Call Center Monitoring

Call center firms are guarded in their approach these days. Reports and online alerts keep telling us about incidents involving data theft and other malpractices in the BPO firms. That makes you be careful about your agents and the processes at all times. You must have an integrated monitoring system that keeps a close tab on your call center services, your telemarketing agents who make and receive calls and also on the use of resources. The monitoring system isn’t something that makes the employees claustrophobic or keeps things too tight. It’s just that you must have it in place to prevent any misuse of your call centers. You have a reputation to protect in the business process outsourcing sector.

In your answering service department, you must have some monitoring going on as well. You need to have technology to keep track on all the calls that are being made or received in the call center. Sometimes you can have BPO supervisors listening on the calls while they are in progress. If the floor agent is not getting something right, the supervisor can whisper in some words of advice. It’s entirely on how you take the call center services monitoring. If you take a positive view of it, there’s nothing better. And if you feel that it chokes innovation, then it will only be a fallacy in thinking so.