How Real-time Call Centre Monitoring and Reporting Improves Performance

Would you use a baby monitor that only alerted you that something was wrong one day later?  

Exactly.  

The same idea applies to modern high-performance call centres where knowing what happens in real-time and being able to act on the information quickly to improve customer experience is crucial to success.  

This is where real-time monitoring really makes a difference.  

It allows you to monitor the performance of your contact centre by collecting agent, customer, and activity data at the exact time that customer interactions occur. It then collects and visualises the data in real-time.   

Here is how the feature can move the needle in your contact centre performance.  

Leverage real-time monitoring and reports for long term business goals  

All interactions recorded in real-time can be used for follow-up training with your agents. You can analyse them for insights and develop training materials proactively.   

Your agents now have a solid continued education plan which empowers them to deliver superior customer experiences continuously.  

Toku tip: Use your real-time monitoring data and reports to develop a detailed profile of your contact centre’s ideal agent. You’ll be able to recruit and hire agents more efficiently, while reducing agent churn in the long run.   

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Achieve contact centre peak performance with up-to-date data

Have you ever wished you had a 360-degree view of your call centre operations – including queues, channels, available agents, etc. – in real-time?   

Real-time monitoring and reporting make this possible. Modern omnichannel CCaaS software can often be given raw data from other sources and channels or leverage APIs to integrate the CCaaS with a data warehouse, then blend this data into a unified view on your dashboard.   

That way, if there are sudden changes to a particular channel or queue, for example, you will immediately see it on your dashboard.  

Toku tip: Real-time reports can give you clues and context for why customers are calling you. For example, if you’re getting hundreds of calls and they’re all about a new product’s issues, this is an opportunity to train the agents on how to handle the complaints, AND feedback to your product team why customers are complaining, so they know how to improve the product in future iterations.   

Improve the agent and customer experience 

Sentiment analysis 

Sometimes, your agents engage with customers who have a complex problem. In these cases, the risk of the interaction going sideways is greater. Sentiment analysis – a feature now available in many Contact Centre as a Service (CCaaS) platforms – can automatically monitor the customer’s language during the call and give it a positive, negative or neutral grade based on the words used.  

Barge/Coach 

Also, some CCaaS have monitoring features like the ability to Barge/Coach calls. Supervisors can not only have an idea of how the call is going as it occurs, but they can intervene promptly and ensure the customer leaves the call as satisfied as possible.  

Track top performers in real-time 

Toku tip: Want to boost your agents’ morale quickly without waiting for their performance review? Real-time reporting gives you an objective way to identify and spotlight agents who exceed your target metrics for first-call resolution, call quality, and more.