Call Center Quality Monitoring
Have a comprehensive overview of your phone calls anytime you need. Get information on your agents’ calls and optimize your customer service.
CloudTalk’s Call Monitoring feature gives you important insight into your customer’s needs to help you make informed business decisions. CloudTalk is a cloud-based call center software so you can monitor your agents’ calls anywhere and anytime – all you need is internet access.
Call monitoring is an efficient tool with a positive impact on your agents and managers by improving your customer service, reducing costs and boosting customer support team performance.
Monitor calls to improve customer satisfaction
CloudTalk allows you to easily monitor agent performance and ensure that your company quality standards are being met.
Simply click on the Play button in customer’s contact detail, in the call history or call statistics, choose the call you want to listen to and you can immediately start studying any conversation you would like.
This feature will help you to enhance positive customer experience and to provide constructive feedback to your agents based on relevant information taken from calls with customers. With our Call Recording feature, each call is available anywhere and anytime directly in CloudTalk interface, so you can use concrete examples.
Call monitoring benefits
Efficient and regular call monitoring creates benefits for all involved – managers, agents, the whole company and last but not least, your customers.
- Quick and systematic detection of issues
- Monitor your existing workflows and their impact on customer service quality
- Identify inefficient and inconsistent workflows
- Improve agent performance
- Increase the quality of customer support
- Increase first call resolution rate
- Improve agent satisfaction
- Improve customer experience
- Reduce agent turnover
- Reduce the callback rate
- Reduce expenses
Call monitoring is one of the best ways to ensure that your agents work efficiently, comply with communication standards and provide your clients with first-class customer support.
These features might be interesting for you:
- Call Statistics - CloudTalk is a truly data-based call center analytics software. Complex statistics on calls, agents and call queues all in one place.
- Emotion Analytics - Emotion Analytics is nowadays one of the top trends in analytics and data collection.
- Sentiment Analytics - With Sentiment analysis feature you can monitor your agent's calls and let supervisors intervene when necessary.
- Wallboard - Wallboard will allow you to optimize agent productivity, reduce waiting times and immediately address the caller’s needs, improving their satisfaction.