Staying on top of how your receptionist is performing his or her job duties is an important part of front desk management. You want to make sure callers are being handled properly, clients are enjoying a consistently excellent experience and every opportunity to convert leads and increase profitability is being taken. Front desk monitoring allows you to ensure that all of these goals are being met without pulling you away from your own day to day tasks and responsibilities. To get the most out of this practice, here are a few tips.

More: https://blog.upbook.com/5-front-desk-monitoring-tips-for-the-veterinary-industry

In some cases, you may need to save a call recording and go back to review your assessment later. If there’s ever a question or you’re unsure about how to rate a particular call component, it’s better to be extra thorough. If your system allows, playing back calls for agents to hear and encouraging them to self-assess can be another way to really drive home performance assessments and provide a springboard for professional development.