Use the call monitoring feature to easily evaluate agent performance and maintain high standards for your call center. Conduct training sessions and offer effective coaching by joining conversations in real time.
What is call monitoring?
Call monitoring allows you to listen and analyze your call center agent calls in the moment. By monitoring calls, supervisors can help improve agent performance, offer training and advice as needed and deliver a high-quality, consistent customer support experience.
Ways to monitor calls
Verify the quality of responses that your customer support agents provide over the phone or the sales method used by your agents approaching prospects by phone.
Live call listening
The foundation of call monitoring. Live call or double-listening happens without the knowledge of either party on the call. It is commonly used by supervisors and managers to take notes and provide feedback after the call.
Whispering
The secret weapon of call supervision success. This feature allows the supervisor to speak to an agent directly during an active call without their caller hearing.
Call barging
Jump right into any live call. The manager can speak to both parties on the call without the need for call transfers or spending time on hold.
Call recording
A more long-term approach to call monitoring. Recording calls ensures that agent conversations - whether inbound or outbound - can be stored safely and then easily retrieved when needed later on.
Benefits of call monitoring
Your call center is a fundamental part of your business. It's therefore crucial to pay close attention to the quality of inbound and outbound calls that pass through your call center and make constant improvement a goal.
Enhance customer service
Monitor live calls from your customer support team and monitor the effectiveness of your agents in responding to customer requests.
Boost sales results
Call monitoring is critical for your sales team. Understand how leads are being handled once they reach your sales reps or assess the quality of product or service pitches being delivered over the phone.
Evaluate your call center quality
Verify the quality of responses that your customer support agents provide over the phone, or assess the approach used by your salespeople when talking to leads.
Train your team
Use call monitoring to properly onboard new hires via live and engaging training sessions. Have them listen in directly to the best agents’ conversations so they can pick up on their conversation styles and techniques.
Coach new agents
Monitor your agent’s first experience on the sales floor by listening systematically to their conversations. Use call data to suggest concrete improvements to their phone conversation techniques.
Who uses call monitoring?
Call center managers
Supervisors can monitor calls to ensure that call quality standards are being maintained and that agents are attending to customer queries in the right manner and as quickly as possible. Call center managers can take advantage of call whisper and barging to chime in on live calls, offering quick advice and turnaround solutions when agents find themselves in a jam.
Marketing departments
Knowing how well leads are converted once they are passed over to sales agents is key, and monitoring calls allows you to do just that. Join active calls or relisten to call recordings to assess how sales reps present a particular product or service and hear how prospects respond. Use this data to tailor marketing campaigns and create great content customers love.
Sales and customer support
Properly train and coach new hires from day one using live and recorded calls from the best agents and reps. Revisit calls to find key details that may have been missed during the original call.
Try Ringover for free for 7 days
Improve your call center performance using call monitoring from Ringover
Easily access an active call from the dashboard in real time. Listen to the conversation discreetly without the customer or agent being interrupted or disturbed during the call. Monitor your team regularly from one call to the next.
1
Open your Dashboard
2
Select the call you want to listen to
3
Listen to the call or join the conversation in just 1 click
Obtain statistics at the agent level to pinpoint specific areas for growth and improvement.
Ringoverview
Display a bespoke version of your call center statistics on dedicated screens at your office.
Call monitoring FAQs
Which type of business should use call monitoring?
Any company that has a team in charge of handling calls (customer service, sales, or technical support, for example) should use call monitoring software to allow their managers to monitor and improve their agents’ call quality. There are no rules on team size when it comes to monitoring calls with Ringover. Even a team of two can do this easily and when they expand in size, they’ll be well acquainted with using this feature.
Are all users able to use call monitoring?
Only administrators and users designated as supervisors may access features for listening to calls in real time.
Can multiple people listen in on a live call simultaneously?
Yes, supervisors and administrators can listen to an active call at the same time via their dashboards.
How much does it cost to use call monitoring?
The call monitoring software is included in all our Power offers.
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