Do you own or operate a call centre business? If so, it’s part of your job to make sure your phone agents are getting regular feedback. Keeping in mind that Super Bowl LIV took place this past Sunday, look at things this way: you are the coach of a team. How do you plan on bringing your team to victory? As a coach, you need to provide motivation as well as tips and pieces of advice that will help each one of your players succeed.
This is what makes live call monitoring so important. Listening in to the calls of your phone agents, as they happen, is easily the best way to find out how to help them become better at their jobs. When you listen in live, you can immediately correct some of the missteps your agents may be taking. This will guide them towards making more productive decisions in future. It’s important to address such issues as using the appropriate tone of voice, following the script and effectively answering questions.
Have your phone agents ever needed to escalate their calls to managers such as yourself? By listening in to calls before they get transferred to you, you’ll be able to easily ascertain the concerns of the callers. This way, you can more quickly address and resolve issues before they get worse. After taking over the call, customers will appreciate your attention to detail and ability to provide expedient service.
“Call barging is a call centre software feature that provides users with functionality that is one step above call monitoring,” explains Shauna Geraghty on TalkDesk.com, “It enables managers to barge in on calls, allowing them to speak directly to both the caller and the agent. This allows managers to provide support to both agents and customers and reduces the number of calls that have to be escalated to management.”
When you can whisper helpful advice to your reps without the callers hearing you, it simply makes the members of your team better customer service representatives. In many cases, your assistance will mean the difference between securing a long-time customer and losing one for good. As well, whispering helpful tips eventually makes your reps more proficient at answering questions correctly. This always makes customers happy!
“There’s a reason that the standard disclaimer call center callers hear includes the words ‘quality assurance purposes,’” notes Geraghty, “Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.”
As its name informs, MeloTel’s innovative Monitor/Whisper Control Panel service allows you to both monitor your phone agents and whisper helpful information to them. The “monitor” feature lets you listen to the phone calls of your phone agents live and without being detected.
The “whisper” features allows you to subtly drop in and coach agents on live calls at any stage of the sales process. In the event an interaction requires supervisory intervention, you can quickly “barge in” to immediately assist and resolve any issues your rep may be unable to fulfill.
For more information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
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