Silent Monitoring

DEVELOPING QUALITY IN THE SERVICE CENTER WITH SILENT MONITORING

With Silent Monitoring, specially trained employees connect undetected to real customer conversations in the call center or service center and analyze the course of the conversation according to predefined criteria.

The findings are used to develop employees in the relevant area.

The focus of the development measures is predominantly on the topics:

  • Friendliness
  • Professional competence
  • Needs analysis
  • Quality of advice
  • Closing behavior
  • Sales orientation

These measures serve the overall optimization of:

  • Customer satisfaction
  • Customer orientation
  • Customer service
  • Service quality

Synonymously used terms are silent call monitoring and call analysis.

A method related to silent monitoring, call analysis, is the subsequent analysis of recorded calls. This procedure is usually more efficient than Silent Monitoring, with the same results.

Typical test elements are:

  • Greeting
  • Naming
  • Professional competence
  • Commitment
  • Service orientation
  • Active listening
  • Closing orientation

Silent monitoring and call analysis are carried out in particular in call centers, service centers, and customer centers from all industries such as automotive, banking, computer trade, consumer electronics, DIY, retail, hotel business, industry, logistics, pharmaceuticals, telecommunications, tourism, and publishing.

DEVELOP INTERNAL AND EXTERNAL SERVICE PROVIDERS WITH SILENT MONITORING

Silent Monitoring is used to check and develop your own internal and externally commissioned call centers, customer centers, or service centers.

The range of checks can be limited to predefined business cases. Silent Monitoring also allows the employee to reveal himself to the call agent at the end of the call and to give direct feedback to the person being checked. This feedback is very well received by most employees because the concertare employee details what was positive about the call and where there is room for improvement.

concertare also offers special training measures for call centers and service centers in which the call agents are trained directly on identified optimization potential.

A very good and efficient way to do this is to refer the agents to a special module of an e-learning program where they can rework identified weaknesses.

This can also be linked to coaching sessions, in which the agents or teams are accompanied by a coach and given concrete support when needed.

SILENT MONITORING FOR THE REVIEW OF STANDARDS

Uniform procedures and predefined standards play an important role in telephone customer consultations, for example, in call centers or service centers. Silent monitoring is an effective way of checking the extent to which the relevant requirements are being met and providing direct feedback for improvement. Silent monitoring is a method in which concertare employees listen in on conversations with customers without being noticed and without interfering in the conversation. The customers have already given their consent to this quality assurance measure in advance.

The course of the conversation is then analyzed on the basis of the specified standards and discussed with the responsible employee.

AN IMPORTANT TRAINING AND AWARENESS TOOL

On the basis of a competent approach, it is possible with the help of Silent Monitoring to monitor the employees in telephone consultation on a hotline, in a call center or service center, and to train them with regard to topics such as consultation, friendliness, and customer orientation. In this way, the importance of specific and uniform procedures can be made clearer and anchored even more firmly. Since the experience a customer has during the relevant conversations is, among other things, decisive for whether he or she decides to buy a product or use a service, the systematic optimization of conversation quality leads to higher customer satisfaction and a higher probability of repurchase or recommendation.

SILENT MONITORING COMPARED TO CALL ANALYSIS

Those who rely on silent monitoring take advantage of the possibility to evaluate a telephone call and its progress in real time. Call analysis is a very good alternative. Here, calls that have already been recorded are analyzed retrospectively and, if necessary, discussed with the employees concerned or at team level without naming individual employees. Initial success is usually achieved very quickly, as the analyses are based exclusively on real-life incidents.

Both silent monitoring and call analysis offer excellent opportunities to identify potential for improvement on the basis of specific business incidents and to enable employees to create a very good customer experience for customers.


If you have any questions about Silent Monitoring, we'll answer them!

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