Call Monitoring

Yes, in many countries, there are legal provisions that allow authorities to monitor and intercept telephone conversations for law enforcement purposes.

Additionally, companies may also monitor calls made on their own telecommunication systems for quality control, training purposes, or to ensure compliance with company policies and regulations. This is especially common in customer service settings, where calls may be recorded or monitored to improve the overall customer experience.

However, it's worth noting that the specific laws and regulations around call monitoring vary from country to country and depend on the context of the monitoring. It is important to familiarize oneself with the relevant laws and regulations in the jurisdiction where the calls are being monitored.

A lot can be achieved with the right tools and educated staff. Call monitoring is important for a few reasons. These would be:

• Services quality assurance

• Getting accurate feedback from the clients

• More efficient training of the staff

• Immediate assistance in complex cases

• A lot of flexibility in conducting your business, including working remotely.

Developing the right call monitoring strategy can considerably improve the workflow and broad understanding of what your staff should be working towards. A few elements can contribute to the success of such a strategy. Here's what a good call monitoring plan includes.

Determine What You Want to Achieve

You need to know the purpose of your call monitoring strategy and figure out the type of calls that you want to monitor. For example, if the main reason for your call monitoring is customer satisfaction, then it would be best if you were monitoring customer service calls only. If your aim is to reduce employee turnover rate or improve employee productivity then it may be beneficial for you if you could monitor all types of internal and external calls.

Being Mindful of the Quality of Agents' Performance

Usually, there is more than one metric that tells us something about the agents' performance. One aspect that is often taken under consideration is AHT, which stands for average handling time. Many call center managers emphasize this metric, but it would be a mistake to only focus on the AHT.

A call monitoring system allows your managers to access call recordings and evaluate another significant factor: the quality of services that agents offer. It's common that agents who spend more time with the client provide better service. That is why it is always important to have a complete picture when evaluating agents' performance. Call monitoring software gives you that chance.

Promoting Self-Assessments

One of the best ways to ensure the best quality of services is to equip employees with self-assessment tools that will allow them to see their progress and learn from their previous interactions with the customers.

This would include tools like evaluations sheets, training sessions focusing on building agents' confidence, and other learning tools.

Selecting the Right Call Monitoring Software

Of course, even the best call monitoring strategy might not be effective if we are forced to work with a system that does not fit our needs. That is why choosing the right call monitoring software is crucial.

It's important to find a solution that will give you freedom in how you conduct your business. At Yeastar, we offer products that will make your work much easier on almost every level. Our business phone systems offer call monitoring, Interactive Voice Response, post-calls surveys, real-time reporting, etc.

Sharing the Responsibilities with Others

To guarantee the managers and agents have the best conditions to perform their tasks and they are not too overwhelmed with the responsibilities, it might be a good idea to create teams that will take over some of the decision-making processes when managers are preoccupied with other projects.

Special call monitoring task force or team could be a great way to prepare the best agents for the roles of managers and free some of the managers' workload. Their responsibilities could include scheduling training sessions, being helpful support for the new agents and updating resources, etc.