Call Center Monitoring via Telephone

New monitoring function of the Clarity Communication Center / via a secret service telephone number, call center controllers and customers can listen to calls of call center agents / the new feature supports active and passive training

The success of call centers, either hotline activities or sales campaigns, depends highly on the quality of the communication style of the call center agents. „In order to ensure this, call center operators provide vast training measures and elaborate detailed call guidelines", explains Christoph Pfeiffer, CEO of Clarity AG.

 

To improve control of the calls Clarity has expanded the Clarity Communication Center with a new feature. Customers and call center managers can now observe agent calls from any place. For this purpose they just dial a service number and log in to the system via an access code. Afterwards they can listen to a randomly chosen call made by an agent without his knowledge and permission. The system can be configured to set up the campaigns to monitor. Due to the new Clarity feature the customers can randomly check, whether the agents really follow the call guidelines. This concerns especially remote agents who handle calls from their home-offices and who are thus difficult to monitor.

 

The new monitoring function is not only used for passive control, but also for training of call center agents. The call center controller can give the agent useful advices during the call without the called customer even noticing it.Additionally, the Clarity Communication Center now offers the possibility to explore the realm of active training measures.

 

"This is extremely profitable for inexperienced call center agents who react in an insecure manner to sudden changes during the call", explains Christoph Pfeiffer. "Thus call centers can improve the communication style of the agents and with that, their productivity."

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