The technique of logging, listening, and analyzing verbal exchanges between a contact center agent and a client is known as silent monitoring. Silent monitoring is facilitated by automatic call recording and monitoring software and is manually examined by call center managers and supervisors for quality assurance and compliance. It is basically a component of most contact center software solutions that track all incoming and outgoing calls. Although recorded calls are used for a number of purposes, contact centers often benefit from quiet monitoring for call quality assurance and verification. Silent monitoring provides a variety of metrics and statistics, such as the length of each conversation and the average length of all calls, agents' behavior and greeting standards compliance, and if those agents achieve other company objectives. Furthermore, a contact center equipped with quiet monitoring software may allow a management to listen in on a live conversation without alerting the consumer or the employee.
The technique of silent monitoring is beneficial in recognising the strengths and shortcomings of agents by efficiently documenting client interactions that may be played again for training reasons or emphasized in performance reports. Agents are often evaluated using measures such as:
average handling time
adherence to scripts supplied by call center management for various circumstances
capacity to appropriately reply to and alleviate caller objections or criticisms
excitement, tone, demeanor, or other manifestations of a good attitude
examples of upselling or effort in bringing up product or service features or benefits
composure, calm, and civility, particularly while dealing with difficult callers
Speech clarity and pacing
While less popular, silent monitoring can also refer to the practice of surreptitiously tracking the Internet usage of minors, convicts, or users of public Internet terminals, such as those found in libraries. While contentious and potentially damaging to familial relationships due to the perceived invasion of privacy, silent monitoring in this context can discourage or eliminate peer-to-peer (P2P) file sharing of copyrighted material, access to pornographic Web sites, and other activities that are undesirable to the owner of an Internet access point.
Resource Library
Blogs
