Call Monitoring (Remote or Offsite)
Improve Customer Service and Call Efficiency
Call Monitoring, when done properly is effective, and it all begins with the Hawthorne Effect.
The Hawthorne Effect - The Hawthorne Effect is defined as "An experimental effect in the direction expected but not for the reason expected; i.e., a significant positive effect that turns out to have no causal basis in the theoretical motivation for the intervention, but is apparently due to the effect on the participants of knowing themselves to be studied in connection with the outcomes measured." Wikipedia
People in general will perform at a higher level if they know someone is keeping track of them. The reasons to monitor are many:
Lower Call Volumes for every call you can eliminate, you won't have to spend the money on that contact. This will require fewer agents, less management, less telephony, and less infrastructure. In an outsourced environment, this can manifest itself in direct savings if your contract is based on a per call formula.
Lower Call Times Very closely tied to Lower Call Volumes, Lower Call Time reduces cost in all the same areas…if your agents are dealing with the customers effectively and efficiently, your call time will drop and save you money
First Call Resolution Again, tied to lower call volumes, if your agents are solving the customer's request the first time around, and therefore, those customers won't be calling back and costing you money.
Customer Satisfaction Common sense dictates that a happy customer costs less than an unhappy customer. Happy customers remain loyal and refer their friends, and associates. Dissatisfied customers cancel, spend less and tell their friends bad things about your company, which costs you money.