The do’s and don’ts of call monitoring

The recorded message reels off to every one of our customers.  “This call may be monitored for coaching and evaluation purposes”.  After the implicit approval of customers to have calls recorded, what is the key to maximising the information we collect?

As managers, we must view monitoring as a tool to ensuring the quality and consistency of product.

For effective monitoring we need sophisticated software.  The primary purpose of recording calls is to retrieve them at a later point in time.  Systems vary in their ability to easily and efficiently retrieve calls. Real time monitoring adds another dimension.  We need systems that allow us to monitor, coach or intervene if necessary.  Needless to say, this must be discreet and professional.

Team leaders must be trained to accurately assess and score calls.  Monitoring is a valuable instrument in the performance appraisal process.  But too often it is a process that is mismanaged. 

Team leaders must have a variety of calls at their finger tips, ready to discuss with each individual staff member.  Good, bad and ugly.  Managers must accentuate the positive and constructively deal with the negative.

In a coaching scenario, the good calls can be shared with a wider audience.  We need to highlight for all our staff examples of ‘the perfect call’.  Yes, perfect calls do happen!

Remember – easy retrieval is important. Don’t rely on antiquated software for your monitoring function.  Investment in appropriate systems returns cost savings in the form of management time spent hunting through hours of recordings for the call that is needed. 

If you have call or product problems, don’t automatically blame the agent.  Make sure the call screening menu options are not causing frustration for the caller.  Examine the script.  It might be too wordy, confusing or simply no longer relevant.  Don’t allow your first verbal contact with the customer create agitation.

Make sure you do inform the caller you are recording the conversation.  By law, they must be informed and given the option of not being monitored.

Don’t ever allow recordings to be used for unprofessional purposes.  Personal information or contact details must remain confidential.  Ensure you have policies in place to deal with the misuse of customer information. 

Similarly, don’t allow the Thought Police to run rampant in your call centre.  Intimidation or ridicule by those who do the monitoring of calls is not coaching.  It’s harassment.

Finally, don’t outsource call monitoring to a third party.  There are providers who try to blind call centre managers with the science of their monitoring and assessment products.  For the manager, the job is to manage and to be responsible of every aspect of call centre life.

Recording, monitoring and evaluation can be sensitive issues.  Sometimes it is the customer who gets anxious.  Sometimes it is the agent.  However, to ensure the quality control of product, service level and effectiveness of training, call monitoring is a necessary evil.