5 Tips to Monitor Your Call Center Agents
Call Center Monitoring services can significantly help managers and supervisors to improve the Contact Center performances. Understanding the importance and the need to analyze and monitor calls and agents, call center softwares offer to Managers concrete methods and tools to establish a good call center quality management system. Let’s see some of them!
1. Monitor Agents Status
The Agents Realtime Monitoring it’s fundamental because it gives the opportunity to optimize in real-time the Call Center performances, thanks to the embedded Asynchronous technology.
That allows the Supervisor to monitor deeply Calls, Agents, Queues, Trunks and Dial Plans.
For example he can:
– monitor the Agents Status (on pause, up on a call… )
– pause/unpause Agents
– monitor the global real time calls
– associate Agents with Queues in real time, according to the call center actual needs.
Agents and Supervisors can manage different kinds of pause Status, for example the Backoffice, which indicates the time useful to take notes after the call.
2. Use the Asterisk ChanSpy
The Asterisk chanspy function allows to:
– monitor the customer care service’s quality, listening to calls;
– help Agents, whispering into conversations.
For example:
– The supervisor can listen and talk to the agent. The customer will not listen to the supervisor voice.
– The supervisor can only listen the agent channel (neither the agent nor the customer will listen to the supervisor voice).
– The supervisor can listen and talk both to the agent and to the customer, like a pure 3 way conference room.
3. Manage Supervisors
The Call Center Administrator can create Supervisors profiles and associate to each Supervisor specified Agents and Queues.
In this way each he will be able to see just the reports and real time infos related to his assigned Queues and Agents, carrying out a targeted and deep analysis.
4. Record Calls
Calls can be automatically recorded and stored; the Supervisors can listen or download them, monitoring the agent performances, and find detailed informations about every call (the caller, the hold time, the call time, the date… ).
Call Recording can be managed for:
– Inbound calls, for each single Queue;
– every call corresponding to an Outbound route..
Recorded calls are really useful also for Agents; if the Supervisor gave them the permission, they can listen at any time to their managed calls to better understand the customer’s needs and improve the Customer Care service.
5. Analyze Reports
Thanks to Business Intelligence, supervisors and administrators can design their own metrics and also analyze their call center performances through a list of Reports ready to use.