For many companies, phone conversations with clients are critical to their success. Naturally, they need a way to ensure that each call leaves the customer satisfied.
When managers are able to listen in on calls made by employees, as well as influence those calls through coaching or chatting with the customer themselves, they increase the effectiveness of the agent.
This buyer’s guide is intended to explain the functionality of call monitoring software, its benefits and how to differentiate it from other systems. We’ll cover:
(Click on a link below to jump to that section.)
What Is Call Center Monitoring Software?
Common Functionality of Call Monitoring Software
Differentiating Call Monitoring, Quality Monitoring and Call Quality Monitoring
Benefits of Call Monitoring Software
What Type of Buyer Are You?
Call center monitoring software includes functionality used by call center supervisors to ensure employees are performing as expected and customers are having a useful and pleasant experience.
Call monitoring functionality is typically included within call center software platforms.
Call monitoring functionality offers a few different ways call center supervisors can check on and influence agents. These include:
|Monitoring||Call monitoring simply allows supervisors to listen in on calls without the agent or caller knowing.|
|Whispering||Whispering allows supervisors to speak to agents without the caller knowing. This is useful when supervisors are training new agents or need to coach agents during an important call.|
|Barging||Barging allows supervisors to join the calls they monitor and speak to all parties on the line.|
The features above are so core to call monitoring solutions, in fact, that many users refer to the products as "monitor-whisper-barge software."
If you manage a call center and are looking for a solution to monitor, whisper and barge on calls, you may find some confusing results when searching online.
The problem is that the term "call monitoring" can sometimes refer to other types of systems and applications. Here are the types of systems that may show up during your search and how they are different:
*These are typically full systems or modules, instead of features within a larger system.
Unfortunately, marketing tactics have caused these terms to be used interchangeably. Be sure to check the features offered with each solution to determine which product you truly need.
The ability to view calls on a dashboard and interact with them in real time is beneficial in a few key ways:
A live call list in Talkdesk, with the ability to monitor calls
Call monitoring software applications are useful for many types of call center or customer service organizations, such as:
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