Using Call Monitoring

Protect your company from lawsuits and liabilities by using call monitoring software

Recent changes in state and federal regulations have caused more companies to invest more time and money in using call monitoring software. New liability concerns and federal and state compliance requirements are two driving factors of increased usage of call center monitoring equipment.

A call monitoring system is an automated system that allows businesses to record and listen to calls between call center staff and customers. Consider learning more about the following topics to ensure you are completely knowledgeable about using call monitoring systems:

1. Research more about why call monitoring software is used.

2. Read about how to effectively use data derived from call monitoring.

3. Determine if VoIP call monitoring is right for you.

Research benefits of employing a call monitoring system

Calls recorded by call monitoring equipment are used to evaluate staff performance, assess the efficiency of processes to resolve customer disputes and help identify staff coaching and training needs. Previously primarily used by call centers, various types of organizations are also now using call monitoring equipment as a way to prevent lawsuits and other regulatory compliance issues.

Research call monitoring best practices

While call monitoring is a business function that has existed for years, many companies never thought about linking customer service satisfaction to call monitoring practices. Because call center monitoring systems are in place to improve internal processes and staff performance, call monitoring is actually a great way to enhance customer service and customer satisfaction. Linking customer satisfaction to call monitoring results is also a great way to maximize the return on your investment in purchasing call monitoring software and equipment.

Get the latest on VoIP call monitoring technology

Voice over Internet Protocol or VoIP call center monitoring has become significantly popular among business owners. In recent years, VoIP has been a hot topic among companies looking to explore the latest technology to improve their call monitoring processes. VoIP is a technology that allows businesses to not only make and receive calls via the Internet, but also record those calls.

• Ask telephone call monitoring vendors about various performance management features included in their software that may help you set key metrics and indicators and continuously monitor critical success factors in using call monitoring. Without these basic software features, you'll be unable to clearly identify and resolve customer communication issues.

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