5 tips for effective call monitoring  

Call monitoring is an incredible tool in the day-to-day runnings of customer services, especially in call centres or customer contact departments. But how can you make sure your call monitoring is effective? Let us take a look. 

1. What are your goals and objectives? 

What is your goal for your call monitoring? What is it that you want to get out of it? Make sure that you explore this in as much depth as possible before making any decisions. This is because call monitoring can be incredibly versatile, and thus it is important to be clear in your objectives before taking it any further. 

For example, do you have a clear picture of what the optimal call would look like? Do you have KPIs or other metrics that you want to meet every month? Are you looking to improve productivity in the workplace or improve customer satisfaction? By answering these questions, you will be able to make more informed decisions moving forward. 

2. Undertake regular training 

Making sure that all of your call agents have regular training is a great way to keep their skills up-to-date. During these sessions, you might also ask employees for their thoughts and feedback on customer interactions. By listening to your employees and mentoring them to excellence, you will be able to impart your goals and objectives onto them – after all, it is those employees who are on the front-line for customer service. 

3. Use a phone system with inbuilt analytics 

Tracking compliance and analysing effectiveness is an essential part of improving communications. In most cases, you will have to trawl through lots of different software for multiple channels until you can build a sufficient analytics system. 

However, with cloud-hosted telephone services like business phone systems by Gamma, calls are automatically added to the inbuilt analytics programme, allowing you to quickly and easily monitor performance at all times. 

4. Don’t be set in your ways 

If things aren’t working, don’t be afraid to switch it up. Many businesses will rely on a written script for their calls. Though this can be effective for ensuring all calls are consistent, this can assist companies in becoming set in their ways – at times it might even seem robotic. Instead, use the evidence you gather to rework your script regularly in order to stay relevant and relatable. 

5. Use call recording as a learning tool 

Call recording can be an effective tool for monitoring your customer service performance. These calls can be analysed to understand where things might be lacking, identify where things could have gone wrong, and to come up with ideas as to how to solve any problems that have arisen. 

However, it is important to note that there are some rules that you must comply with if you are to record calls. There are a number of pieces of legislation that layout the legalities of call recording, the most helpful of which is the General Data Protection Regulation (GDPR). Briefly put, in general, calls can be recorded as long as all parties are made aware, and that the data must never be passed to a third party. 

So, there you have it – 5 tips for effective call monitoring in your organisation.