The latter option is often regarded as more impartial. The analysts can be employees themselves, or a part of an external consulting firm. The recording process is handled by dedicated software, but the analysis and decision-making are more often than not performed by professional data analysts. Though speech recognition software is growing by leaps and bounds, most call center monitoring is still performed by humans. This means that call center monitoring can affect your team’s happiness, your customers’ satisfaction, and your business’ well-being. Likewise, it can track the performance of human agents as well as the overarching quality of the calls themselves. The practice of call center monitoring can apply to both outbound and inbound call centers. This guide will help you navigate the implementation of a functional call center monitoring strategy, both for your business and for your team. Nevertheless, call center monitoring can be tricky to put into place. Finally, you start over from the top.Ī successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), then gain insight from it, and then implement change relative to that insight. Call center monitoring is the continuous process of data collection, analysis, and feedback.