If you operate a call center you need to be monitoring the performance and calls of your customer service reps. It’s a critical way to know where your team can improve, how to adjust your training, and what kind of problems your customers are encountering.

Monitoring is at its most effective when you know what you’re looking out for. There are a few critical ways to ensure that your reps are on-point with their calls and that your valuable customers are getting the white-glove treatment.
A Sense Of Empathy

Working in a call center can be very tricky. A small, tiny mistake in communication can trigger a very angry customer, which could, potentially, escalate into your worst nightmare, as we are dealing with people. It is very important to be extremely careful with your words.

Drabby. Sweatshop. Exhausting. Boring. These are all words I had associated with call centers. My experience with call centers had been limited to visiting a friend at the call center she worked in during high school. The office interior was dull and grey, the cubicle desks the reps worked at were small and cramped and the design of the space was grey and dreary. Worst of all was the outdated technology and systems in place. This was only about 7 or 8 years ago and yet there was not a computer in sight. All the information was written down on note cards which were then compiled into a subpar filing system. I assumed all call centers were like this, and wondered why anyone would want to work in such a place.

For any business good customer support will always go a long way. Many of us have been victims of poor customer experience at one point or another. Thus, when it comes to our own business practices, it’s important to ensure that we go above and beyond and exceed our customers’ expectations of customer service.