Call Monitoring: The Backbone of Agents and Sales Reps
July 03, 2017
3rd party remote call monitoring is applicable in several scenarios. However, it’s most useful in telemarketing and the call center. Some agents or sales reps may be put off by the fact that there’s a manager listening in on their calls, but it’s important for them to remember that it’s being done with their best interest in mind. Let’s take a look at why it’s so important to monitor calls, no matter the setting.
In the call center, 3rd party remote call monitoring can be particularly useful if an agent is dealing with a difficult customer on the phone. With options like the “whisper” feature allows managers to listen in on the call and give agents advice in real time, it’s easier for agents to handle interactions with angry or stubborn customers. When in doubt, it’s often a good idea to defer to someone who’s more experienced in the workforce, and 3rd party remote call monitoring allows agents to do that in tricky situations.
Call monitoring is also useful in call centers and sales because it allows for better training opportunities. For instance, if there’s a new sales rep on the job, they may be nervous about cold calling. Telemarketing software that includes call monitoring and recording solutions allows sales managers to listen in on calls and provide feedback after the fact.
The option to record is also beneficial—in both call centers and sales—as it allows managers to listen to it with the agent or sales rep involved. Sometimes the only way to realize your mistakes is to hear them yourself, and that requires you to be removed from the experience. It’s too easy to miss the fact that we’re repeating the word “Um,” for instance, when we’re in the moment. Call monitoring allows agents and sales reps to go back and see how they really sound to the customer. They can review whether they sound pleasant enough, whether they use the right phrases in certain scenarios, and so on.
All in all, no matter whether it’s in the call center or sales department, call monitoring can be used to improve employee performance. By using monitoring solutions, managers can review calls, provide feedback, and help agents and reps during sticky situations.