The customer is king but real-time data is the empire. One cannot stand without the other in the modern call center. From the agents on the floor to the back team support knowing what happens as it happens through real-time monitoring provides one with the necessary information for the optimization of the customer experience.
1. Business productivity
Everything experienced in a call center impacts the overall business. The company’s reputation is always at risk if the customer’s satisfaction is not met.
Reduce agent churn; with real-time data monitoring, you can identify why agents feel confused, overworked, undervalued or leaving and take steps to fix the issue — or issues. Plus, when leveraged over time, the data paints a picture of the ideal agent. Compile the traits of the most successful agents and build a profile to use for recruiting and hiring.
Improve customer satisfaction; call center agents are the voice and face of your company. When a customer calls, chats or emails with an issue, they want a fast and helpful response. If they don’t, they’ll take their business elsewhere.
2. Makes call center manager work easier
Real-time data gives a call center manager a top-down view of everything happening at any given moment. This information enables management of queues and channels — and better budgeting of limited resources without guesswork.
Staff planning; this is a major issue for many call centers. Managers deal with everything from high agent turnover rates to surges and dips in call volumes. Improper coverage affects metrics and customer satisfaction but real-time data monitoring sets a baseline for staff planning.
Staff improvement; the data gleaned from real-time analysis lets one hone in on problem areas with agents and with this information, one can offer proactive training and continued education for agents.
Improve productivity; while fostering a positive culture, for employees is an important part of management and with KPIs and SLAs to meet, real-time data keeps the team on track.
Monitor standard hold times, call lengths and call resolutions; helps in Identifying major strongholds and setbacks of an agent i.e. what slows agents down, which of your agents are performing the best and determine what they’re doing differently to improve resolution time.
3. Makes agent’s work easier
Call center agent’s priority is making their day-to-day jobs run smoothly. Unlike managers or high-level executives, agents are less concerned about the data itself. They’re more interested in how management uses that data. Real-time monitoring shapes the environment that agents work in every day.
Improves on agent performance; Real-time monitoring enables assessment of an agent’s performance at the moment with the option of giving feedback on their performance. This creates room for motivating the agent and through such education, it ensures that no one feels lost during customer interaction.
Turn agents into experts; at the end of the day, we all want to feel like we know what we’re doing in our jobs. Real-time monitoring lets you identify gaps in agents’ knowledge or skills — and address them immediately. This keeps agents informed and ready to provide confident customer service.
Serve as a lifeline in difficult interactions; sometimes things go sideways. A customer has strange issues or is already frustrated after a stressful week. In these cases, real-time monitoring can save the day. By catching potentially volatile situations early, you can step in and address the issue right away. By stopping it before it escalates you preserve the customer relationship.