Monitoring the quality of customer care services is essential for any business, as it can be just as important as product quality. Customers should feel that their questions and concerns are being taken seriously by the company, as opposed to getting a plain answer. Listening back to recordings of conversations with customers is a great way for businesses to identify problems and refine/train employees accordingly. Here’s how outbound call recording in an online PBX phone system can be helpful for businesses:
Agents will communicate better with Customers:
Working as an agent, one must be able to relate to customers effectively. Agents working at the customer-facing interface must have a broad knowledge of the company’s products and services, as well as how to handle common issues that might arise through them. A strong understanding of how people work is also essential – seasoned agents will know how to deal with difficult customers. This is why agents should be assessed and trained whenever required. Part of the training program would be call monitoring using an online PBX phone system.
Employees will Assess themselves:
Yes, self-assessment does matter! Trusting that your employees are capable of refining their craft will make an impression. Some may consider it risky to give employees this kind of freedom, but offering them the chance to learn from their mistakes demonstrates your faith in their abilities. Let them review their own interactions with customers, and it will benefit your business in the long run.
Besides improving morale, it has been shown that self-assessment helps agents increase their performance output. They will recognise where they fall behind and find out how they can improve their overall skill set.
Ensure the Agents are Sticking to the Script:
Phone agents are usually trained to stick to a rigid script, no matter what. Their goal is really to get customers as quickly and effectively as possible. Phone agents often set the tone of an interaction with a company, establishing expectations for service delivery and influencing how customers respond to employees in general.
A good phone agent will focus on clear introductions, friendly conversations and impeccable manners, even when they have to deal with difficult people. By monitoring their calls using a cloud PBX phone system, you can ensure that the employees stick to the script and that they don’t deviate too much from it, unless required otherwise.
Evaluate the Task Force:
One common misconception about call monitoring is that it’s the sole responsibility of the call centre manager. But managers likely have other important responsibilities, such as refining customer retention strategies and more. The taskforce, which is a group of knowledgeable agents who act on behalf of the manager, designs processes and monitors service levels. They are also responsible for conducting training sessions for your agents. Call monitoring becomes helpful in this scenario, and the experts can evaluate how satisfied the customers are.
Call monitoring facility in hosted PBX for small business can unlock the potential of your workforce and help your company thrive. Get in touch with a service provider if you have any questions.