Call Monitoring - CloudTalk

How Does Call Monitoring Work?

Call Monitoring is one of many ways call centers can assess, manage, and improve their agents’ performance with targeted training. It allows supervisors to listen in on live calls from the CloudTalk Dashboard or the desktop Phone App directly, engaging with it in one of three ways:

Listen in on the call without the agent and customer knowing.
Intervene by talking to the agent directly, without the caller knowing.
Join in on the conversation with both parties.

Alternatively, if you don’t need to hear a call right as it’s happening, you can always use CloudTalk’s Call Recording feature to return to past calls and look for room for improvement. All you need to do is click “Play” on the call recording of your choice in your call history or call statistics, and you’re ready to go.

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How Can Skill-based Routing Help Your Business?

First-Hand Customer Insights

Don’t leave improvement to chance. Monitor live calls, assess customer behavior and issues, and use them to tailor your call center’s approach.

Real-Time Agent Assessment

Concerned about an agent’s conduct? See (or rather hear) them work, assess their proficiency, and use it to reward high performers, or train under-performers.

Better Agent Training & Coaching

Have a new agent on the job? Covertly give them hints in real-time during their calls to enable hands-on learning and speed up the onboarding process.

Improved Customer Satisfaction

Use your acquired insights and hands-on agent training to create the ultimate customer experience, boosting satisfaction and reducing churn.

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“CloudTalk offers an excellent call monitoring system and dashboard, which provides all the metrics for call monitoring and integrates with all CRM”

Sajid K.,
G2

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FAQs

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.