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.

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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.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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Other features you might like

Agent Status

Allow your agents to set their own status so you can get an accurate snapshot of your entire team’s availability.

Analytics

Get a 360° view of everything happening within your team and unprecedented control over your its performance.

3 Way Calling

Listen in on calls or invite experienced colleagues to help with complex issues while putting customers on hold.

Call Recording

Automatically record and access your agents’ calls directly from your browser, and finetune your outbound calls.

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.

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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 performance, enhancing 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.