Once upon a time, call centre managers were forced to wait until the calls of their phone agents were complete before they could be monitored. Call recording technology enabled them to listen back to those calls so they could determine the strengths and weaknesses of the employees who worked for them. Of course, calls are still recorded today. Giving your reps the ability to listen back to their calls is an excellent way to help them develop better habits.
However, these days, call centre managers are no longer forced to wait for call recordings to monitor calls. With MeloTel’s Monitor/Whisper Control Panel, call centre managers can “monitor” calls live while being undetected. The service also lets you “whisper” suggestions or jump into conversations whenever reps are in need of assistance.
With Monitor/Whisper Control Panel, you can help your reps right away. In the event that an interaction requires a supervisor’s intervention, you can quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill.
“Real-time monitoring lets you evaluate agent performance in the moment,” explains Kyley Eagleson of Genesys, “Then you can give feedback about how they’re doing during any interaction. If the agent has a clear handle on the issue, you can let them know they’re on the right track. If not, you can easily provide information and guidance to get them where they need to go.”
No matter how many years of experience you have in your industry, there will always be room for you to learn. Things change, and so do people. As a result, buying trends change. Knowing how to consistently meet the ever-growing needs of your target audience is a key to your company’s success. By listening in to the calls taken by your phone agents, you’ll gain greater insight into how to drive sales well into the future.
“When it comes to sales, foremost here is having a stronger grasp of what brings them into the fold – what convinces your leads to sign up or buy,” writes Dan Sincavage on Tenfold.com, “Your best sales reps can give you priceless insight on what works. From here, you can implement team-wide training to apply these best practices. Use call monitoring as a starting point for more effective sales teams and watch your revenue grow!”
Are you having issues keeping employees happy? Are you finding that you have to constantly hire and train new employees due to a high turnover rate? Perhaps, the reason for this is that your agents don’t feel as supported as they should.
“Turnover in call centers is a massive issue and being understaffed has a ripple effect,” notes Eagleson, “If agents feel confused, overworked or undervalued, they’ll move on. With real-time data monitoring, you can identify why agents are leaving and take steps to fix the issue — or issues.”
Contact MeloTel today to learn more about how Monitor/Whisper Control Panel can help you boost business. Please don’t hesitate to call us at 1-888-MELOTEL or use the Live Chat feature on our website!