Improve customer satisfaction with Call Monitoring Software from CloudTalk

Listen without interrupting an agent/caller

Live call listening happens without the knowledge of both agent and caller. All they need to do is to click on “listen to call” next to the agent’s name. Passive call listening can be used to evaluate an agent’s performance during a call, take notes, and provide feedback to agents later.

Whisper information only to an agent 

Don’t put your calls on hold when you need an additional assistance. With Call whispering, you can use the “raise the hand” feature and invite your supervisor to join the call. Using call whisper to solve a case immediately is a great way to boost your customer satisfaction rate.

Drop-in on live calls 

Having a difficult time with the caller? Turn your call into a 3-way conversation. The Call bragging feature allows a manager or superior to lend a hand to an agent by directly joining a call whenever the need arises. Thanks to this feature, the manager is able to easily deescalate the situation by taking the call from the agent.

Identify communication problems between agents and callers by listening to a recording and how exactly clients respond to specific phrases spoken by agents or their general speech. Pinpoint what they could work on to provide better customer service in the future (tone of voice, speed, clarity, etc.).

Quality training of new agents during their training. New agents can listen to both examples of exceptional phone calls made by their colleagues (to learn the best call answering practices) and poor quality ones (to point out what went wrong during them).

Keep call records for recovering specific details later. considering how many calls your agents make or receive every day, it’s impossible for them to remember every detail of each call. Call recordings allow managers and agents to quickly lookup call details (by listening to them or checking transcripts) whenever necessary.