It is the general rule for businesses to monitor and record their messages, but how often does your company do the same for calls? Not many firms monitor call signal because they think this is too sensitive or unnecessary for their operations. The truth is far from that.
Call monitoring has plenty of benefits for a company when done right. If executed with the utmost respect for privacy and data protection, monitoring calls can give you the following advantages:
Customer Satisfaction
Call monitoring allows you to identify areas of improvement when dealing with customer inquiries via phone. By listening to records, you can look for specific root causes of call issues and fix them immediately. As such, customer satisfaction can increase significantly.
Plus, this can help you pinpoint areas where employees or agents need additional training, including conflict resolution and information exchange.
Quality Assurance
Call monitoring provides insight into performance metrics necessary for the improvement of a company’s response to customers. These metrics include data on call durations, customer satisfaction levels, and hold times that can be used to enhance existing performance.
The data can also be used to determine whether employees are adhering to company policies and procedures. This ensures consistent quality of service to all customers.
Regulatory Compliance
Similar to messages, calls are also required by law to be monitored and recorded in certain industries, including finance, healthcare, customer service, insurance, legal, government services, and any business with a major call center operation.
Failure to comply with communication regulations can result in legal consequences. With call monitoring, you can avoid penalties and the risk of damage to your reputation.
Call Monitoring: A Necessary Precaution
While monitoring calls sounds over the top, they are necessary to keep a business safe from legal punishment, mainly when they belong to the aforementioned industries. Additionally, call monitoring is a valuable source of data for improving customer service and security.