The Importance of Having Remote Access in Call Recordings for Real-Time Monitoring and Auditing in Call Centers

Call quality monitoring and audits play a major role in workforce management of call centers. Poor agent performance has an impact on the company's overall sales and productivity. Statistics show that around 86% of consumers quit doing business with a company due to bad customer experience. Most customers turn to social media when they have positive or negative customer experience which is why it is crucial to monitor the performance of your frontline representatives.

In today's age, remote access to call recordings is necessary for a call center company for the continuous management of a productive workforce. This is especially important if your business has outsourced call centers so you can monitor the productivity and performance of the call center first-hand. Real-time monitoring and audits allow a business owner to measure the quality of service rendered to customers.

The importance of remote access to call recordings goes beyond making sure that your agents are doing their job. Here are some reasons why remote access is important to every call centers providing customer service like an Ecommerce call center.

Keep an eye on agent's activities

Remote access often includes screen sharing of an agent's computer. This allows managers to actually see what's on the agent's screen during a call. By knowing the activities in the agent's computer, managers can see how fast tools are being utilized and check if there are problems that can be improved. Screen sharing also lets the manager see if there are distractions on the agent's screen such as social media or non-work related pages. Remote access allows managers to observe the agent's activities real time.

Listen to calls in real time

Even if the call center company is in a different country, remote access allows you to listen to random calls in real time. Remember, call center agents serve as your company's representatives so it is important to listen to the calls that are taking place in your business. With real-time remote access, you can manage and monitor your company's remote call center agents the way you would monitor your on-site team.

Provide timely feedback and coaching

Remote access to real-time call recordings and live call monitoring gives you an option to audit the representative's performance and provide a timely feedback. A Call center Services Company often uses tools that allow managers to barge-in during a call so they can provide suggestions and tips on how to handle the call in real-time. Call center managers can also use call recordings to take notes of the points that can be improved and those that need further training.

Improve customer experience

Real-time remote access to call recordings can also be the key to improving customer experience. By improving the agent's performance through quality monitoring, you are also improving customer experience during a call. Identifying things that should be avoided during a call and continuous coaching of customer service representatives will prevent call mishandling and promote positive customer experience.

These are just some of the reasons why call center companies should have real-time remote access to call recordings, even live call monitoring. Keep in mind that your brand is always on the line in every call being handled by customer service representatives so it is necessary to evaluate their effectiveness in call handling.