Silent monitoring

What is silent monitoring?

... to improve your telephone conversations

Silent monitoring is a quality management method in which specially trained employees connect anonymously to real customer conversations in the call center or service center. The aim of silent monitoring is to analyze the course of the call according to predefined criteria.

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Silent monitoring is not employee monitoring

Before we delve deeper into the subject, we need to dispel a prejudice. Contrary to what some evil tongues claim, silent monitoring is not monitoring employees in the call center. Rather, silent monitoring is used for quality control in telephone customer service.

To do this, employees join conversations with customers unnoticed and listen to the conversation without interfering. Naturally, the customer's consent is obtained in advance.

With silent monitoring, companies can expect an increase in customer satisfaction and an improvement in work performance. 

It stands to reason that satisfied customers will continue to do business with the company in the future. This is why the quality of conversation and friendliness of customer service staff is particularly important. 

Silent monitoring

What is the purpose of silent monitoring?

As already mentioned, silent monitoring is used for quality control in telephone customer service. The insights gained from this can contribute to the development of employees. It mainly focuses on things like

  • Professional competence
  • Quality of advice
  • Closing behavior and
  • Sales orientation

respected.

But so-called "soft skills" such as friendliness and empathy also play a role.

Prescribed standards are extremely important in telephone customer service. Silent monitoring is a very effective way of checking whether and how these standards are being met. After evaluating the call, employees can be given immediate feedback in which their strengths and, if present, weaknesses - with the corresponding suggestions for improvement - are highlighted. 

Among other things, these improvements can optimize customer orientation, customer service and the quality of service and ultimately customer satisfaction.

Who is Silent Monitoring suitable for? 

Silent Monitoring can be used to monitor internal and external call centers. It is therefore suitable for any company that has a hotline, telephone support staff, call center or service center.

In particular, sectors such as tourism, banking, hotels, gastronomy, computer retail, pharmaceuticals, consumer electronics, telecommunications, industry, logistics and others can benefit greatly from this method.

Is silent monitoring even permitted?

As long as the consent of customers and employees has been obtained and silent monitoring is not used permanently, silent monitoring is a necessary measure in terms of the "implementation of employment relationships" or can be used for quality control purposes in accordance with Section 32 (1) sentence 1 BDSG.

However, it must not be used on a permanent basis, as a ruling by the Federal Labor Court states that permanent monitoring exposes the employee to "constant monitoring pressure from which he cannot escape during his work". (Ref. 2 AZR 51/02)

As it can be difficult to obtain the customer's consent required to record an entire conversation, as customers may feel additionally disturbed by such a question, you can use so-called "one-way recordings", which only record the voice of the employee. This is because one-way recordings can also be used without the customer's consent. (See: Data protection in call centers by Hrach, Alt and Nöbel)

Why should you choose us?

As we are an experienced mystery shopping agency and reputable mystery shopper agency and have been carrying out silent monitoring, test calls, mystery e-commerce, store checks and test purchases for a very long time, we have the necessary experience and know-how.

Our silent monitoring staff are not just part-time employees, but are experienced and specially trained experts in customer service communication and sales.

This means we can promise you the success of the measure because our employees know exactly how customer service works. Our customers also appreciate the quality, professionalism and speed we demonstrate. 

And we offer you an unbeatable price guarantee for the whole thing. We are at least 10% cheaper than your current service provider for the same scope of services.

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With price guarantee: We are atleast 10% cheaper than your current service provider for the same scope of services
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