Call monitoring is an essential part of quality assurance for any call center. Call monitoring enables supervisors to manage quality, increase efficiency, improve performance and ensure an exceptional experience for call center customers.
Call monitoring typically involves a supervisor listening in on calls between agents and customers. Metrics such as courtesy and efficiency can be assessed on “scorecards” which can be aggregated to determine whether the center is reaching key performance metrics. Call analytics can provide insight into what agents are doing well and where additional training is necessary. Call monitoring can also highlight changes to call center scripts that may be required to increase customer satisfaction.
While there are many call monitoring solutions available for call centers today, managing and maintaining on-premises solutions can be a drain on IT staff and resources. Spectrum Enterprise offers an alternative: call monitoring technology as part of a hosted call center.
Spectrum Enterprise delivers scalable, flexible, fiber-based technology to many of the nation’s largest enterprises. With best-in-class solutions for fiber Internet, video, cloud, network and voice services, we enable organizations nationwide to integrate solutions, overcome limitations and drive innovation.
Our Hosted Call Center is a fully managed, cloud-based enterprise voice solution that can meet the needs of call centers of any size, from informal help desks to highly complex customer support environments. Hosted Call Center can intelligently route calls through simple call distribution cueing or with advanced routing and call management options. And as a managed service, Hosted Call Center comes with all the software, hardware and service required to implement and maintain an enterprise call center, without the burdensome startup costs or a dedicated team of IT specialists.
Hosted Call Center includes several feature packs with different voice solutions to suit the needs of any call center environment. The Supervisor Feature Pack provides state-of-the-art call monitoring features, including: