• Home
  • Blog
    • Business Partner Magazine Archive
  • Free Contests and Giveaways
  • Resources
  • About Us
    • Cookie Policy
    • Disclosure Policy
    • Privacy Policy
    • Terms of Website Use
  • Contacts

Business Partner Magazine

Tips and advice for entrepreneurs, start-ups and SMEs

  • Business Success
  • Marketing
  • Finance
  • Employees
  • Technology
  • Start-up
  • Productivity
  • Communication

3 Benefits of Real-Time Agent Monitoring in the Call Center

May 18, 2021 by BPM Team

Click here to get this post in PDF

Too long to read? Enter your email to download this post as a PDF. We will also send you our best business tips every 2 weeks in our newsletter. You can unsubscribe anytime.

Enter your NameEnter your Email Address
Group of people taking calls

Every business wants to have productive and engaged employees to accomplish their daily tasks, use working hours wisely and increase profit. It is a big challenge for call center owners to manage their agents enough so that productivity and customer satisfaction are always at high levels. Knowing exactly what your call center agents are doing during their work hours matters a lot to long-term success. This is why using employee monitoring software is very important to know how well your agents are performing. Real-time agent monitoring provides managers with productivity analytics, data of web usage, time log of working hours which gives you the necessary information to optimize productivity.  

Real-time monitoring is a more effective way to track agent productivity, analyze performance, and monitor compliance. Here are three reasons why real-time call center agent monitoring is so important. 

Benefits of Real-Time Agent Monitoring in the Call Center

1. Improve Your Agents’ Quality of Work: Your agents answer hundreds of calls daily; it is often possible to get distracted due to pressure and involved in non-essential browsing into the web during work hours. Plus, the continuous notifications and updates from social media also distract agents from work. With the help of real-time monitoring, you can instantly know if your agents are involved in anything that is not related to work, and it lets you evaluate agent performance at the moment. Once you see such matters, you can easily guide them to get them back on track. When agents know they are being monitored, agents become more attentive and conscious of their actions and work.  

At the end of the day, agents also want managers to know how efficient they are to be valued as per their effort. Overall this fair process of getting real insight helps both managers and agents to improve their quality of work. This type of agent nurturing ensures that no one feels “lost” during a customer interaction and improves overall performance. Thus real-time agent monitoring is a proven and effective way of keeping your team on track.

2. Acquire Useful Insights for Your Business: By seeing the data of your agents’ productivity insight, you can improve your business strategies. You can easily track which agents maintain regularity during work. Because when agents are offered flexible timing, often it is seen that agents fail to start their task timely. Measuring the data from time tracking, you can understand who the most sincere agents are and get a comprehensive insight into how long each of your employees works and which agents may need some one-on-one coaching for improvement. Focusing on improving your agent performance will automatically lower idle time, which will benefit your business in terms of performance and profit. Managers can easily compare their agents against several key performance metrics to find out the best-performing agents and ones who require more intensive coaching and guidance.

3. Make Business more productive: Now when the agents already know there is software monitoring and tracking all their web movements, they know there is no alternative other than performing well. Plus agent turnover in call centers is a big issue, and if agents feel overworked or undervalued, they will look for change. With real-time data monitoring, you can identify why agents are leaving and take the necessary steps. With real-time monitoring and little human effort, you can turn your agents into happy and productive agents who are the voice and face of your company. They will take your business to a higher level if you know how to keep them going.

Take Steps to Improve Call Center Agent Productivity Today

Your call center is the heart of your business, which means it’s important to ensure that it is performing smoothly. To achieve this, you have to continuously know about the efforts your agents put into their work daily. The productivity metrics will severely impact the quality of your call center agents’ performance and then do what is necessary to improve your processes and agents.

To improve your call center agent productivity, try CloudDesk today. Real-time monitoring will always be a step ahead to track your agents’ activity and have data to improve the customer experience ultimately. If you are looking for a monitoring solution for your call center regarding productivity and performance issues, it is time for you to switch to software that can help you manage your remote employees.

You may also like: In the Age of AI and Bots – Why Call Centres Still Matters?

Image source: Pexels.com

Filed Under: Customer Service, Employees, Productivity Tagged With: call center, Customer Service, Employee performance, monitoring, productivity

  • Facebook
  • Instagram
  • LinkedIn
  • Pinterest
  • Twitter
  • YouTube

Disclosure

We earn commissions if you shop through the links on this page.

Recent Posts

  • Unforgettable Adventure Experiences: A Catalyst for Business Expansion
  • The Role of Communication in Effective Debt Recovery
  • Insulating a Home – What’s Involved?
  • 8 Ways to Protect the Environment
  • 8 Great Careers For Business Management Graduates

Categories

Archives

Make Money Online – Free Course

  • Discover All The Shortcuts To Affiliate Marketing Success
  • Find Out How To Fill Your Site With New Leads And Customers
  • Discover How To Turn Your Passion Into Profits
  • Learn How To Write Copy That Gets Results Fast!
  • Discover How To Create Promote & Sell Your Own Products Online
  • Everything You Need To Know About Marketing Money Online
  • Strategies For Successful Web Entrepreneurs Inside
  • Discover How To Invest Smarter Grow Faster And Retire Rich
  • Email Marketing Strategies For Marketers And Entrepreneurs
  • Free training reveals how to build a successful six figure income online
  • Discover The Mindset Hacks You Need To Succeed
  • Free Marketing Memberships – Make Money Online

    Make money online free marketing memberships

    Tags

    Accounting apps bitcoin brand business growth business skills business success communication cryptocurrency Customer Service Data design Digital marketing ecommerce Efficiency employees Featured Article finance finances Health and Safety infographic insurance Investing investment legal legal tips Management Marketing marketing strategy Outsourcing productivity property Real estate sales security SEO Social Media software starting a business startup Technology Trading Training website workplace

    Disclosure

    We earn commissions if you shop through the links on this page.

    Digital Marketing Agency

    ReachMore Banner

    Business Partner Magazine

    Business Partner Magazine provides business tips for small business owners (SME). We are your business partner helping you on your road to business success.

    Have a look around the site to discover a wealth of business-focused content.

    Here’s to your business success!

    Copyright © 2023 - Business Partner Magazine·