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Why a Mission and Vision Statement is Important for Your Company

Mission and Vision Statement

Mission and Vision Statement

As time progresses, the downplay of a mission and vision statement are starting to become evident. Even more so, some companies choose to function without them.

What makes this a striking issue?


A mission and vision statement aids in unifying and integrating the different components of a single working force. If your company aims in setting the bar for optimal customer service experience, the question is, do the employees adhere to your presupposed expectations?

In the absence of a clear and concise mission or vision, performance and operations could be means to a vague end.

Here are 3 things that are important to consider when designing and implementing your mission and vision statement:

1. Setting the Expectations

Service is the backbone of the Call Center industry and if there is a gap between what the customer wants and what the company offers, that’s where the rubber meets the road.

However, it is a relatively difficult task to address the gap when there is no theoretical goal to strive for in the first place. Therefore, standards must be established.

For starters, you can answer these simple questions:

  1. What are your goals as a company?
  2. What direction do you want to take?
  3. What values do you aim to foster in your employees?
  4. Where do you see your company 10 years from now?

2. Communicating Goals

Once you have clarified your goals, it’s equally important to communicate these to everyone in the company. And the most effective way of doing this is not just by printing your statements on a fancy banner and posting it on every corner of the building, but rather, by aligning your short term goals with your long term goals.

To prevent the idle tendency to work for the weekend, communicating the goals to the employees is pivotal in the collective effort of thriving as a company.

Aside from that, your goals should be transparent to the customers you cater to.

What makes your services unique to other providers? What can the customers expect from you? Other companies have taken it up a notch by creating long-lasting catch phrases that simplify their mission and vision.

3. Realigning All the Workforce Units

The head,all the way down to the operating core must be in tune with the goals.

Are there specific tasks that must be removed because they do not serve your objectives or are there certain tasks that must be added to serve your mission and reach your vision?

As the industry continues to rise and grow, it’s more important than ever to keep everyone going in the right direction because good employees now have more options, and could leave your organization. 

Most companies remain at a steady plateau and function at varying paces due to a lack of unity. A mission and vision statement can remedy this by providing a sense of direction to the company. But don’t stop at creating a statement, live by it. 

Photo courtesy – © gustavofrazao / Dollar Photo Club

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Skyrocket Your BPO Company’s Performance Using These Gamification Tips



Employee engagement is undeniably important; this is especially true in a call center where your employee’s motivation have a direct impact on your customer’s satisfaction. In fact, many centers have experimented and implemented multiple strategies in an effort to engage and motivate employees. One of these strategies is gamification, and so far it has been nothing short of effective for most centers.

Applying game elements on the floor can transform your call center’s mundane day-to-day activities into competitive endeavors and do wonders for overall performance.

It can empower your organization to interact with agents at a more personal level by leveraging their innate desires for competition, self-expression, altruism, learning, and competition to achieve goals.

What can gamification do for your call center?

It encourages healthy competition

Gamification can help create a sense of competition in your workplace.

Giving points, badges, or levels to top performers is a great way to drive productivity among agents. It encourages healthy competition, especially when you make the results visible to all employees through leaderboards. Incorporate metrics like AHT, CSAT and FCR into the rankings to bring out your agents’ competitive side and encourage them to work on various aspects of their performance. Gamification can ultimately improve your bottom line and foster good working relationships among your team.

It drives employee satisfaction.

Employee satisfaction is crucial to organizational success. To deliver a satisfactory end-to-end customer experience, your agents must be satisfied, happy and motivated to perform their tasks and pursue individual and organizational goals.

Luckily, gamified activities are a great source of motivation. They create a fun and engaging work environment by turning simple tasks into competitive activities and goals into rewards. Agents will strive to be the best when they are enjoying their work and are acknowledged for the milestones they hit and the goals they achieve.

If your center has hundreds of agents, managers may not have the capacity or time to personally congratulate each employee daily, weekly and monthly. Gamification can make this process much simpler by enabling you to grant employee recognition through points, badges, levels and leaderboards.

It encourages employee interaction.

Traditional training programs and tutorials are still widely used in many centers. However, they don’t always guarantee full employee engagement. Some agents have a tendency to not be receptive to repetitive and lengthy training programs. Your call centers can improve employee on-boarding by saying goodbye to obsolete training practices. Instead of training sessions that require agents to spend hours away from the floor for extended periods, choose a more interactive approach.

Gamified training programs are all the rage for many centers now. You can certainly benefit from having interactive training sessions that gives employees access to information in a more engaging way. Here’s a closer look at how gamification can improve hiring.


Gamification can do wonders for your call center’s overall performance. However, without thorough planning, it could be counterproductive, causing poor agent collaboration and low productivity on the floor. Before gamifying, carefully evaluate your call center’s strengths and weaknesses to determine how to make the most of this approach and make sure it contributes to a positive call center culture.

Photo courtesy – © mindscanner / Dollar Photo Club

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How Important is Having a High First Call Resolution Rate?

First Call Resolution
First Call Resolution
© Gio_1978 / Dollar Photo Club

Few metrics are as indicative of a call center’s efficiency as First Call Resolution. While some centers are intimidated by this metric and its complexity, many organizations put it on a pedestal and are always on the lookout for effective ways to improve their FCR rate.

A high FCR rate means your agents are able to deliver a satisfactory service on the first customer call. Knowing where your center stands with this metric helps you measure customer satisfaction, pinpoint gaps in agent expertise, and ultimately improve service quality.

FCR is influenced by many factors. Your call center’s tools, access to information, agent knowledge and skills, routing system efficiency, call complexity, and many other variables come into play when you’re measuring or improving this metric.

Why is it important to track this complex metric? What does your call center stand to gain from improving its FCR rate? Well, a high FCR rate can boost your overall performance in four ways.

1.) Enhanced CSAT

There is an apparent and undeniable connection between FCR and customer satisfaction. When the former improves, the latter follows suit, and vice versa. A high FCR rate is a telling sign of a high CSAT because it shows that your agents are able to efficiently and correctly answer your customers’ questions or fix their problems on the first call.

2.) Reduced Costs

A high FCR rate is synonymous with cost reduction. In fact, FCR contributes to high quality customer service, which helps you save money. When your center is able to resolve customer issues on the first call, repeat calls are avoided. As a result, call volumes will go down along with operational costs and cost per call.  Profitability, on the other hand, will go up since agents can handle more calls from different customers.

3.) More Opportunities for Selling

Giving customers a satisfactory service on the first interaction creates more opportunities for your agents to entice them with your offerings. Customers tend to be open to hearing about additional products and services that can benefit them if you are able to quickly take care of their immediate needs.

4) Higher Employee Morale

Handling multiple calls from one unsatisfied customer does not only increase operational costs, but may also cause stress for the responsible agent. In fact, dealing with the same issue for a second time can be equally frustrating for both agent and customer.

On the other hand, when agents are able to resolve an issue and eliminate the need for a second call, they feel good about themselves and the call center. Their high morale will then translate to higher productivity on the floor and reduced cases of employee turnover.


Your customers can’t tell if you are able to measure, track or improve your FCR rate. They simply want their questions answered and their problems fixed on the first call. But to provide an optimal experience, you have to understand the different facets of this metric and use it to your advantage. Call us today to find out how we can help you optimize productivity, deliver a better customer experience and provide outsourced customer service.

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Provide the Best Tech Support Using These Killer Strategies

Best Tech Support
Best Tech Support
© pingingz / Dollar Photo Club

Being a tech support agent requires computer knowledge, and the ability to communicate with clients clearly about problems and solutions. The support team also needs to possess the ability to diagnose issues, and provide quick fixes. Additionally, each tech support agent should know how to work with other departments, which speeds up problem solving.

Here are deeper strategies on improving your tech support team.

Keep a Log of Problems and Solutions

While listening skills and fixing problems quickly are a must, you should never overlook taking the time to document each case. Tech support teams already commonly assign case numbers, but not everyone takes notes on how they approach and resolve each case. Keeping a record of this information is helpful should the issue need to be readdressed so that you don’t have to keep reinventing the wheel.

Offer Training That Inspires Long Term Careers

Since tech support has a high turnover rate due to low pay and dealing with disappointed people, you need to devise a plan that makes the work seem rewarding to employees. It’s better to have a consistent team that grows with experience than to keep replacing your employees all the time. Offering a combination of career training and incentives can lead to a more loyal workforce.

Build a Team with Positive Members

Square one in building a successful tech support team is finding the right people in the first place. Many times a candidate with a positive attitude that lacks experience is a better selection than someone who is more experienced but lacks upbeat energy. Remember that tech knowledge can be learned on the job, especially with curious people who want to take initiative and exhibit determination to help others.

Inspire Strong Communication Skills 

Communication is the cornerstone of every successful business. Remind your team not to cave in to client frustration. Regularly offer examples of how to maintain positive conversations that stay focused on the solution without having anxiety about the problem. Instead of pressuring your team to resolve as many issues an hour as possible, concentrate on satisfying the client by listening carefully and sharing your concern in non-technical plain English.

Develop a Set of Ethics

The foundation of good ethics for a tech support team is respect and trust. Reinforce the idea as much as possible that tech professionals should never get angry with frustrated clients. The key to maintaining an upbeat atmosphere is to create a level of confidence in which each tech support representative knows who to turn to if they cannot readily answer a question.

Give Clients a Chance to Respond

Once a problem is resolved, show your concern for the client by asking whether or not they are satisfied with the solution. Either asking them directly or emailing them a quick questionnaire can yield powerful answers that help you evaluate your team’s effectiveness. This information can then be used to determine how to improve your team’s skills.

Expand Your Team’s Knowledge 

Tech is such a vast terrain of devices, networking and strategies that you can never run out of new information to feed your team. Whether it’s about Access, PhotoShop, Illustrator or many other programs, take the time to demystify various software on a regular basis. You can strengthen the skill level of your team by sharing the basics of popular platforms.

Best Tech Support
© BillionPhotos.com / Dollar Photo Club


Your tech support team is bound to be become more effective, productive, and skillful as you introduce new techniques and technologies to aid them with their job. As your team grows, be sure to remind not to lose focus, and that facilitating their clients’ needs is the most important aspect of their jobs.

If you’re looking for an experienced team of tech support specialists, please contact us using this form. Cheers!

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How Great Leaders Motivate Their Teams

Great Leaders
Great Leaders
© Kenishirotie / Dollar Photo Club

Leadership is too often perceived as an innate quality in rare individuals when it is, in actuality, a skill set than any individual can develop with time and effort. These skills are deeply rooted in motivation because the nature of leadership is helping people believe in the importance of their actions. Accordingly, studies have repeatedly shown that employees place great value on meaningful work and the leaders who help them enact it. This process of helping people see their value and so creating motivation can be broken down into a few aspects of teamwork.

Model Excellence

The strongest of leaders brings deep reserves of energy, passion, and positive energy to teamwork. This comes from the balancing of work and the rest of one’s life through supportive relationships and healthy lifestyle, including exercise and reflection. It is the leader’s job to model such balance and demonstrate the importance of individuals within the organization, especially in valuing employee integrity.

They should also demonstrate excellent communication, whether through impactful words or attentive listening. Being always open to dialogue, feedback, and problem-solving are all essential to strong leadership. As the leader, you should help all team members become advanced problem-solvers through mentoring and encouragement.

Share Decisions

The next step is to encourage employee participation in decision-making, mainly to demonstrate the value of individual expertise. This is because so much of motivation comes down to one’s quality of life at work – something that is directly associated with leader effectiveness. Some ways to achieve greater participation include:

  • sharing information
  • creating opportunities for informal leadership
  • and providing increasing responsibilities.

In fact, the model for dealing with employee recommendation has shifted toward a more interactive one in recent history, with an emphasis on cultivating dialogues and on valuing employee perspectives on change.

Illustrate Impacts

Perhaps the most powerful form of motivation is to connect team members with their end users. For most companies, this translates into illustrating impacts through face-to-face meetings, reviews from satisfied customers, statistics on the impacts of products and services, and other feedback. While some may find such practices difficult to leverage, they provide a simple yet powerful way to maintain motivation.

Another method is to invite one’s target audience or consumer base into the workplace to meet employees and give feedback on products and/or services. One might also encourage employees to become end users themselves and so provide additional feedback and understanding. The goal remains the same – to take advantage of unlimited, free feedback and give team members a good reason to work hard.

Show Appreciation

While demonstrating impacts is essential to cultivating motivation, rewards help prevent mental or actual absence. In particular, intangible rewards like informal leadership positions and tangible ones like promotions can be used separately or in combination to attract employees and maintain productivity, especially in teams.

In placing such value on individual actions, you can also imbue employees’ work with a strong sense of accountability. Team members will thus expect fair treatment in terms of accountability, including compensation and punishment for one’s actions. In recognizing the importance of both motivation and obligation, employees grow closer to becoming leaders themselves.

Great Leaders
© Nenov Brothers / Dollar Photo Club

Effective leaders and employees alike are always continuing to learn and grow through teamwork in order to create and participate in meaningful work experiences. People need to achieve, develop, and grow, but it is the leader’s responsibility to appreciate individual skills and abilities in assigning and motivating work. Share this post with your fellow leaders and team members to help spread awareness of these key factors in cultivating motivation in teamwork.

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5 Ways You Can Build Trust with Customer Service

Build Trust with Customer Service
Build Trust with Customer Service
© thinglass / Dollar Photo Club

One of the biggest challenges in the business world is building trust and a positive reputation with your customers. One of the easiest ways to do this is by having a good customer service experience.

1. Dodge Solutions That Are Not in the Best Interest of the Customer

Unfortunately, a solution to a problem is not always within the budget of your customer. It is a bad idea for you to lie to your customer and tell them you can fix their problem with a solution if you know it is not completely going to fix it.

As you work with your customer, always be honest with them. Don’t offer them a solution that helps you more than it helps them.

2. Do Not Misrepresent Services, Features, or Benefits of a Product

The goal of a customer sales representative is to pitch and make sales while on the phone. Unfortunately, some call centre agents will do just about anything to make that sale. The worst thing you can do is lie or misinform the customer about what they are getting in order to make a sale.

The biggest problem with this approach is eventually the product or service is not going to live up to the unrealistic expectations you set for the customer. When this happens, the customer will call and complain. The business will end up losing money, and it will be traced back to being your fault.

3. Don’t Be Monotone and Impersonal

When your customers call into your business, they want to talk to a person. They do not want to talk to a robot and they certainly do not want to talk to someone who just sticks to the script. Ask questions and say a little bit about yourself too. The key is to make your customer remember they are talking to a real person.

4. Make it Easy For Your Customers to Complain

You want your customers to feel comfortable coming to you with the good and the bad. This means that if they are unhappy about something, they should be able to tell you about it. You need to provide an easy way for your customers to complain when something about your business makes them unhappy.

Related Article – 5 Tips to Improve your Agent’s Communication Skills

5. Speak Respectfully of Your Competition

No one likes competition, but it makes your business look bad to talk badly about your competition. The best approach is to avoid talking about your competition, but your customers may bring them up from time to time.

As Jeff Bezos once said, “If we can keep our competitors focused on us while we stay focused on the customer, ultimately we’ll turn out alright.”

Just let your customers do all of the talking when the topic of your competitors comes up. You should respond when appropriate, but avoid saying anything you might regret. It would be bad for business for your negative words to become public.


As you can see, there are a lot of different methods to using customer service to build trust with your clients; and it all goes back to having effective and efficient customer service agents. Fortunately, you can outsource this responsibility to a reputable call centre to get the job done right.

The tips shared above on how you can build trust with customer service are proven and tested to work. Don’t just read and learn. Use them.

Call us today to find out how we can help you optimize productivity, deliver a better customer experience and provide outsourced customer service.

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How Customer Service Impacts Your Customer Retention

Customer Retention
Customer Retention
© Gajus / Dollar Photo Club

If you have been focusing on your promotional efforts, now is the time to give customer service the attention it deserves. Good customer service is about more than smiling and asking customers if you can help them find a particular product; it’s about making the customer feel special. Great service even helps you improve customer retention, which has six key benefits.

Building Customer Loyalty

Bruce Ernst says “The customer is the center of your universe.” If you remember this wisdom during each customer interaction, you’ll have an easier time building loyal relationships. Loyal customers will return to your company again and again, even if you charge slightly more than your competitors. This makes good customer service essential for every company.

Improving Customer Satisfaction

If you want to build strong relationships with influential people in your industry, your products and services must meet their needs. For best results, your company’s offerings should actually exceed the customer’s needs. Companies that focus on providing excellent service do a better job surpassing customer expectations, increasing customer satisfaction across the board.

Generating Referrals

Some businesses rely very heavily on referrals to meet their annual revenue goals. If your customer service isn’t up to par, your existing customers aren’t very likely to refer their friends or colleagues to you. Exceeding expectations and making sure every encounter is a positive one, however, will help you generate high-quality referrals from happy customers.

Reducing Customer Acquisition Costs

Acquiring new customers is one of the biggest expenses in any organization. It costs several times more to sign a new customer than it does to sell additional products or services to a current customer. Providing excellent customer service helps you improve customer retention, eliminating the need to spend most of your resources on finding new clients.

Increasing Market Share

In some cases, unhappy customers are willing to give your company a second chance. Unfortunately, some people simply take their business elsewhere when a product or service provider fails to meet their needs. By focusing on customer service, you retain more customers, reducing the likelihood that you will lose business to one of the major players in your industry.

Related Post: Excellent Customer Service: What Call Center Agents Do Best

Improving Employee Satisfaction

Believe it or not, your employees also benefit from working for a company that focuses on delivering excellent service. When you put the customer first, customers are less likely to become irate or upset with workers, making employees happier. Happy employees are more likely to deliver excellent service, improving customer retention and reducing turnover.


With the right tools and support, your customer service team can increase customer retention, enhancing loyalty and helping your company generate high-quality leads. If you don’t have a service team in place, or you need help establishing new policies and procedures, contact our team for assistance. We’d be happy to help your business with customer retention services.

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How High Quality Customer Service Saves You Money

High Quality Customer Service
High Quality Customer Service
© kbuntu / Dollar Photo Club

Jeff Bezos once said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

Jeff could not have said it any better. Without quality customer service, your business has nothing. The question is: do you know all the ways quality customer service could be saving your business money?

You Don’t Have to Waste Money on Automated Services

Automated services are a pretty big deal in any business that has a call centre. The problem with automated services is the business tends to like them more than the customers do. Regardless of how many questions your automated services asks, there is always going to be something it didn’t ask. Something your agent still has to discuss.

This is problematic because it increases the amount of time your customer spends on your phone waiting for their problem to be resolved. After talking to an automated service for a period of time, your customer ends up having to explain everything again to an actual person. It is less frustrating for the customer just to talk to an agent from the beginning.

You Don’t Lose Customers By Cutting Back on Hold Time

Customers see quality customer service as getting their answers quickly. The unfortunate truth is you live in a fast paced society. Your customers do not like being kept on hold and they do not like waiting for your agent to figure out their problem. They want an answer as soon as possible.

Every moment your customer spends waiting for an answer is a moment your customer thinks about getting an answer somewhere else. The more time you keep them waiting, the greater the chances of them taking their business elsewhere becomes. Is that really what you want to happen?

You Retain Loyal Customers and Can Cut Back on Marketing

Marketing and advertising for new customers is expensive. If you work on making the customers you currently have loyal and happy, you do not have to spend as much money on marketing. Your loyal and happy customers are going to tell their friends and family members about how much they like doing business with you.

One of the biggest mistakes a business can make is just focusing on getting new customers. You can get all the one-time customers in the world and it will not do you any good if they talk badly about your business or have no desire to come back for repeat business.

Without providing high quality customer service, there really is not a point in continuing a business. There are so many different companies within the same industry that customer service is how people decide who they want to do business with.


Sometimes quality customer service is not something your current list of employees can offer. Fortunately, call centres exist for just that reason. Instead of struggling to teach your employees how to offer quality customer service, you could outsource your business calls to a call centre and get the job done right. Call us today to find out how we can help you optimize productivity, deliver a better customer experience and provide outsourced customer service.

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4 Things Your Clients Could Be Saying About Your Customer Service

Customer Service
Customer Service
© Nonwarit / Dollar Photo Club

Marilyn Suttle once said, “Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.”

In this quote, Marilyn Suttle made a good point, and it was that your customers will have a lot of things to say about you. Some of these things will be good and some of them will be bad. The important thing is that your customers are saying anything at all. It is when your customers have nothing to say, that you should be concerned.

Here are some of the things your clients could and should be saying about your customer service.

1. I’m Going to Tell All of My Friends About Your Company

This is easily the best thing you could hear a client say about your business and your customer service. Word of mouth is the best form of advertising. As your call centre agent talks to your customer, you want your customer to enjoy the experience so much that they want to tell their friends and family members about it.

2. I Will Be Calling Again

If your client truly enjoys the customer service experience, they should tell you that they will be calling again. They may even ask you to call them again in the future with business updates. Either way, this should be music to your ears. You want customers who had such a pleasant experience that they want to engage with your call centre agents again.

3. I Was Satisfied With Your Service

At the end of a business call between a call centre agent and a customer, it is customary for there to be a question regarding whether or not the customer was satisfied with the service they were provided. It is also customary for the call centre agent to ask whether or not there is anything else they can help the customer with.

You want a customer who claims that they were completely satisfied with the service they received. Customers who end the phone conversation satisfied are more likely to return to your business for additional services in the future.

Related Article: Inbound Call Center: Customer Experience

4. I Have a Few Complaints

While having complaints from a customer is not ideal, it should not be viewed as a bad moment. Complaints are feedback you can use to make the service you provide better. You have to keep in mind that most customers are not going to bother to complain. They are just going to take their business elsewhere if they are not happy.

Having a customer who takes the time to tell you they are unhappy, means you have a customer who likes your business and wants things to change for the better. The question is: will you listen to their complaint and make the necessary changes in your business?

As you can see, everything you hear from your clients about your customer service experience is not always going to be positive. The important thing is that you are hearing something from them.


Outsourcing your business calls to a call centre with agents who are trained to provider customer service is the key to getting feedback from your customers to better your business.

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12 Tips to Improve the Quality of Your Call Monitoring

Call Monitoring
Call Monitoring
© viappy / Dollar Photo Club

Call monitoring is one of the best ways to make sure agents are treating customers fairly and helping your company make more sales. Unfortunately, monitoring is only useful if it is done correctly. If you are concerned about the quality of your company’s call-monitoring efforts, follow these tips for improvement.

1. Provide Consistent Feedback

Call center agents need consistent feedback to improve their performance. It’s not enough to deliver feedback once every few months and expect employees to improve on their own. Schedule weekly or monthly call reviews so agents know where they stand at all times. During these sessions, give employees specific guidelines for improving their performance.

2. Listen to a Mix of Calls

Many call center supervisors make the mistake of focusing on bad calls during training activities. Using a mix of good and bad calls makes it easier to teach agents what they should be doing when they talk to customers. Try to use a mix of 50 percent good calls and 50 percent bad calls.

3. Ask for Customer Feedback

Monitoring calls is an important part of managing a call center, but you should gather feedback from multiple sources if you want your monitoring program to be successful. Even if an employee did everything right on a call, the customer might have some useful feedback for all of your agents. Make post-call surveys a regular part of your business.

4. Monitor Live Calls

Delivering feedback after an agent has already completed a call is not always the best way to improve performance. If you have enough supervisors on staff, have them listen to live calls and provide immediate feedback. Delivering feedback immediately makes it easier for agents to identify performance issues and understand what they need to do to improve.

5. Engage Employees in the Process

Your call-monitoring program will not be very successful if you don’t engage employees in the process. Instead of delivering one-way feedback, ask agents if there is anything they want to add about a particular call. If you know why an agent veered from the call script, you’ll be better equipped to handle similar situations in the future.

6. Use Independent Call Monitors

If you have a close-knit group of agents, it might be difficult to deliver unbiased feedback on calls. In this case, you should outsource your call-monitoring activities to a neutral third party. Independent call monitors don’t have relationships with your agents, so they are able to deliver constructive feedback instead of giving in to personal biases.

7. Stay Objective

It’s difficult to stay objective when providing call feedback to an employee you know very well, but you must be objective at all times. You don’t need to be rude to the agent, but you should avoid mentioning personal topics or going easy on an under-performer because of your personal relationship.

8. Use Standardized Evaluation Forms

Use an agent scorecard to ensure agents receive consistent feedback. The scorecard should address common metrics used in the call center industry.

9. Solicit Feedback from Other Departments

Requesting feedback from your marketing, sales, and customer service departments can help you identify issues that regular call-monitoring activities do not uncover. Use an objective survey to allow other departments to provide anonymous feedback about your agents.

10. Review Call Notes

Reviewing a few seconds of call audio isn’t the best way to identify problems and determine how agents should improve their performance. Before delivering feedback, review the agent’s notes from a particular call. In some cases, the call notes help you understand why an agent handled a call in a certain way.

11. Select Calls Carefully

For best results, select calls from different types of customers or calls focused on handling different issues. If every call you monitor addresses a billing complaint, you won’t know if call center agents are struggling with technical support problems or other customer service issues. Listening to a variety of calls can also help new agents learn how to handle calls faster.

12. Determine Customer Impact

Your call-monitoring program is only successful if it improves customer service or results in improved customer satisfaction. Any time you make a change to the way you monitor calls, find out how much of an effect the change has on your customers. Run reports to see if any of your key performance indicators improved, or ask customers for direct feedback.


Done right, a call-monitoring program has the potential to help you make more sales and deliver better service to your customers. If you aren’t following these tips already, start following them now to see improved results. Contact us if you aren’t sure how to implement these tips, or if you need to outsource any of your call-monitoring activities.

Featured image – © viappy / Dollar Photo Club

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