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Call Center Management

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ALSO CALLED: Customer Call Center Management, Call Centre Management
DEFINITION: Silent monitoring refers to the practice of call center managers or senior agents listening to the interaction between an incoming caller and an agent. Silent monitoring is generally used in training and, on an ongoing basis, to ensure that customer service and productivity goals are being met. While a disclaimer must be offered to the incoming caller to inform them that their call may be recorded,  … 
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CALL CENTER MANAGEMENT DEFINITION (continued): …  often for "quality assurance purposes," the agent often will not know if the interaction is being monitored or not. The practice of silent monitoring is useful in identifying the strengths and weaknesses of agents, effectively capturing customer interactions that can be played back for training purposes or highlighted in performance reviews. Typically, agents are measured by metrics like:average handling time adherence to scripts provided by call center management for different scenariosability to successfully respond to and mitigate caller objections or complaints enthusiasm, tone, manner or … 

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