Call Monitoring
- Listen live calls right from the dashboard
- Train and control your agents in real time
- Provide efficient trainings for agents
Here’s How Call Monitoring Works
Nectar Desk’s call monitoring helps keep an eye on calls. Your supervisors can see live calls and check them. Besides, clients won’t know about that. Supervisors can give advice quietly if it is important. For instance, an agent doesn’t know what to say. A supervisor is able to join the call and give some tips. So, with Nectar Desk, you can be sure calls go well and help your team improve.
Develop an assessment sheet to test the employee work habits. It should include whether client service preferences are met. The worker scorecards must not violate any company policies and agree with Key Performance Indicators. The instructions for quality phone calls should be installed and measured with call quality monitoring. Thus, all administrators must be well-trained in scoring patterns. This can be done using scorecards by call quality monitoring. Also, appoint someone to train others to ensure that phone call monitoring is at its peak.
See how well agents work and follow the rules.
Provide quality standards within your call center.
Identify areas where agents need improvement.
Providing ongoing training for your agents.
Utilize automated call routing system.
Get detailed insights with advanced analytics.
Avoid of Failures & Plan Actions
Discuss working performance and results with your agents. Besides, integrate a walk-through of call quality into the yearly reviews. It helps to keep agents motivated and understand their expectations. Also, the quality of calls can be factored into settlement plans to encourage workers to do their best. When output levels are low, you can use an action plan to raise productivity.
Becoming a quality monitoring call center could put your business at its peak. It would allow you to manage the company to be most productive. All this is possible with Nectar Desk call center monitoring software.
Powerful alone,
but even better with:
