In addition to reducing infrastructural and operational cost, cloud-hosted call center solutions enable businesses to deliver customer service proactively and run outbound marketing campaigns efficiently.
They further come with a set of sophisticated features to make it easier for managers or supervisors to assess customer the experience and identify the measures required to boost customer experience.
Unlike conventional call center tools, cloud-hosted contact center software enables supervisors to assess agent efficiency and performance by listening to live calls in real-time. They further allow supervisors to boost customer experience and reduce average call handling time by providing relevant assistance to the agent while they are interacting with the customer.
The managers also have the option to boost agent efficiency and customer experience at three distinct stages of real-time call monitoring – call monitoring/listening, call barging and call whispering. The call monitoring feature provided by the cloud-hosted call center solutions allows the supervisor to listen to a live or ongoing call without interfering or intervening.
The supervisor can use the call whispering feature to talk to an agent and provide relevant information/assistance to him or her without informing the customer. The call barging feature allows the supervisor to join a live call and talk to the customer directly.
A manager can leverage call monitoring, call whispering, and call barging features to improve agent efficiency and the customer experience in a number of ways.
Benefits of Performing Call Monitoring in a Call Center
1. Assess the Quality and Quantity of Calls
The call center managers cannot achieve pre-determined goals without assessing the quality and quantity of calls continuously. The dashboards provided by cloud-hosted call center software help supervisors to measure the quantity of past and current calls.
The supervisors can further assess the quality of the call by listening to the ongoing conversation between the agents and the customers in real-time. Hence, call monitoring helps supervisors to improve both the quality and quantity of calls by implementing the necessary measures.
2. Measure Agent Efficiency and Performance
In addition to measuring call quality and call quantity, call monitoring helps supervisors to measure the performance and efficiency of individual agents. They can use the dashboard to assess an agent’s efficiency and performance based on Key Performance Indicators (KPIs) like average call handling time and number of calls per hour.
Also, real-time call monitoring makes it easier for managers to boost agent efficiency and performance by identifying training requirements and providing real-time coaching.
3. Identify Fraudulent and Suspicious Calls
Often frauds and scams make call centers pay legal fees and penalties in thousands of dollars. The supervisors cannot identify and prevent frauds or scams without compelling agents to adhere to the pre-defined code of conduct.
They can further detect the nature and intent of individual calls by listening to the ongoing conversation between customers and agents. The identification of fake or suspicious calls helps the call centers to save huge resources in the near run.
4. Boost Customer Satisfaction
Sometimes agents need specific information or relevant assistance to improve customer satisfaction. Real-time call monitoring helps supervisors to improve customer satisfaction and reduce average call handling time by providing relevant assistance to the agents while handling calls.
The supervisors can further perform call barging and call whispering while monitoring ongoing calls in real-time. The improvement in customer service quality and customer satisfaction level will contribute immensely towards improving the business’s brand value.
5. Adhere to Critical Compliance Requirements
The call centers these days need to comply with important statutes and standards like the Telephone Consumer Protection Act (TCPA) and Payment Card Industry Data Security Standard (PCI DSS). The supervisors need to ensure that the agents are not violating any critical compliance requirements while handling incoming and outgoing calls.
The supervisors can use call monitoring as a tool to make agents adhere to critical compliance requirements. Real-time call monitoring helps managers to take the steps required to prevent compliance violation regularly.
Benefits of Performing Call Whispering in a Call Center
1. Provide On-Time Assistance to Struggling Agents
While monitoring calls in real-time, supervisors can identify the agents who are struggling to deal with angry customers or resolve complex customer service issues. They can use the call whispering features to talk to the agent directly and provide him or her with the assistance required to wrap up the call quickly.
2. Eliminate Need for Customer Callback
Often agents need additional time to collect the information, assistance, or authorization required to solve the issue raised by the customer. They request the customer to call back after some time to collect the information or obtain the permission.
The supervisors can use the call whispering feature to make agents resolve the customer issues without requesting the customer to call back.
3. Provide Feedback in Real-Time
Real-time call monitoring helps supervisors to detect the agent inefficiencies impacting the quality of customer service or outcome of outbound calling campaigns directly. The supervisors can use the call whispering features to boost agent efficiency by providing feedback in real-time while the agent is handling the call.
Hence, call whispering helps call centers to boost customer service and drive telemarketing campaigns.
Benefits of Performing Call Barging in a Call Center
1. Reduce Number of Escalated Calls
No agent can improve the customer experience by holding or transferring an ongoing call frequently. Call barging feature enables supervisors to provide solutions to customers by joining the ongoing conversation between the agent and the customer.
Hence, it becomes easier for call centers to reduce the number of escalated calls on a regular basis.
2. Increase First Call Resolution
Often new agents need assistance or guidance to while answering customer queries. The supervisors can perform call barging to provide relevant information or assistance to an agent at the right time. The real-time assistance helps the agents to improve first call resolution.
3. Market Newly Launched Products Efficiently
While promoting or marketing a new product, agents need to answer many unexpected questions and resolve many unknown issues. Call barging helps supervisors to promote a newly launched product effectively by answering unexpected questions or resolving unknown issues proactively.
4. Providing Outstanding Service to VIP Customers
Often agents find it difficult to deliver outstanding service to VIP customers due to lack of knowledge or authority. The supervisors can use call barging feature to ensure that the VIP customer receives outstanding service by joining the ongoing interaction.
5. Manage Remote Agents More Efficiently
The supervisors these days need to manage both onsite and remote agents efficiently to boost call center performance. Call barging feature enables supervisors to help remote agents deliver better customer service while monitoring their efficiency and performance.
The supervisors can further leverage the feature to help remote agents answer complex customer queries.
The new age call centers support three important stages of real-time call monitoring – call monitoring, call barging and call whispering. They further enable supervisors to switch between the three stages using a simple and intuitive dashboard.
The dashboard makes it easier for call center supervisors to listen to live call without any interference as well as provide on-time assistance to the agent by performing call barging and call whispering.