The Importance of Contact Centre Monitoring

All organisations can benefit from streamlining their contact centre operations. But how is it done? How can you achieve and maintain optimal performance? 

The answer is contact centre monitoring. Broadly, this term describes a set of practices used to manage, troubleshoot, and resolve call centre issues in real-time.

Remember—contact centres offer a unique opportunity for your customers to chat with a real person. It’s crucial to ensure each customer enjoys a smooth, positive, and productive experience.

Read on to learn more about the importance of contact centre monitoring—along with a few tips about how to optimise your daily operations. 

  • Obtain accurate, real-time performance data

Measuring an employee’s performance isn’t always easy. You’ll need to track various metrics and key performance indicators—and account for any factors that could temporarily affect the results.

While you can make assumptions about an employee’s performance by listening to customer feedback or asking the employee how they feel, these factors alone aren’t enough. 

Effective monitoring—especially when provided by an outside firm—will provide an accurate, up to date, and unbiased assessment of your centre’s performance. You’ll be able to track objective and highly accurate data, including:

  • Phone statistics, such as service level
  • First call resolution, or how many times a customer must contact your centre before they consider their problem solved
  • Customer satisfaction, or how well you meet customer expectations
  • Much more

  • Build stronger customer relationships

Thorough contact centre monitoring is guaranteed to send customer satisfaction to new heights. Remember—your agents are the face of your business and often the first point of contact for customers.

When you ensure every employee performs to their personal highest standards, customers will appreciate their fast, helpful, and effective response. If a customer doesn’t receive the expected service, they may choose to avoid your business in the future.

  • Identify potential improvements

The best contact centre monitoring systems use objective, measurable data. Try creating a scorecard to record crucial metrics—like call resolution rates, abandonment rates, and the average time taken to answer a call.

Reflecting upon and analysing these metrics can help you recognise potential areas of improvement and implement changes as needed. 

For example, if you notice customer satisfaction ratings are stagnant, consider changing your sales team’s script or altering procedures to achieve better results. Alternatively, if you notice multiple metrics dropping, it may be time for a group training session.

Consistently improving upon existing practices will have the added benefit of turning employees into experts. 

  • Handle challenging interactions

Metric data can do more than help you make changes in the moment—it can also prepare your team for future challenges. 

When analysing existing metrics, you’ll understand what causes performance to drop—and what factors might improve or decrease customer satisfaction. You can draw upon this information when training your employees in handling difficult customer interactions.

In the same way, employees—as monitoring helps them develop expert industry knowledge—will learn to manage these challenges independently.   


Call centre monitoring allows businesses to make strategic choices to improve performance. By implementing an advanced monitoring program, you can identify and resolve issues at the source, saving time and money while improving the customer experience.