Top 5 Call center monitoring software.

November 19, 2022
Becky Mugo
VoIP and Call Center

Maintaining client satisfaction is a top concern for any call center. For this reason, Call Center Monitoring Software is a must have feature in any Contact Center Software Solution

To ensure that your employees are providing the appropriate help, though, can seem difficult given all the operations that a normal call center must manage.

That is why call center monitoring software has the potential to be so revolutionary. These technologies can give you thorough insights into agent performance and call quality with features like sophisticated reporting and automatic call recording. You read about the Top Benefits of Call Center software solution in Kenya to learn more

What Is Software for Call Center Monitoring?

Call center managers, supervisors, team leaders, and quality assurance analysts utilize call center monitoring software to assess the level of customer service.

You can evaluate the caliber of calls and even record them using monitoring software. You can keep an eye on how well your call center policies and procedures are being followed by your agents.

The optimization of the call center workforce also includes the use of monitoring systems. It aids in effectively planning, educating, supervising, rewarding, and motivating your staff.

Top Contact Center Monitoring Solutions

Time Doctor

Time Doctor can easily assist you in tracking employees’ working hours and measuring their productivity, thus it would be a wonderful addition to your call center monitoring tools.

It is simple to understand why both large corporations and SMEs use Time Doctor to increase staff productivity.

Key Elements

Dynamic Time Tracking

For greater versatility, Time Doctor provides both interactive and automatic time tracking.
Agents can start the timer when a call starts in the interactive mode and stop it when the call is finished. This is how:
The assignment you will be working on’s name should be entered into Time Doctor.
To start tracking time, click “Start.” Now, Time Doctor will monitor your working hours.
Simply click “Stop” to end the timer if you need to take a break or if you’ve finished the activity.

You can begin tracking time as soon as your call center agent starts on their computer by using the automatic time tracking mode. They won’t forget to start the timer for each work session if they do it this way.

Extensive Reports on Productivity

You may assess call center agent productivity with Time Doctor’s access to detailed real-time reports.

Among the reports that Time Doctor provides you with are:

View the daily and weekly working hours of the agents with the Timeline Report.
Attendance Report: Get information on an agent’s presence, absence, tardiness, and partial absence.
View the active minutes, active seconds, unproductive, manual, and mobile time for each agent during a given time period using the activity summary report.
View the time agents spent on each particular project and task in the projects and tasks report.
Custom Export Report: You can tailor reports to simply display the information you need, saving you from having to download several separate reports.
Screencasts (Optional)

You may observe what your agents are working on by watching screencasts of their displays.

Agents are also less likely to participate in distracting activities like browsing social media since they are aware that you are watching them.

Accounting and Invoicing

Payroll in Time Doctor makes it simple and quick to pay your team members.

Additionally, you can create invoices in the CSV, PDF, and XLS file types and send them to your customers.

This tool integrates with popular payment gateways like Paypal, Wise, and Gusto to make it easier for you to send and receive payments.

powerful integration with Chrome

You can track your time using Time Doctor’s Chrome interface with third-party project management programs like Asana, Slack, and Basecamp.

This is how it goes:

The browser extension is first downloaded from the Chrome Web Store.
A start/stop button is added by the extension to the project management tool of your choice.

The Time Doctor button allows you to track time across all of your open apps without switching between them.

Pros

Create and allocate tasks and projects to particular agents.
Custom reports can be exported into either.
For simple storage, use CSV or.XLS formats.
Strict privacy and data security guidelines.
Compatibility with operating systems for Windows, Mac, and Linux.
When you’re away from the office, you can track time on your mobile device using the Android app.
You can select whether websites are effective or ineffective using the productivity ratings tool.
Manage agent shifts conveniently using the work schedules tool.
Pricing
Customer Ratings

Evaluagent

Every call and chat session that your team manages is categorized and automatically scored by the call center quality assurance platform Evaluagent.

You may set up automatic workflows with this all-in-one solution to transmit crucial communications to your team for review and analysis.

Key Elements

Integrates with all significant CRM and ticket management programs, including Salesforce, Freshdesk, and Zendesk.
To ensure adherence to corporate policies and regulatory requirements, automatically classify and score incoming calls, emails, and live chat sessions.
Managers can communicate with distant team members through real-time interactive feedback.
All one-on-one conversations with agents are planned, handled, and recorded.
Create reports and download them to gain insight into call center employee performance.
Pricing
Customer Ratings

Nextiva

VoIP (Voice Over Internet Protocol) solution from Nextiva integrates your phone system with other apps used by your company. You may also integrate your business phone with solutions for video conferencing and customer management.

Key Elements

The sentiment analysis tool looks for terms in client interactions that suggest a good or bad customer experience.
The wallboards function allows you to view performance metrics for the entire firm.
You can connect to business phone services from any location using the mobile phone app.
Customer inquiries are directed across numerous channels using the omnichannel routing technology.
An auto attendant makes it simple to answer calls.
Sync with a variety of CRM applications, including Zoho, Zendesk, HubSpot, etc.

Genesys Cloud

A call center system for communication and cooperation called Genesys Cloud is appropriate for the banking, healthcare, government, and retail sectors.

IVR (Interactive Voice Response) with speech-based functionality, voice bots, chatbots, workforce management, etc. are some of the features available.

Key Elements

On the dashboard, you can see what each agent is doing in real time.
Examine previous reports with analytical data.
Email communication with customers is possible thanks to integrated email management solutions.
With the drag and drop builder, create multi-level call flows.
Integrate your CRM, PBX (Private Branch Exchange), and workforce management systems for cloud contact centers.

Aircall

With the help of the call center system Aircall, you can monitor individual and team analytics to raise productivity. If you want to organize your customer service and sales management, this is a smart choice.

Key Elements

Track all call metrics in one place, including call volume, missed call rate, and call wait times.
For training and quality control purposes, live call monitoring enables you to hear what agents are saying on calls.
While agents are on calls, you can “speak” to them with the call whispering feature to give them instructions or advise.
Calls are routed to agents based on the particular expertise required, such as a certain language.
integrates with help desk and CRM applications including Pipedrive, Hubspot, and Salesforce.

Features of Important Call Center Monitoring Software

Superior Reporting

The number of incoming calls, inbound calls that result in sales, the call abandonment rate, agent productivity, and other KPIs need to be evaluated by call center managers (Key Performance Indicators).

You may monitor agent effectiveness, pinpoint prospective training opportunities, and uncover prevalent problems clients call about with the use of an advanced reporting tool.

For instance, you can’t manage schedules without knowing how your team handles traffic changes or figuring out peak hours. This information may be found in accurate reports, and once you have it, you can plan agent shifts accordingly.

Speech analytics and automatic call recording

In a call center setting, call recording entails recording customer phone numbers, audio, and screen activity related to incoming and outgoing calls. The information from the recorded calls can then be retrieved, assessed, and stored in accordance with business requirements.

On the other hand, speech analytics technology assists in searching for specific information and trends in the speech data of ongoing and recorded calls.

Speech analytics can be used by businesses to glean marketing and operational data from their monitored calls.

Why is it crucial?

Call recording is essential for call center monitoring for two main reasons:
Managers can later refer to the chat if they have questions from customers in order to understand the context and hear exactly what the agent and customer said.

A call center’s quality control program must include call recording. If you work in the healthcare or financial services industries, you could also require it for compliance reasons.

Managing Agent Productivity

You should look for tools for productivity management in the call center software you select.

You can track the output of your staff in this way, spot areas for development, and recognize top call center performers.

The following are some instances of productivity management features:

Tracking time: Learn how long it takes agents to fix issues on each call, etc.
Monitoring each agent’s attendance will allow you to determine whether they are adhering to the company’s attendance policy and when they are absent or tardy for shifts.
images of the monitors used by agents: Make sure agents aren’t squandering time by keeping an eye on what they are working on.

Integration of CRM for Customer Context

If they have to repeat their problems to several members of your support team, your clients will become irritated. This may result in a worsening of the customer experience, longer hold times, and poorer employee productivity.

More context on client calls is therefore essential, and easy connections with CRM technologies can help you get there.

How?

Agents on a live call can instantly consult previous client interactions if the software solution you select enables third-party interfaces with CRM systems. The client saves time by not having to repeat themselves.
Additionally, while assessing how an agent handled a certain inquiry, supervisors have access to all the pertinent data in one location.

Advantages for the business

In order to better serve your customers, it helps you understand their expectations and market trends. You may increase client happiness by doing this.
You can locate issues and training requirements quickly and methodically.
Over time, improved call center agent performance can boost overall efficiency and boost income for your business.
Examine whether employees are following internal policies and procedures, and identify and change any ineffective practices.

Call Center Agents’ Benefits

Employees can take charge of their own time management and receive insight into their own productivity.
By keeping track of all employee hours, payroll conflicts and errors are eliminated.
Less micromanagement by call center managers and supervisors means more freedom for employees.

CONCLUSION

It does not matter if you’re running and inbound or outbound call center software solutions. Call Center Monitoring Software is a must have feature in your solution due to the amount ease it makes for the management. If you need a Call Center Software in Kenya, drop us a line.