Monitoring Calls

[jaerns]

What do you monitor with your agents? Do you monitorLength of call, how many calls received? I would like to know what else I could monitor. We are just opening our call center for a bank.

[Diva]

Hi

We monitor our call handlers on many statistics and key performer indicators (KPIs) These include:
Telephone related

• call duration
• calls taken
• hold time
• time away from the telephone = break, meeting etc
• time spent dialling out

Non-telephone related

Absence – illness, dependence days, holidays, lateness.

We do monitor other statistics, however these are only relevant to our industry.
We use our phone system to record the figures.
Regular one to ones/performance reviews with line managers are completed, here we monitor call handler development, career progression, morale, this time is also valuable from a relationship building perspective. Training days/courses suggested and agreed on dependant of areas of development.

We also have a dedicated call listening team, they listen to all call handlers and feedback on the results. The call listening team are able to monitor attitude, customer service etc.
It is good to get a human element involved, there are many examples of call handlers with very high call durations, actually offering a better service to customers, than those with low call durations.

If from the banking industry I would suggest you monitor sales referrals, customer complaints/escalations, opening and closing statements.

Overall you monitor what’s important to your business. Sadly a lot of call centres rely exclusively on statistics and reporting to run a business, they forget they are working with living, breathing and thinking people.