Supercharge your call centre efficiencies with ‘always-on call monitoring’ technology

Andy Vale

By Andy Vale
2 May 2024

4 min read


Do you want a clearer picture of how your digital marketing is performing? Do you want to grow your contact centre whilst driving revenue and saving costs?

Of course, you do (I mean, who wouldn’t?).

But, unless you’re able to shine a light on the friction points and dead wood that act like spanners in the works, unlocking the efficiencies needed to drive better performance will be impossible.

It all starts with insight. But shockingly, a whopping 63% of companies have not yet unlocked the true potential of call monitoring. In this article we’ll be exploring how you can use technology to harvest the intelligence you need to supercharge your contact centre efficiencies.

Know exactly who you need to speak to

More calls don’t necessarily mean more sales. Especially when your phone lines get tied up by prospects with a low propensity to buy.

Marketing teams’ laser focus on digital channel performance gets in the way of obtaining a holistic view of customers’ path to purchase. All too often marketers overlook offline conversion points like phone calls when optimising their campaigns because they don’t have an efficient way to monitor the channel. They end up relying on limited data sets to make critical decisions, and as a result, the quality of leads coming into the contact centre can be questionable.

Driving low-quality leads into call queues can play havoc with contact centre processes. Average handling times shoot up, conversion rates drop, and sales teams wind up being frustrated when hitting revenue targets becomes an uphill struggle.

Only 22% of businesses admit to being satisfied with their conversion rates, and upping them is a key part of improving efficiencies. With the help of a robust call monitoring solution, Flight Centre improve its likelihood of conversion by 2.5 times, and as a result, increase conversions by 79%.

By automatically monitoring the outcome of calls and tying them back to specific marketing activities with a tool like Conversation Analytics, you’ll be able to pinpoint where your best leads are coming from. Then, optimise your mix to make sure you’re pulling in prospects who are much more likely to pull the trigger on higher-value purchases. From there, you can sit back and watch your conversion rates soar just like Flight Centre.


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Hear the complete story

Monitoring calls is nothing new. Understanding exactly what happens in your contact centre is the first step you need to take if you want to improve the results it generates. But getting a handle on what’s working well and what isn’t is easier said than done.

Time-consuming traditional processes and small sample sizes can make it incredibly challenging for contact centre leaders to extract meaningful insights from their conversations with prospects and customers.

Always-on call monitoring tools can be used to broaden your sample sizes and remove the headaches associated with collating data so you can focus on actioning insights rather than uncovering them.

Automatically monitoring the calls you make, as well as the ones you receive, will help you unlock a comprehensive understanding of what is happening in your contact centre –efficiently, and at scale. Supervisors will have the information they need at their fingertips, and you can greatly reduce the amount of time required to review performance for quality assurance and training.

Plug skill gaps with precision

Effective coaching programmes have been shown to improve win rates by as much as 29%, yet over a quarter of sales agents feel that the training they receive is inadequate.

Getting hold of the intel needed to craft tailored training programmes is challenging. A Call Centre Helper poll found that over two-thirds of contact centres are monitoring six or fewer calls every month for each agent. This simply doesn’t provide enough data to build an accurate picture of specific needs.

With homeworking giving managers and supervisors even less access to the monitoring capabilities they’re used to within a centralised environment, it’s more important than ever to deploy a capable solution that can extract insight for you.

By using tech to monitor every call you make and granularly examine agent performance you’ll be able to highlight individual training needs and isolate the tactics that make your top-performing agents fly high. Feeding that intel into your training programmes will help you plug skill gaps and make sure your teams are in tip-top condition and your contact centre runs like a well-oiled machine.

What condition is your contact centre in?

Before you can improve how efficiently your contact centre operates, you have to understand how it’s currently performing. Take The Great Call Centre Workout to see if you’re:

  • Running your call centre like a pro!
  • On the right track but there’s room for improvement
  • Burning your energy in all the wrong places and could do with some support

If you want to learn more about how you can use Conversation Analytics to unearth a wealth of insights and streamline your processes, start a conversation with us today.

Ready to unlock real audience insight at scale?

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