With agent training costs representing a persistent challenge in most professional call centres, many have quality monitoring in call centres to help ensure a consistent and positive customer experience.
Five9 quality call centre monitoring enables supervisors to monitor agent activity and instant messaging, and authorized users can listen to call recordings via the Five9 Reporting application. Our call centre monitoring software allows supervisors to silently monitor live calls for a selected agent or randomly monitor calls for campaigns that the supervisor manages.
Additionally, supervisors can escalate from silent call centre monitoring to “whisper coaching,” which is advice to agents that the other parties on the call cannot hear. Another option allows supervisors the option of “barging in” on the agent in order to speak with all parties. The call centre quality monitoring status of each agent is color-coded and visible to other supervisors so that everyone can see which agents are currently being monitored.
By utilizing Five9’s built-in call centre monitoring software features as a complement to your other agent training programs, you can ensure that today’s best practices become tomorrow’s standard practice. We provide a variety of online training materials for agents and management. Each training module contains ample information about the important features of our call centre monitoring software as well as descriptions of our best customer service practices. We offer both live and instructor-led training through Web conferences and on-site instruction by our Professional Services team. We teach using a variety of practical examples so that upon completion of the training program, your team is ready to go.
We also offer a certification program for Five9 administrators interested in becoming experts in operating our Virtual Contact Centre. After studying our training materials, administrators can become a Five9 Certified user for one of our outbound, inbound, or blended quality monitoring call centre operations.
As the leading provider of cloud call centre software, Five9 has everything you need to take your call centre to the next level. Give us a call at 1-800-553-8159 to speak to one of our representatives and receive a free trial.