Working Hard or Hardly Working? The Importance of Call Monitoring

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Some people say ignorance is bliss. But when it comes to your company, what you don’t know could hurt you. According to data from a survey by salary.com and America Online, the average worker admits to wasting over 1.8 hours per eight-hour workday. Is there any hope of remedying this situation?

The key to regaining control over productivity is monitoring. Perhaps 1.8 hours a day doesn’t seem that impressive. So, let’s put that number into perspective. Added together, about $544 billion is lost in productivity each year alone for U.S. companies. Is your company among the many that would benefit from monitoring employee call activity?

The statistics don’t lie. However, by simply implementing a solution that monitors phone use, a company can better manage their workforce. Think about it. With call reporting and recording, any organization can get metrics on call volume, ring time, abandon call rates, and overall talk time.

Training and coaching becomes proactive. A manager never has to guess how often a particular agent is on the phone, or if that agent is making calls that take advantage of company time. On top of that, supervisors can listen in on agent calls in real-time. They can even monitor instant messages between an agent and a customer when utilizing Cisco Jabber or Microsoft Lync.

This isn’t to say that a company should be encouraged to micro-manage their workforce. Rather, with a call recording solution, they can keep employees accountable, and then leverage call recordings to enhance training and coaching for further development.

Even more, with Whisper Coaching (available from Cisco) and Silent Monitoring, supervisors can supply feedback to agents while the employee is interacting with a customer…in real-time! It is an effective way to ensure that your sales agents remain on top of their game.

In short, call monitoring supplies metrics to improve day-to-day operations, as well as recordings to ensure agents stay compliant, on task, and productive. After all, time is money!

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