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To increase revenue generation, you must focus on improving customer satisfaction. And in order to improve customer satisfaction, you have to improve how your business engages with your customers. One of the ways that call center in El Salvador adopt to better manage customer service is by monitoring agents’ activities during business hours. Monitoring agents not only helps you keep a track of how your agents are utilizing their time, but also helps in coaching agents in areas they face difficulty. This will, in the end, drive results and deliver better experience to customers.          

Monitoring both inbound and outbound calls

The action to monitor both inbound and outbound calls basically revolves around tracking agents performance via tools, software and applications. Many software and tools let agents see their daily performance as well. This is a good way to keep a self-tack of the activities they are doing and perk up performance.

The action also involves listening to the call in real-time and recording it to provide feedback when necessary.   

Escalate quality of information being shared

For sensitive sectors like finance, healthcare, etc., the quality and accuracy of information being shared is very critical. Choose a call center in El Salvador where leaders and trainers track their agents’ performance and carry out necessary steps for improvement. Delivering accurate information while complying with necessary standards set by authoritative bodies have become important than ever after the demand for remote assistance grew significantly.    

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