Monitoring VoIP call center performance

Your business has a call center, implemented to keep contact costs down and customers happy. How do you know that it's doing either one of these? You monitor calls, of course. The question isn't whether to monitor, but how to monitor for best results and fewest complaints from the monitored parties.

The first question is whether to monitor call recordings or listen to live calls. The best answer may well be to do both, monitoring certain calls in real-time for faster management response to problems, then listen to a wider selection of recorded calls for training and support evaluation purposes.

The next big issue is figuring out just what you're listening for: how do you evaluate whether the call you've just heard was successful at meeting your business needs? Establishing clear criteria then training supervisors on how to evaluate calls may be the most important step in making sure that your monitoring program is successful.

For more:
- VoIP-News has the complete article here

Related:
VoIP can let call centers go green Report 
A Skype-based call center Report