operation of the call centre?

to answer the following questions: -
Is the service meeting the callers needs?Are there clear opportunities for up selling and cross selling?Are the agents adequately trained?What opportunities are there for Customer Relationship Management?
Monitoring calls can help to identify the difference between the service you are offering and the needs of the customer. A good example of this has been the need to confirm details in writing. All businesses have the need to maximize security and minifies risk. But there is a price to this. The smarter companies have eliminated the need for the customer to put anything in writing - except for the signature on contracts. They fill in the form during the telephone conversation and send the customer a copy to check. Call recordings can then be used in dispute arbitration - usually without the need to go to court. Once a caller is played back a telephone recording, misunderstandings usually become clear.
Up-selling or cross-selling opportunities become clear from call centre monitoring. In many sectors between 2% and 10% of service calls have direct sales potential. These could range from a direct customer query, or a clear cross-sell opportunity. By listening to calls as you try out new sales methods, it will become apparent which techniques work and where deficient ones can be improved. The campaign can then be refined to gain maximum effect.