Have you ever thought of how cool it would be if you were able to measure your efforts on customer experience? It's true that customer surveys are helpful solutions, however, these surveys are not enough when it comes to being able to fully understand the drawbacks that are experienced in customer service. In order to achieve this, you need something constant and deeper; you need something called Call monitoring.
WHAT IS CALL MONITORING?
Call monitoring is a VoIP feature that provides authorized individuals with the ability to listen to live calls, supervise other users who are also equipped with an access to this feature, and participate in the call so as to help your employees lead the conversation in the right direction.
Call monitoring provides you with deep insights into your customers' need and your employees' performance. With this feature, your business decisions will be based on accurate information.
Simply put, the call monitoring feature is like a cloud-based dashboard you can access any time as long as you are connected to the internet. The user-friendly interface includes even the smallest detail about your incoming and outgoing calls; details that are quite important but might seem insignificant to you. Although you'll be on mute while using the call monitoring feature, you can still add notes, tags, and score the call quality, all at the same time.
WHAT ARE THE BENEFITS OF USING THE CALL MONITORING FEATURE
This tool can be used for different purposes, but in the end, it's all about achieving one specific goal; making your business thrive. Let's take a look at the advantages that can be derived from making use of this feature:
Quality Assurance - Call monitoring provides you with the ability to identify each user, make sure they are authorized users, then allow them to monitor the calls. You'll be able to monitor the calls of every department within your company, including sales, support, etc. You can then use the collected data to track and improve their performance and the impact it has on your business. This refers especially to call centers since they often interact with your customers more than any other department in your company.
Live Monitoring - Real time data is invaluable! You'll not only find out the weak points in need of improvement in the performance of your employees, you will also be able to pinpoint the strategy and tactics that actually work for your business. During live monitoring, you can listen to conversations in real time, thereby having the perfect picture of what your customers really want while gaining objective results of your staff productivity.
Conduct Trainings - Coach your employees and ensure that they provide your customers with the top-notch service they deserve. This feature will allow you to measure the performance of your agents, on-site and off-site workers, find out what motivates them the most, and also provide you with the ability to take the appropriate action.
Customer Satisfaction - Monitor the performance of your remote workers so as to ensure that they do not discredit your brand. You'll be able to learn from previous experiences and implement new strategies and tactics into your customer service, thereby having more happy and satisfied customers.
HOW DO YOU SET UP CALL MONITORING?
Call monitoring is pretty easy to set up; much easier than you can imagine. Typically, most providers categorize it as an advanced feature that could be added to your standard plan for a little extra charge.
Here at mango9, we prefer to deviate from the general standard and that is why we include call monitoring in all of our plans with no extra charge.
Monitor your calls in real time and silently ensure that everything goes just like you planned it.