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Quality Management

Practical information about call center recording software, call monitoring and quality assurance for contact centers

Typical Use Cases for Call Recording and Monitoring

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Call recording software delivers powerful, essential benefits to call centers of every size and type. Call monitoring addresses the issues that have the most significant impact on the industry, and the performance areas that separate outstanding call centers from the rest of the pack. Here are four of the most important use cases for call recording and monitoring

1. Compliance with legal requirements 

Call recording is not legally required, but doing so can ameliorate any number of potential legal issues resulting from customer disputes. However, there are strict call recording guidelines that must be followed. Choose a call recording solution that addresses issues of sensitive authentication data in audio recording files, as specified by with the Payment Card Industry Data Security Standard (PCI DSS) and by other regulations. 

2. Follow internal procedures and processes

What is the optimum procedure for each agent to follow on every phone call? 
Once the standard on internal procedures and processes is in place, call monitoring tracks and measures how that standard is achieved. Call recordings can be reviewed to assess every aspect of the agents’ interaction with a customer, from the tone, pitch and volume or their voice to their adherence to any authorized greetings, closings, and questions. Such important measurements as call hold time and completion time, as well as necessity of follow-up calls, are also made easier through call recording and monitoring. 

3. Quality monitoring and assurance 

Quality monitoring can assist in training agents on how to handle a variety of situations in a more efficient manner. Quality assurance is achieved when managers have access to random call monitoring data, and can apply coaching and training as needed to assure that customer service standards are met. 

4. Training and coaching

With call recording, management and call center trainers can evaluate their agents’ performance on efficiency, courtesy, conversational style, proper use of scripted or company-approved responses and other key components. While the training and orientation applied before an agent is hired should provide adequate preparation, call monitoring offers an ongoing means to continue agent training, by reviewing specific events and guiding that agent through best practices.

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