Businesses these days are using call center software to enhance their communication with customers. It has many features like call monitoring, call recording, call transfer, etc to enhance agents’ productivity and thereby customer experience.
Call monitoring is one feature of call center software that helps managers to monitor agents’ performance while they are interacting with a customer, train agents well, keep track of how agents are dealing with customers, to provide important information to managers for guiding the agents, allows managers to help agents through difficult calls, increases agent’s soft skills, confidence, job satisfaction and finally improves customer satisfaction.
Call monitoring involves three main stages and includes call snooping, barging, and whispering. So what is the difference between each stage? Let us know about this in detail in this article.
Difference between Call Snooping, Barging, and Whispering in Call Center Software
Simply providing agents a script to talk with customers won’t do. Managers need to keep a track of how well agents are interacting with customers on a call. Call center software with the feature of call monitoring can help managers in such a situation. Call monitoring is not as simple as it sounds. It involves three different ways of monitoring and each way is different. Below is a simple clarification of each type.
Call snooping is when managers snoop in or listen to an ongoing call between an agent and a customer. This technique is useful for providing additional information that the agent may not have known about, and for gathering data about how customers interact with different agents.
Managers use call snooping for various reasons. Firstly, managers would come to know about the various KPIs like first call resolution, average handle time, average speed of answer, etc. Secondly, call snooping helps manager know whether an agent is complaint with company policies and not revealing any sensitive information to customers.
The third reason is to find out whether an agent is able to deal with problematic customers well, what information agents are communicating, etc. The fourth reason is to collect information for training purposes. Call snooping can enhance customer service and can be used to detect fraud, etc.
Call barging is when managers barge in or interrupt an ongoing call between an agent and a customer. Managers often want to know if there are any gaps in the conversation with customers. The main reason for call barging is for the managers to give timely information to customers as soon as they ask for it.
Often agents would not be able to provide the complete information needed by customers and that’s where managers jump in. Managers might also need to make sure that the customer doesn’t have any questions or concerns about what was just discussed on the phone call.
Call whispering is a way agents can get real-time feedback and guidance from managers during customer interactions. It is often used to enhance customer experience while decreasing agent frustration.
This technique is often used by call centers that have a high volume of inbound calls. Managers often use this technique to give feedback to agents discreetly during a live call without being actively involved in conversations.
Customer satisfaction is of high importance at call centers and call center software can help achieve this. Every call is important and agents need to be monitored and trained thoroughly.
Office24by7 Technologies is the best call center software provider with a call monitoring feature that can help your managers to keep a check on agents. Give us a call at 91 7097171717 or drop an email at [email protected] today. We will be glad to help you.