When I moved from the lead buying world to the call center monitoring world, I admittedly thought I would be spending the majority of my time correcting the actions of the vendor base I once bought leads from. But what became clear to me after just a short period of time is that while call center monitoring is critical to risk mitigation—especially for infringements of the Telephone Consumer Protection Act (TCPA) and catching instances of brand misrepresentation—call center monitoring can also be a great tool for improving Marketing and Agent performance and saving you money in the long run.
In call centers, monitoring for compliance protects your brand from the regulatory “should” and “should nots” outlined by federal agencies, but it can also serve an additional purpose. Well-crafted rule sets created around your marketing guidelines can assist in making sure any specific requirements you have for call center-generated leads or transfers are being met. Most importantly, you won’t be paying for leads when they aren’t valid. Think about a prospective student needing a computer and Internet access to be a match for your Online program. These are typical brand marketing guidelines, but leads that don’t meet these often still pass the checks and balances in place for a valid, and therefore paid, lead, though with a reduced likelihood of conversion. Ongoing monitoring can allow you to improve low-quality lead sources that don’t meet your brand’s guidelines.
Call center monitoring also allows for the use of speech analytics to understand the anatomy of successful calls by quality agents. You may want to know: What are the characteristics of your best agents? What are the common trends, questions, objection handling, and information sharing that results in a successful conversation? If you’re like me, your first instinct is to think of monitoring a conversation for what went wrong in a call. But think of the power of successfully mining and analyzing your calls for what went right, and replicating it. Having a tool that tracks this information and incorporates it in remediation and training of internal agents can take your call center to the next level.
The call center is typically viewed as the most risky channel in our industry, often because it is the most misunderstood or the channel that marketers know the least about. But well-run call centers strive to effectively implement
Yes, call center monitoring is for risk mitigation and saving money by monitoring calls for infractions and violations, but call center monitoring is also an effective solution for improving operations. It’s a pathway to not just saving money, but making more too.