How can agents be monitored during outbound campaigns?

Monitoring agents during outbound campaigns is essential for ensuring that they are performing effectively and in alignment with the goals of the campaign. The correct choice focuses on the use of real-time dashboards and performance reporting, which are critical tools for tracking various metrics during an active campaign.

Real-time dashboards provide immediate visibility into key performance indicators (KPIs) such as call volume, call outcomes, agent availability, and other relevant metrics. This enables managers to assess the performance of agents as events unfold, allowing for quick adjustments and support where needed. Performance reporting complements this by providing a detailed overview of past performance, helping to identify trends and areas for improvement.

While customer feedback, call quality recordings, and weekly performance meetings are valuable components of a comprehensive monitoring strategy, they do not provide the immediacy or real-time insight that dashboards and performance reports do. Customer feedback may be delayed in collection and analysis, call quality recordings can only be reviewed after calls have concluded, and weekly meetings typically focus on historical performance rather than current activities. Therefore, the most effective way to monitor agents in the moment during outbound campaigns is through real-time dashboards and performance reporting.