Real-time Communications Monitoring: The Real Game Changer for your Business
The outbreak of the pandemic led businesses to rethink their communication solutions. Businesses were quick to realize the role and importance of technology in eliminating bottlenecks in business communication. Real-time communication (RTC) solutions emerged as one of the most sought after technologies for strengthening business communications. The market for RTC has been estimated to grow by 44.4% CAGR between 2021 and 2031.
As the business landscape experiences fast-paced changes, most businesses are focusing on improving RTC through monitoring. Real-time communications monitoring can help businesses ensure that their communications are clear and concise and that any potential problems are quickly identified and resolved. By using live communications monitoring, companies can improve their overall efficiency and effectiveness and better meet the needs of their customers and employees.
In this blog, you will learn about the potential benefits of real-time communication monitoring for your business. Let’s start by defining what real-time communication is.
Table of Contents
What is real-time communications monitoring?
Real-time communications monitoring is the act of monitoring and recording all communications in real-time. This includes all forms of communication such as phone calls, emails, text messages, and chat messages. WebRTC monitoring is essential for businesses as it allows them to keep track of all communications and ensure that they comply with regulations.
Real-time communication monitoring is facilitated by the features of call center software such as call analytics, activity dashboard, reporting etc. Usually, transcripts of conversations are automatically generated by the software that can be later reviewed by the manager. Moreover, integrating speech analytics into the call center software further enhances the RTC monitoring process.
What are the benefits of real-time communications monitoring?
The perks of live communications monitoring for businesses is a long one. Here are some of them.
- Quick identification and fixing: Businesses can identify and resolve issues quickly and efficiently by monitoring communications in real-time. This can help to improve customer satisfaction and retention rates.
- Improves security: Real-time communication monitoring can help businesses to identify potential security risks and mitigate them before they cause any damage. In today’s fast-paced business world, RTC monitoring is essential for businesses of all sizes.
- Ensures consistency: Real-time communication monitoring enables managers to prevent customer churn by intervening in the conversation when required. For instance, when there is a chance of an escalation attempt, it also means your business can lose that customer. RTC monitoring alerts the manager about the customer at risk and thus the manager has the opportunity to jump in, resolve the issue and retain the clients. In this way, RTC monitoring ensures the consistency of the quality of customer service.
- Support agent performance: When your agents know what is coming their way, they are better prepared to handle it. For instance, when an agitated client says “cancel”, the speech analytics of RTC monitoring triggers the agent to offer a special discount or free package to prevent customer churning. The added pressure of finding a quick fix or taking a decision no more lies on the agent translating into significantly eased pressure and better productivity.
- Detection of training needs: Real-time communication monitoring helps your business to assess the individual agent’s performance through metrics. With complete visibility of the average speed of answering, hold time, and other KPIs, it becomes easier for managers to identify the training needs of the agent.
How to implement real-time communications monitoring in your business?
RTC monitoring is critical to ensure that your business operates effectively and efficiently. Here is a 5 step guide to implementing real-time communication monitoring.
Step 1: Assess why your business needs RTC monitoring
By constantly monitoring your communications systems, you can identify and resolve any likely issues as they arise. This helps to avoid any service disruptions and maintain a high level of customer satisfaction. In addition, real-time monitoring can also help to improve your overall communication strategies and processes. By constantly evaluating and improving your communications systems, you can ensure that your business is continuously operating at its best.
Step 2: Clarify the roles involved in monitoring
Who should monitor the real-time communications? It is essential to identify the roles that must be involved in tracking the communication and intervene when required. For the call center, it can be the managers who monitor the communication. Similarly, when it comes to internal communication, the product manager or the senior developer can monitor the communications. To leverage real-time communication monitoring, a business must clarify its roles to ensure seamless monitoring.
Step 3: Identify relevant metrics
Which metrics should be monitored? A business must understand the importance of each metric and prioritize the ones that actually affect employee performance. Through RTC monitoring, the metrics are analyzed to provide actionable insights. Therefore, it is important to realize which metrics can provide useful information to improve business efficiency.
Step 4: Evaluate the monitoring process
Setting up the RTC monitoring process can take time as it involves formulating a workflow that works on day-to-day business operations. Therefore, set up the monitoring process and audit it regularly to assess if the process is providing desired outcomes. Rely on data-driven insights through call analytics to build a flawless RTC monitoring process.
Step 5: Implement the actionable insights
Call analytics, speech analytics, and sentiment analytics are some of the features of RTC monitoring that help a business gain actionable insights. It enables a business to identify agent training needs, understand customer pain points, realize customer behaviour trends, etc. A business must implement such actionable insights to improve the overall customer experience. For instance, speech analytics helps a business identify frequently used phrases. The business can develop and publish content around the key terms so that customers can easily access the information themselves.
The Importance of Monitoring Realtime Communications
RTC monitoring is essential for businesses for a variety of reasons. By monitoring real-time communications, businesses can ensure that their employees stay connected and productive. Additionally, it can help enterprises to identify and resolve potential issues before they become significant problems. Businesses can gain valuable insights into employee behaviour and trends by monitoring ongoing communications. Ultimately, live communications monitoring is essential for businesses of all sizes.
The Risks of Not Monitoring Realtime Communications
Real-time communications monitoring is essential for businesses for a variety of reasons.
- First, it helps businesses ensure that their employees comply with company policies and procedures.
- Second, it can help enterprises to identify and resolve potential problems or issues before they escalate.
- Finally, communication monitoring can help businesses improve customer service by providing timely and accurate information.
The following are the risks associated with not monitoring real-time communications.
- First, businesses may miss important information or events that could have a negative impact on the company.
- Second, firms may fail to identify and resolve potential problems promptly.
- Finally, businesses may provide inaccurate or incomplete information to customers, which could lead to customer dissatisfaction.
How real-time communication monitoring helps improve internal business processes?
Real-time communication monitoring can be a powerful tool for improving internal business processes.
Understand employee communication patterns: Real-time communication monitoring can be a valuable tool for businesses to improve internal processes by gaining insights into employee communication patterns. By tracking employee communications, businesses can identify areas of improvement and take steps to address them. Additionally, businesses can use this technological aid to create more efficient and effective communication strategies. Organizations can optimize internal communication by understanding employee communication patterns to create a more efficient and cohesive work environment.
Improve overall communication quality: Business communication is a critical component of driving success. Poor communication can lead to misunderstandings, missteps, and missed opportunities. Real-time communication monitoring can help improve internal business processes by providing visibility into how employees are communicating with each other. This can help identify areas where communication is breaking down and help find ways to improve overall communication quality. Real-time communication monitoring can also help identify training and development opportunities for employees. By understanding how employees communicate, businesses can develop targeted training programs to help improve communication skills. By improving communication quality, businesses can improve their overall performance and effectiveness.
Resolve issues more quickly: Real-time communication monitoring not only improves customer satisfaction but also reduces operational costs through quicker identification and resolution of problems. Real-time communication monitoring can monitor various communication channels, including phone calls, email, chat, and social media. By monitoring these channels, businesses can more quickly identify and resolve issues. For example, the business can quickly identify the problem and provide a resolution if a customer is having difficulty with a product. RTC monitoring can also help businesses to improve their internal processes. By identifying issues more quickly, businesses can take steps to resolve those issues more efficiently.
Increased security: RTC monitoring offers a number of benefits for increased security. By monitoring communications in real-time, organizations can quickly identify and respond to potential security threats. This can help prevent or mitigate the damage caused by security breaches. In addition, live communication monitoring can also help organizations identify and investigate suspicious activity. By understanding how communications are being used, organizations can better protect their systems and data from unauthorized access or misuse.
Improved customer service: It is no secret that in today’s business world, customer service is key. In order to provide the best possible service to your customers, it is important to be able to monitor your communications in real time. This way, you can quickly and easily identify any problems that may arise, and address them immediately. By doing so, you can prevent minor issues from becoming major ones, and keep your customers happy. There are many benefits to real-time communication monitoring. Perhaps the most obvious is that it can help you to provide better customer service. By being able to identify and address problems as they arise, you can keep your customers happy and satisfied.
Enhanced compliance: Real-time communications monitoring provides significant benefits in terms of enhanced compliance. By monitoring communications in real-time, organizations can ensure that their employees are adhering to internal policies and procedures and external regulations. In terms of compliance, RTC monitoring provides a number of advantages. First, it allows organizations to identify potential problems before they escalate. By monitoring communications, organizations can identify red flags that may indicate a problem is brewing.
Transforming your business with real-time communication monitoring
Real-time communications monitoring is an essential tool for every business. It enables a business to tap the underlying problems and fix them to build a seamless workflow. Moreover, real-time communication monitoring significantly improves the customer service experience. Tragofone is a leading WebRTC softphone that empowers businesses through insights gained from real-time communication monitoring. With advanced business communication features, Tragofone enables businesses to integrate it into their existing PBX, VoIP, or any other communication solution to deliver sophisticated business communication for employees as well as customers. Check out more features of Tragofone on their website.