Call Monitoring
Call monitoring is the practice of listening to and evaluating phone conversations, most often used in business settings. It's a tool to improve customer service and agent performance. There are two main ways call monitoring is used:
Live call monitoring: A supervisor listens in on an ongoing call, typically without the customer or agent knowing. This allows the supervisor to assess the agent's communication skills and provide real-time guidance if needed.
Recorded call monitoring: Calls are recorded and reviewed later by supervisors or quality assurance teams. This helps identify areas where agents can improve, such as following company procedures or handling specific customer issues.
Overall, call monitoring is a way to ensure high-quality customer interactions by providing feedback and coaching to agents.
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