Nykki Yeager
Posted by Nykki Yeager
Mar 20 / 2018 | 0 Comments

5 Must Have Features to Look for Selecting Call Monitoring Software

Last year, 75% of companies said their top objective was to improve customer experience. Chances are, this is an objective for your company.


To meet this objective, you must improve the quality of your customer support. And to improve the quality of your customer support, you need a call quality monitoring program. Call quality monitoring helps you make sure you’re handling every customer call with care and giving nothing but the highest quality service.


With call quality monitoring, leaders listen in on calls to gain insights on what mistakes agents are making and how they could improve. They also learn what agents are doing right and what should be encouraged across the team in order to provide top quality support to each and every customer. Call quality monitoring helps ensure that your customers get the answers they need, delivered in a way that leaves them satisfied.

Why use call center quality monitoring software?


At Heyware, we follow a 9-step framework for call quality monitoring, which begins at assembling the team and ends at performing continuous analysis driving continued improvement.

And there’s no doubt about it: call quality monitoring takes work. When all that work is done manually, it can be quite painful. Reviewing calls, grading them, passing feedback to the right stakeholders, and analyzing the large quantities of data that come with a call center quality monitoring program are made infinitely easier when you don’t have to do everything by hand using a patchwork of different tools and systems.


That’s where call monitoring software comes in. A call monitoring software also called co-listening software made explicitly for the job of quality monitoring can lighten the workload, reduce the chance of error in your monitoring processes, keep things organized, and help you get more meaningful insights from your data. While you don’t need software to implement a call quality monitoring program, it can save you a lot of time and effort, especially in a high-volume environment.


With so many tools on the market, what are the most important things to look for when choosing a call monitoring software? Read on for the top five most important things to look for when choosing your call monitoring system.


1. Ability to measure process level data


Generally, the errors you find when running call quality monitoring fall into two categories: employee level and process level.


If only a few employees are making the same mistakes, then there’s a high chance that these are employee level errors. More often than not, however, quality problems occur when processes or systems are not optimized. If many employees keep repeating the same mistakes, that’s a sign of a process error and a good time to audit your processes for the root cause. Alternatively, if employees are receiving high scores on quality audits, but customers are not satisfied with the response, it’s likely there’s a process issue occurring.


In fact, 75% of all errors in contact centers occur on a process level. But, most call monitor software only tracks data at the employee level. If you use a call monitoring system that only tracks data on the employee level, you’re missing out on a world of insight on how you could improve. Be sure to choose a software that tracks data on both levels to get the full picture of your team’s performance.


Agent level versus process level approach


2. Full flexibility


Every team has slightly different needs, so a solution that caters to your specific case will serve you much more than a one-size-fits-all solution. Look for software that will adapt to the changing needs of your team and business and give you options. In particular, search for flexibility in developing your call quality monitoring form and the capabilities to:


  • Use unlimited attributes that help you easily identify the root cause of quality flaws.
  • Measure quality performance across different accuracies: Customer, Business, and Compliance Error Accuracy, as well as Non-Critical Error Accuracy.
  • Monitor and change the attributes and-sub attributes (also known as the questions and sub questions), without having to contact your IT department.

3. Smart reporting capabilities


Call center quality monitoring creates a ton of data which holds a wealth of insight, but only if you’re able to organize it in meaningful ways. Almost 50% of all contact centers collect and report on metrics that they never use to improve the customer experience -- because they don’t know what to do with the data.


The best call monitoring software makes your data useful with built-in comprehensive reporting on all variables including accuracy charts, pareto charts, comparative reports, and visualizations of the number of passed transactions compared to not passed. And when you can collect useful customer data to add into your reporting, then you’re able to get an even clearer view of your customer experience and equip yourself to make it better.


Pareto report screenshot

4. Smooth


One of the biggest benefits of contact center monitoring is the information it generates for managers and employees. But again, this information needs to be easily accessible to the people who need it.


The right call monitoring software will enable you to automatically keep managers in the loop, send feedback and action plans to employees, and create customized flows where the appropriate managers are notified when an employee has repeat failures.


5. Easy call calibration


Feedback loops are also highly valuable to quality managers, especially when it comes to their internal calibration processes. Quality managers need to calibrate with one another to ensure consistent and precise scoring across the group. A software with a calibration module will greatly reduce the time it takes for quality managers to align themselves and free up time for them to monitor calls and drive up quality.



Finally, look to the cloud


A cloud-based system means you don’t have to pay for or maintain an expensive and complicated infrastructure. Perhaps more importantly, with a cloud-based system, anyone can listen to calls from any location, which is ideal for teams spread across multiple geographies.


Heyware provides a cloud-based transaction monitoring software with all of these features and more.


Beyond co-listening: 9 fasttrack steps towards a killer CXM program


For more information, download our e-book, Beyond Co-listening  - 9 fasttrack steps towards a killer CMX program, for more in-depth advice about starting a quality program or look at how Heyware's industry leading Adaptive Learning Platform can help you achieve higher quality within your contact center.