The following content is an excerpt from ContactCenterWorld.com's 2005 Benchmarking Study. For details on our new Volume 1 Global Benchmarking Study, please follow this link
In today’s modern, state of the art contact center there are a multitude of technologies to help monitor agents. There are also a number of different strategies to use.
The days of the supervisor and/or trainer sitting in a cubical somewhere in the center just listening to calls and rating agents is not quite over yet despite the technological advancements.
Technology allows the supervisor/trainer to monitor agents from their own workstation or from thousands of miles away. Real time analytics brings real time data that can also be interpreted by sophisticated technology to alert supervisors of situations where customers may be getting upset – this whilst the call is taking place and the customer can be saved.
It’s important to know if they’re sticking to the script, complying with your standards, using rebuttals appropriately, etc. However, there’s a lot more information you need to know in order to maximize the success of your calls. From Call Monitoring: Are You Getting What You Paid For?
In our study 72.2% of respondents use remote listening to monitor agents.
Side by side coaching, if correctly done, can be extremely beneficial. It can however also do harm if the coach is poorly trained and is seen to always select the same agents for monitoring. There are many professional coaches in the industry who understand the fine balance between conducting a good or bad coaching session.
Only 49.3% of the respondents use some form of digital voice and/or screen recording.
We were surprised to see that 8.3% of respondents do not monitor agents. If you consider the average agent handles 77 calls a day, then there is a significant amount of customer interactions that may result in the customer defecting and the contact center may never know unless they do some form of monitoring.
Excerpt taken from the 2005 Benchmarking Study © ContactCenterWorld.com All rights reserved. For more information on our new Volume 1 Global Benchmarking Study, please follow this link
Published: Thursday, January 8, 2009
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