Screen Monitoring
Screen Monitoring is a common practice in call centers where supervisors can view what's happening on an agent's computer screen in real-time or through recordings. It's like having a window into how employees interact with their computers while helping customers. This helps ensure quality service, identify training needs, and make sure company policies are being followed. It's similar to call recording but focuses on what agents are doing on their computers instead of just listening to calls. You might also hear it called "screen capture," "desktop monitoring," or "activity monitoring."
Examples in Resumes
Supervised team of 15 agents using Screen Monitoring to ensure quality customer service
Improved customer satisfaction scores by 25% through Screen Monitoring and targeted coaching
Used Screen Capture software to identify training opportunities and streamline processes
Implemented Desktop Monitoring protocols for a team of 50 customer service representatives
Typical job title: "Call Center Quality Analysts"
Also try searching for:
Where to Find Call Center Quality Analysts
Professional Networks
Example Interview Questions
Senior Level Questions
Q: How would you develop a screen monitoring program for a new call center department?
Expected Answer: Should discuss creating monitoring schedules, setting up evaluation criteria, training supervisors, ensuring compliance with privacy laws, and developing feedback processes.
Q: How do you balance employee privacy concerns with quality monitoring needs?
Expected Answer: Should mention clear communication about monitoring policies, following legal requirements, setting appropriate monitoring schedules, and maintaining confidentiality of monitored data.
Mid Level Questions
Q: What metrics do you track when conducting screen monitoring?
Expected Answer: Should mention navigation efficiency, proper use of systems, adherence to procedures, accuracy of data entry, and compliance with company policies.
Q: How do you use screen monitoring results for coaching?
Expected Answer: Should discuss identifying patterns, providing constructive feedback, creating action plans, and following up on improvements.
Junior Level Questions
Q: What are the basic components of screen monitoring?
Expected Answer: Should explain real-time viewing capabilities, recording features, playback options, and basic reporting functions.
Q: Why is screen monitoring important in a call center?
Expected Answer: Should discuss quality assurance, training purposes, compliance requirements, and performance improvement.
Experience Level Indicators
Junior (0-1 years)
- Basic understanding of monitoring software
- Following established monitoring procedures
- Basic quality evaluation
- Simple feedback delivery
Mid (1-3 years)
- Advanced monitoring techniques
- Coaching and feedback skills
- Performance trend analysis
- Quality program maintenance
Senior (3+ years)
- Program development and implementation
- Team leadership and training
- Strategic quality planning
- Process improvement
Red Flags to Watch For
- No experience with quality monitoring software
- Poor communication or feedback skills
- Lack of understanding of privacy concerns
- No experience in customer service or call center environment
Related Terms
Need more hiring wisdom? Check these out...
Resume Screening Reinvented: 9 Unconventional Strategies to Discover Top Talent Hidden in Plain Sight
Global Compliance Checks: The Hidden Puzzle Pieces of Background Screening Revealed
Automated Scorecards in ATS Systems: Your Secret Weapon for Smarter Hiring Decisions
