Call centre monitoring is essential to maintain the efficiency of any call centre. Maintaining an efficient call centre is not about employing as many people as you can to deal with the maximum number of calls - it would be much easier if it was! Maintaining an efficient call centre is about training and motivating your employees to deal with each call with maximum efficiency. A lot of this can be done in the initial training, but you will also need to monitor the employees and provide more training over time.
Don't forget that people's attitudes change over time. They can lose interest and also develop bad habits. You will often find that, after an extended period, even your best employees are no longer performing like they once were. This is only natural, they are only human after all! Each and every staff member will show different training issues as time passes. Identifying these training issues, before they become real problems, is why call centre monitoring is essential in any successful call centre.
Call centre monitoring and scoring systems.
For effective call centre monitoring you will want to listen to your employees' calls and use a scoring system to rate their performance. If your call centre is a sales environment you will also want to keep track of their sales figures. You can use the scoring system to see how the performance of your employees changes over time. You'll probably expect to see gradual improvement, or at least consistency. Inconsistent results could indicate a training issue or perhaps a loss of motivation.
You should never forget that getting the best from people is often a question of motivation. Even the best people can lose interest from doing the same thing every day. Often this will come across in the way they deal with people and begin to have an adverse affect on their statistics. Effective call centre monitoring will help you to pick up on these issues straight away.
Often just a slight change of duties or some training sessions will get them quickly back on the right track.
Effective Call centre monitoring can be a fulltime job. You can make things a lot easier on yourself with a simple but effective staff scoring system, such as Scorebuddy.
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This blog has been updated in July 2019
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