Call centre monitoring is a fantastic way to ensure that all customer data is collected in a secure way adhering to GDPR, and that all interactions between your customer service or sales team and your customers is tracked and analysed in a way that lends itself to improved performance levels. It is only with such accurate data and information that clear feedback and training programmes can be put together to help improve performance levels of your staff. When customer service agents and sales agents raise performance levels and standards, it is only a matter of time before this translates in higher satisfaction levels amongst your customers.

Of course, it really depends on what type of metric you would like to use in order to measure your team. It could be that you want to know how long it takes a customer to make the jump from a little interest to making a purchase, or that you want to know how your customer service agents deal with complaints and the processes in place to deal with those. A call centre monitoring service should always be created with your specific company and desired metric in mind. That way you can see clear and accurate data that reflects your position and situation, and provides a clear framework to improve and move forward.

The whole idea of monitoring call centre performance should be that it has a direct impact on the customer and the satisfaction that they feel with your company. This allows you to track the changes you have made and devise and implement clear strategies that can evolve over time based on how your calls are monitored and where the customer satisfaction levels currently sit. With this kind of approach you can ensure that customer satisfaction levels increase, but not only that it should also lead to a happier workforce and higher levels of employee retention, greater levels of effectiveness and productivity, and in the end a wider profit margin for your company.

Improving the performance of your employees is therefore one of the most important benefits of monitoring call centre performance. You can utilise the data and information gleaned to create realistic targets for individual call centre staff, based on the evidence of how they have performed in the past. This can take the form of consultations, individual training regimes, or even group sessions if training is required for multiple people at any given time.

Average response time is always one area that is looked at in detail within any call centre, as there is no way that you want to ever miss a call coming through. There should be no need for this, but if the average response time to a call begins to lengthen it could be time to add more staff to the team or outsource to a call centre overflow service or similar. Just ensure that the company you work with has experience in the field and understands the importance of client satisfaction and call centre monitoring.

Mackenzie Joey