Whenever you hire new employees at your call center, you as a manager will have to take time out of your day to coach them and get them up to speed on what has to be done. After all, not everyone comes into a call center knowing exactly how to do the job. One of the best ways to train them is through monitoring your employees as they go about their work. Here’s why:
Watching over their shoulder can be anxiety-inducing
For obvious reasons, you want to keep tabs on what your new employees are doing and how they’re performing. However, looking over your employee’s shoulder as they’re working doesn’t always guarantee the best results. “Side jacking,” as this is called, can make people feel self-conscious or intimidated as they’re working, causing them to perform poorly. With live monitoring, however, people are not aware of when you’re keeping tabs on them, so you’ll be able to receive a more realistic view of their work.
Live monitoring is convenient
Sitting down next your employee and evaluating their work is not only anxiety-inducing for them, but it can also be inconvenient. After all, you have many things that you have to do each day, and something unexpected may pop up during the time when you were supposed to monitor someone. Live monitoring allows you to check in from your own desk, when it’s most convenient for you.
Take control when you need to
With live call monitoring, it’s much easier to take control when you need to. With features such as whisper, barge, or steal, a manager can find the right way to coach their employee. Whispering, for instance, allows a manager to talk just to the employee without the other person on the line hearing them. This is especially helpful when your employee is on their first few calls and might need some extra help.