How Real Time Monitoring Software Helps in Call Centers?

Posted by Samir on September 11th, 2019

Call center solutions are developed to empower call centers. There are many features that benefit the call centers to streamline their operations with minimum human intervention.  Furthermore, there are some features available in the call center software, which offer improvement in operations with or without human intervention. In this article, we will learn about the real time monitoring features and their benefits in the call centers.

What is real time monitoring?

The call center solutions offer different features to allow supervisors and higher authority in the call centers to monitor ongoing operations. Depending on the feature available, there are different metrics that can be measured in the call centers with live monitoring.

The intelligent call center software offers maximum metrics in real time to let supervisors and admin gauge live performance. On the other hand, some call center solutions only offer a barge-in as a feature that allows real time call center monitoring.

There are multiple ways the live monitoring helps call centers and remember it doesn’t mean monitoring only calls. It can monitor multiple metrics. For example, intelligent call center software also detects fraud in real time. Let’s briefly understand how real time monitoring can be useful.

1. Customer satisfaction

The real performance criterion in any call center is the satisfaction of the customer and that’s why it is important to give more emphasis on that. The call center solution allows monitoring call quality in real time. The supervisor can check whether a customer is treated well with the most professional approach or not. Not only this, whenever a supervisor identifies a problem in the code of conduct, he can directly or indirectly intervene to make sure the customer is well treated and happy.

2. Save resources

The fraud detection is one of the amazing features made available with the intelligent call center software. This feature detects suspicious calls and spam calls. The major benefit of this feature is to save resources in omnichannel. The agent and his time otherwise wasted on this type of call would get saved as the supervisor or agent can identify the fraud calls. Also, the calling minutes and other call center resources wasted on the fraud calls could be saved by identifying them in advance or in real-time. This can be achieved with the intelligent call center solution.

3. Increase business

The live call and data monitoring feature helps call centers improve the quality of services. Furthermore, it helps call centers to focus energy and resources on the right and potential customers. This strategic and result oriented business approach helps call centers to retain existing customers and bag more customers. This will help in increasing business and revenues.

End Notes

These are the top 3 benefits available to all call centers that use intelligent or any other call center software solution that offers live monitoring features. These features and their correct use can make a huge difference. Thus, it is necessary to use these features for different operations by the call centers. These features are equally useful to other businesses that use the call center software with live monitoring features.