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Call Monitoring 101: The Checklist

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Call Monitoring 101: The Checklist

When it comes to contact centres, operational issues can be quickly and effectively identified and resolved by call monitoring software. Not, only that but it will also increase agent productivity and vastly improve your customer service capabilities thanks to the insight it provides.

OpsTalent prepared a list of criteria when purchasing call monitoring software, crossing off each point brings you closer to acquiring the perfect system for your business:

The  primary use.

Implementation and integration.

  • Near seamless integration with telephony and/or VOIP switch? – e.g. Avaya, Cisco, Mitel, BroadSoft, MetaSwitch, etc.?
  • Will I need a special voice logger or any commercial “of the shelf” one will suffice?
  • Is it possible to pull external data from the CRM system through an API?

Customization options.

Reporting capabilities.

  • Multiple filtering options; can I filter reports by date, groups, agents and managers?
  • Is the software capable of generating easily customizable performance reports?
  • Will I be able to easily export and send reports to supervisors, managers and contact centre agents to showcase issues and good examples?
  • Is performing form-level summaries  a feature as well?
  • Are calibration tables included?

Learning, using and mastering.

  • Will my employees need hours of training to use the software?
  • Can my staff learn to use the software effectively in a matter of minutes?
  • Is it an easy to master the application?
  • How quickly can new supervisors accustom themselves with software features?

The installation process.

These are merely some of the criteria you should consider, if you have something to add, please leave a comment bellow!