Call monitoring
Use the call monitoring feature to easily evaluate agent performance and maintain high standards for your call centre. Conduct training sessions and offer effective coaching by joining conversations in real time.
What is call monitoring?
Monitoring live calls allows you to analyse your 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.
Inside Ringover’s call monitoring system
Connect Instantly
Through Ringover’s dashboard, supervisors can access live calls with a single click. No extra tools, plugins, or complicated setups are required.
Monitor Without Interrupting
Listen to conversations in real time without disrupting the flow of the call. This allows you to assess how well agents follow scripts, handle objections, and manage customer needs.
Guide Agents in Real Time
When extra support is needed, use whisper coaching to offer private feedback without the customer knowing. It’s perfect for training new hires or helping agents handle difficult conversations.
Step In When Necessary
If a situation escalates, Ringover allows you to barge into the call and speak directly with both the customer and the agent. This makes sure issues are resolved quickly and confidently.
Learn From Every Call
All monitored calls are securely recorded and stored in the system. Supervisors can review them later to identify trends, spot performance gaps, and create customised training programs based on real data.
Track Performance With Insights
Ringover’s analytics dashboard provides detailed reports on agent performance, customer satisfaction, and call outcomes. These insights allow you to make data-driven decisions and continuously refine your team’s strategy.
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 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 centre is a fundamental part of your business. It’s crucial to pay close attention to the quality of inbound and outbound calls that pass through your business so that you can make improvements.
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 customer service levels
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
Initiate call monitoring to properly onboard new hires via live and engaging training sessions. Have them listen directly to the best agents’ conversations so they can pick up on their conversation styles and techniques.
Coach new agents
Monitor new agents as they embark on their first experience on the sales floor by listening to their conversations. With the call data provided, you can suggest improvements to help them smash their targets!
Who uses call monitoring?
Call centre 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. 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. Revisit customer calls to find key details that may have been missed during the original call.
Discover the simplest call monitoring software
Easily access an active call from the dashboard in real time. Listen to customer calls discreetly without the agent being interrupted. 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
Supporting features for call monitoring
Agent performance
Obtain statistics at the agent level to pinpoint specific areas for growth and improvement.
Ringoverview
Display a bespoke version of your call centre statistics on dedicated screens at your office.