time. It is useful to manage queues and channels and to allocate the resources optimally without stretching the budget.
Real-time monitoring of contact centre is also beneficial for:
- Easing the burden of staff planning – anything from high agent turnover rates to rise and fall in call volumes can be monitored and managed by allocating staff optimally.
- Identifying key areas for staff improvement through the data gleaned from real-time analysis by offering proactive training and continuous education to the staff.
- Improving productivity by fostering a positive culture for employees by using real-time data to keep the team on track.
- Monitoring the standard hold times, call lengths and call resolutions to identify things that slow down and the factors that improve performances.
Makes the Business More Productive
As issues in the call centre impact the overall business, it is important to give customer satisfaction top priority. By using real-time monitoring, you can address any issues as they appear and stop them from snowballing into a bigger issue. The overall productivity and satisfaction improve as a result of continuous monitoring.
Other benefits for the business include:
Reduces turnover as the staff feels valued, productive, and effective as a result of real-time monitoring and timely interventions. Any issues that trigger greater attrition levels can be addressed by analysing the data from real-time monitoring. That way productive and successful agents can be retained, and their profiles can be used as a guide for hiring suitable candidates.
Improves customer satisfaction as any issues are dealt with immediately. The agent’s interaction with the customer is constantly monitored and any escalation is avoided through timely intervention by the manager as required.
An efficient real-time monitoring system helps to improve customer service, performance, and compliance and helps the business to prosper. That’s why a real-time monitoring policy should be part of your agent training program.
