Although the customer service and sales teams have separate responsibilities inside a business, they have one thing in common: they are both responsible for ensuring that customers have a great experience. And one negative encounter might result in a loss of clients and, ultimately, money. According to data, 73% of consumers choose positive brand experiences over a business’s cost and product quality.
Ensuring your client-facing personnel has the resources they need to execute their jobs is more crucial than ever, especially with customer retention and revenue on the line. Software for quality assurance, for example, gives effective leaders the freedom to listen in on calls and provide coaching as necessary.
Call Monitoring: What is it?
Call quality or monitoring is keeping an eye on customer calls to enhance agent and customer satisfaction. Call quality is a contact center function frequently used for training and quality management in call center. Still, it can also be utilized in many situations and departments.
Call monitoring can be used by a variety of departments inside your company. Of course, sales and customer support are the most common teams to use this capability. Still, teams like marketing and product can also benefit from it by listening to customer conversations to better understand market research trends and product uptake.
Advantages of Call Monitoring Software
Managers in sales and customer service can use call monitoring to improve team management and performance for various reasons. Here is a comprehensive overview of the benefits this communications function can offer you and your teams, including problem-solving, agent training, and staying on top of consumer needs.
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Cost reduction for contact centers
Cost-saving training can help you run your contact center more efficiently. Agents who have received proper training are equipped to manage calls effectively and find solutions to problems first. In addition, excellent coaching can help agents develop more effectively, resulting in fewer minutes, better service, and a reduced average call cost per call.
Increase the speed of new hires
With phone monitoring, you can speed up new hire onboarding. As new representatives begin to feel more at ease handling calls on their own, it will be simple to listen in, whisper, or interrupt calls as necessary.
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Enhance team performance
Call monitoring can be a key factor in helping your team advance to the next level, whether it consists of a rock-star squad or a few struggling representatives. For example, your agents can replay their conversations using call monitoring for hearing their tone of voice, sales pitch, and customer service replies. This will help them to see what has to be changed.
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Enhance Lifetime Value & Customer Experience
You can instantly improve customer experience by ensuring that your sales and support agents conduct discussions appropriately with quality management in call center. These encounters will develop into stronger customer connections over time, increasing your company’s lifetime value.
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Improved knowledge of market trends and customer expectations
What better method for you as a leader to be abreast of the always shifting dynamics of your customers than to actively hear their opinions? Call monitoring lets you remain on top of your clients’ demands from a sales and support viewpoint.
Lower agent churn
Did you aware that for every $10,000 in yearly income, disengaged agents can cost $3,400? Call monitoring offers businesses a different way to increase agent pride and work satisfaction through personalized coaching while lowering costly employee turnover.
Finishing Up
Don’t waste time presuming that your sales and support staff can handle the number of calls without Software for quality assurance. Many aspects of the business might easily go wrong when agents lack the appropriate communication tools.
With cloud communications, numerous methods exist to improve your business’s sales and customer service. However, call monitoring is only one method for increasing sales and income simultaneously, improving agent effectiveness, and cutting expenses.