Functionalities > Monitoring > Call monitoring

Listen in on your users’ conversations

Use the call monitoring tool to evaluate your agents’ individual performance and ensure the global quality of your call centre. Offer training sessions and effective coaching by following conversations in real time.

Listen in to live calls at any time

Quickly access a call in progress from the dashboard in real time. With a simple click, listen to the conversation discreetly without the client or the agent being aware. Monitor your team regularly and pass instantly from one conversation to another.

Listen in to live calls at any time
Evaluate the quality of your call centre

Evaluate the quality of your call centre

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.

Create your teams

Use call monitoring to train your new users. Have them listen in directly to the best agents’ conversations so that they’ll gain insight into their techniques, and offer lively and motivating training sessions.

Create your teams
Coach your new agents

Coach your new agents

Monitor your agents’ first steps by listening systematically to their conversations. Use call data to suggest concrete improvements in their techniques for conducting phone conversations.

FAQs

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Are all users able to use call monitoring?

No, only Administrators and users designated as Supervisors may access the tools for listening to conversations in real time.

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Can multiple people listen in on a call in progress simultaneously?

Yes, Supervisors and Administrators can listen to a live conversation at the same time.

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