Customer service: 3 reasons to use real-time monitoring

Increasingly, companies need to invest in assertive relationship and customer service techniques to increase customer satisfaction. To achieve these goals, the real time monitoring system can be a very useful solution.

That’s because real-time call center monitoring offers strategic and operational benefits to the business. This ensures improved customer service and stronger results.


It is critical that the modern manager be aware of the importance of customer service. After all, providing a great experience helps retain and retain customers, which generates positive impacts for the business in the long run.

According to NewVoice data, 7 out of 10 consumers who have had good customer service experiences recommend the company to friends. On the other hand, half of those who had a bad experience would not resume their relationship with the company.

The same survey indicated that companies lose $ 62 billion annually due to customer service failures. Therefore, service excellence is essential for both customer retention as well as ensuring the best financial return.

Therefore, it is important to understand the aspects that affect the service quality and the features that can help. In this process, one of the resources available is real time monitoring.


Among technologies, real-time monitoring stands out for the efficiency and benefits provided to the call center.

Here are three reasons to adopt the feature and how to choose the right tool for your operation.

1. Qualify attendants

Real-time monitoring makes it possible to monitor the performance of attendants and direct them in the execution of tasks. With this, the solution helps identify the limitations and difficulties of each professional and improve the performance in attention service.

The quality of operator service depends on a number of factors, such as:

  • Language used;
  • Voice tone;
  • Technical knowledge of the processes;
  • Empathy;
  • Service customization.

Therefore, real-time monitoring helps control these variables during the service itself. This way problems can be readily resolved.

2. Monitor operational bottlenecks

The feature also lets you know important data for the call center, such as:

  • Number of queued calls;
  • Average waiting time;
  • Average time of attendance.

From this information, the manager is better able to determine operational bottlenecks and develop strategies to correct them.

For example, by identifying that the average wait time is high, you can increase the number of attendants or adopt technologies to automate processes.

3. Quality Customer Service

With real-time monitoring, managers make a closer service monitoring. Thus, they identify problems and point out improvements in operator procedures.

This results in an increase in approach quality, responsiveness and problem solving. And attendants become better able to resolve demands with agility and friendliness.


To take call center service to another level, rely on an omnichannel platform with many features.

OlosChannel, for example, provides all the necessary tools for the call center, such as real-time monitoring, IVR, integrated reporting, autodialer, among other solutions.

As a result, the call center can increase the quality of customer service, optimize attendant productivity and achieve better results. Interested? Contact us and request a demo visit!

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