Importance of Live Call Monitoring Solution in Support Centers

Support centers can be a technical support center in which the customers call in with the technical difficulties or errors they are facing. The support engineers try to resolve their concern by guiding them with the correct steps. Another scenario of the support center is where customers call to discuss the issues they faced with the purchased products. Here as well the job of the executives remains the same: resolving the concern of the customers. As one can assume often the customers who call to the support center are in a very bad mental state. They can be disappointed, frustrated or even worst furious. The most difficult job is played by the support executives. They not only handle these angry customers, but they also assure to keep the reputation of the company intact in any situation. It is not an easy job at all and that’s why the support centers must get the tools to assure the customers are handled well and the executives are keeping professionalism, politeness and personalization in the way they communicate with the customers.

The live call monitoring solution is really helpful to the support centers. The live call monitoring solution is an extensive system, which lets the manager monitor all types of calls, including:

• Ringing calls
• Inbound calls
• Outbound calls
• Missed calls
• Answered calls

The manager gets a complete overview of the calls in real time on his computer. In fact, a majority of live call monitoring solutions comes with a responsive interface, which means the manager can have a live call view on his mobile devices as well. This is a web based system, which means it can be accessed remotely, which gives the flexibility of usage to the companies.

Along with the view of the calls coming in, going out and missed, the manager of the support center can also listen to any ongoing calls. This helps the managers to assure the call quality in real time. When the support engineers stay conscious about the fact that they can be heard and supervised for their professionalism and politeness by their manager, they will be even more cautious about the fact that they conduct themselves well with the customer. This will automatically bring required change and professionalism in each conversation. Furthermore, the managers can take control of an ongoing call as and when they feel to do so! The live call monitoring solution also helps in the process of identifying suspicious calls which can be handled well.

The call logs and reports are presented in an informative and effective way to the manager so he can make some effective rules which can bring the positive change. For example, the high ratio of missed calls during certain hours define the peak time and it gives a clear hint of bringing more executives on board to take care of the customers who hang up due to long call queues. This is just one example. The managers can get really detailed insight about many KPIs which can be used in shaping the performance of the team and the support center.

Samir is working in a VoIP company that offers solutions like broadcasting solution, call accounting system, live call monitoring, call center solution and other solutions.