One of your most important duties as call center manager is intermittently monitoring and evaluating each agent’s calls. Without good contact center analysis, it’s hard to know which of your agents are doing a good job, what they’re doing well and what they can be doing better. Your agents expect that you will be listening in from time to time — it’s not bad call center phone etiquette, it’s part of the job.
What’s important, though, is what you do with what you hear. Use what you hear to provide targeted coaching for your agents. They may not know they’re doing something that’s turning off their leads, or that there’s a way for them to complete a call more efficiently. It’s your job to listen to what they’re doing and guide them to the right approach.
Communicate With Your Agents
You also want the agents to feel heard and understood. Call center service can be a rigorous job. Making call after call non-stop can be draining, especially if your agents are encountering a lot of resistance. Make sure your agents can voice their concerns and that they’re getting the help they need. Don’t forget to praise them when they do things well.