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.
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.
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.
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.
No, only Administrators and users designated as Supervisors may access the tools for listening to conversations in real time.
Yes, Supervisors and Administrators can listen to a live conversation at the same time.