Real-time Monitoring

APRIL 2013

Real-time Monitoring

In every contact center, it is imperative to structurally and consistently analyze the results derived from clients’ phone calls, but more importantly to control operational processes in real time by means of reports and advanced systems aimed at offering accessible, simple, and graphical strategies based on a web environment so that supervisors verify the outcome of inbound and outbound calls, as well as agents’ current status minute by minute.

In order to carry out the aforesaid activities, a solution that makes easier for supervisors to efficiently analyze the activity of the campaigns they are in charge of is indispensable, given that through it they can check the amount of calls received and made, among other relevant metrics for achieving their contact center’s goals regarding outbound calls. A solution by which abandoned calls can be accurately analyzed is also crucial when working with an automatic (predictive) dialer.

Real-time monitoring is always useful, even if a communication strategy was previously planned and structured (according to schedules, agents, call backs, etc.) by the contact center, since, in the event that something does not run as expected, supervisors have the opportunity to redirect such strategy so that campaigns’ results are immediately improved.

Keeping a close track of ACD (inbound) groups at all times is also a top priority for controlling the time clients wait in queue is a crucial factor for measuring the service level your contact center aims to achieve. It is also essential to monitor the abandoned calls percentage (which is related to service level). The latter is harder to control, given that it depends on the time clients are willing to wait on hold before their call is taken by an agent; hence it is imperative to provide a service not only efficient, but also quick.

To avoid abandonment percentages, an application capable of distributing overflowed calls, a fast solution for clients on hold, so that they are taken by a supervisor or an agent or they are sent to a voice mail, a means through which clients can leave their contact information so as to be phoned later, is crucial for providing a better user experience and preclude agents from placing clients on hold.

Another factor that is worth monitoring in real time is related to statistics based on agents’ status (such as available, not-ready, training, etc.), which enable supervisors to manage resources in accordance with the contact center’s needs and staff; for instance, they can set up campaign automatic starts and feedback sessions regarding service quality, among other things.

An additional example that sets forth the importance of real-time monitoring is undoubtedly coaching* agents, a fully appreciated and relevant opportunity for supervisors, since it enables them to deploy strategies that back up training courses according to each agent’s opportunity areas.

Real-time monitoring proves the feasibility of the abovementioned activity by means of supervisors’ opportunity to randomly eavesdrop agents’ calls so as to know the service level with which clients are provided. Verifying that calls are duly handled is crucial for ensuring the service quality your company promised to provide.

Through such strategy supervisors not only identify agents’ mistakes, but also provide them with feedback so that they become more versed in the product or service they offer, the operation of the application through which they take calls, and the processes by which they must abide when following up clients’ requests.

Do not forget that the more agents identify their opportunity areas, the more they will make every effort so as to increase their success possibilities. Furthermore, by being provided with a clear and objective feedback by supervisors (or even the quality department), agents feel they are supported through their learning process and, therefore, they are more motivated to keep on.


CenterWare Xion X5

Our application AdminRia offers several opportunities for executing an efficient real-time monitoring by means of its dashboard – which enables you to see the results derived from both inbound/outbound calls and agents’ activity in a web environment, eavesdrop calls in progress, and discreetly provide agents with feedback or answers through chat -. Moreover, through its graphs and easy-to-read result data, it is easier to analyze service levels and abandoned calls percentages.

*Concept referring to feedback and support, regarding different areas, provided to agents throughout their training courses so as to help them to achieve a better performance.