It’s no secret that agent coaching is linked to greater sales and conversion. A study by McKinsey found that the more time team leads allocated to coaching, sales/conversion rates increased correspondingly. One of the most effective ways to coach agents is by monitoring calls in real-time and in-call coaching.
What is Real-Time Call Monitoring?
Real-time call monitoring can be defined as the practice of tracking all live/ongoing interactions in your contact centre with systems in place that will alert supervisors when an interaction requires their attention in real-time.
Real-time call monitoring also allows team leads or supervisors to listen in on random calls, whether it is to give feedback, check for quality assurance, provide coaching tips, or recognise good performance in real-time.
Interestingly, the process can also be automated, where an AI analytics engine listens in on calls and maintains a complete record of what’s happening.
Why is Real-Time Call Monitoring Useful?
There are several reasons why you need to monitor calls in real-time, the most common of which is quality assurance. Contact centre agents are typically given a script specifying important discussion points, T&C statements for compliance, and words/phrases to avoid. Randomised call monitoring in real-time lets you check if agents are adhering to the script.
It is also useful as an intervention aid. Team leads can quickly step in before a conversation escalates, or if the agent isn’t equipped to solve the query for some reason.
And, a massive benefit of real-time call monitoring is that it enables in-call coaching.