How To Use Real-Time Call Monitoring to Optimise Call Centre Performance

2 Mar 2022 in


Your call centre receives hundreds, if not thousands, of calls each and every day. This means you have hundreds, if not thousands, opportunities a day to collect rich data and extract insights from real customers that could revolutionise your call centre performance.

Real-time call monitoring is designed to help you build a holistic picture of your customers, the journey they took to pick up the phone, and what persuades them to convert. It can gather intel that will increase lead generation and support upselling. It can also help your call centre agents and wider teams become even better at what they do.

In this blog, we’ll explore what real-time monitoring is, why it’s a critical tool for your business, and how call tracking can amplify your call centre efforts.



What is real-time call monitoring?

Every conversation matters. With real-time call monitoring, or call tracking, you can listen to customer calls with your agents as they happen, providing you with call analytics and dashboards that can highlight keywords, speech patterns and even sentiment.

Call monitoring is most commonly used in call centres to help you unlock more successful call outcomes. Real-time call monitoring allows you to be more responsive to customer needs by identifying them in the moment, which in turn leads to more high-quality calls and happier customers.



Why is real-time monitoring important?

If you want to optimise call centre performance and convert more leads, real-time monitoring plays a pivotal role in achieving the results you want. Real-time call monitoring can enhance the quality of your calls by tracking keywords and conversational trends. It can pinpoint common frustrations that can stall conversion and help you improve your scripts to deliver successful outcomes every time.

With rich customer data at your fingertips, you can continuously optimise your call centre performance with better quality scoring and improved handling times. Most of all, it gives you insights that can be used to streamline processes for both your customers and agents. The good news is real-time monitoring and the insights extracted can all be automated using real-time monitoring software.



What are the benefits of real-time call monitoring?

We’ve touched on a handful of benefits, but overall real-time call tracking has the potential to revolutionise your call centre operations by delivering customer-centric insights that can help you operate more efficiently. The key benefits are:

  • Monitor and identify the keywords that persuade customers to convert in the moment and use these to improve your call centre scripts.

  • Engineer more satisfying customer conversations by highlighting common pain points that are likely to cause frustration and deliver solutions.

  • Identify recurring topics and FAQs in calls and use this insight to streamline the customer journey by addressing them on your website or in marketing materials.

  • Train your call agents more effectively with tried-and-tested scripts that are guaranteed to deliver more satisfying call outcomes.

  • Improve upselling and reduce churn by identifying needs and solutions before your customer even thinks of them.

  • Feed call centre insights into your wider business to create consistency across every touchpoint - from marketing to product to customer service.



How call tracking and analytics can revolutionise your real-time call monitoring

Call tracking and analytics are a match made in call centre heaven. Call tracking can supercharge call centre performance by providing real-time data on where calls are coming from, to better understand where and why customers pick up the phone. If you can pinpoint the action that triggers customer calls, you can tailor scripts using high-quality transcripts and deliver call centre agent training that will drive more successful outcomes.

When you pair call tracking with Infinity’s speech analytics suite, Conversation Analytics, you can take things to the next level. With both solutions, you can get the insights you need to map your customer journey, improve customer service and streamline operations.

Conversation Analytics can surface hidden insights, highlight topics and keywords, and analyse sentiment in every call. With it, you can identify common trends or obstacles in your customer journey, highlight frequently asked questions or concerns that delay conversion, and pinpoint precisely what turns unhappy callers into loyal customers.

More importantly, this detailed intel into customer conversations can be used to minimise wait time and reduce pressure on your call centre teams by deflecting calls efficiently. If you spot common queries that could easily be dealt with elsewhere - i.e., with an FAQ page on your website - you can ensure your agents are focused on handling the calls that need the most care and attention.

With Conversation Analytics, you can evolve your tactics based on real data from your customers. Being able to identify the finer points of conversation quickly and easily using call categorisation gives you the context and nuance that can be difficult to track when you’re handling high volumes of calls. Even better, Conversation Analytics integrates seamlessly with many contact centre technologies and CRM systems, including Vocalcom.


Key takeaways


So, what have we learned? Here are the key takeaways on how you can use real-time call monitoring to optimise contact centre performance:


  • Real-time monitoring allows you to be more responsive to needs by identifying them in the moment, which leads to more high-quality calls and happier customers.

  • With rich customer data at your fingertips, you can continuously optimise your call centre performance with better quality scoring and improved handling times.

  • Understanding keywords and topics helps resolve issues and turn make-or-break conversations into loyal customers.

  • Understanding your customers’ needs and pain points can help streamline the customer journey across every level of your business.



Every conversation matters. Start one with us today to unlock the benefits of Conversation Analytics and make every call count.

Michelle Param

Michelle Param

Content Manager
Michelle is the Content Manager at Infinity. She’s well versed in crafting content across a variety of sectors, with a specialism in technology, including cyber security, business IT trends, digital transformation and government IT.

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