Call Monitoring

Let managers and experienced agents join support and sales calls to provide assistance, evaluate agent performance, or even assess the effectivity of call scripts.

Fly on the wall.

Call Whisper

Provide advice to agents during customer calls without letting the customer notice.

Call Listening

Listen to customer calls to evaluate agent performance or identify which areas to improve.

Call Barging

Barge in on live calls between agent and customer and give a hand whenever needed.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

Have questions?

Who uses call monitoring software?

Sales departments and sales teams often use call monitor software. In addition, people in key positions use it to deliver excellent customer support and service, including sales reps, team leaders, call center supervisors, and call center managers.

Are all users able to use call monitoring?

No, not all users can use call monitoring tools. Only the administrators and people with roles that have privileged rights to monitor customer service and calls can use call monitoring software.

How much does it cost to use call monitoring?

Typically, call center quality monitoring software costs can range pretty widely, from tens of dollars per user per month to a hundred dollars or more.

If you’re concerned about cost, try to look for call monitoring features as part of a larger, robust contact center platform like CloudTalk. It comes in different pricing tiers, which have slightly different feature lists depending on your business needs, and includes built-in AI, real-time assist cards for agents, unlimited call recordings, and much more.

What are the benefits of call monitoring software?

Call monitoring software has several benefits, including improving agent performanceenhancing the customer experience, and providing valuable insights into customer needs. By tracking agent interactions with customers, supervisors can provide feedback and training to improve customer satisfaction.

Additionally, call monitoring can help identify areas where customer support processes may need improvement. The ability to record and analyze calls can provide valuable insights into customer behavior and preferences, which can inform marketing and sales strategies.

Ultimately, call monitoring software can help businesses increase customer loyalty and revenue by delivering exceptional customer service.

How do I monitor call center agents?

Call monitoring is an essential process for ensuring high-quality customer service in call centers. To monitor call center agents effectively, managers can use a combination of tools and techniques. This includes reviewing call recordings, conducting live call observations, and analyzing call metrics to identify areas for improvement.

Managers should also provide regular feedback to agents to help them improve their performance. Call center managers can use software tools to automate call monitoring and provide real-time feedback to agents, helping them make adjustments as they interact with customers.

Overall, effective call monitoring is critical for optimizing the performance of call center agents and enhancing the customer experience.

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Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.