Call Monitoring is a VoIP feature that allows supervisors or managers to silently listen in on live calls between agents and customers. It’s primarily used for training, quality assurance, and compliance — to ensure that team members follow best practices and deliver a consistent customer experience.
Here’s a more detailed explanation:
What it is:
Call Monitoring lets authorized users observe active calls in real-time without alerting the agent or the customer. It’s often used alongside tools like Call Barging (to intervene) and Call Whispering (to coach agents without the caller hearing).
How it works:
Using the VoIP system’s dashboard, a supervisor selects a live call to monitor. The audio is streamed in real-time to their device, allowing them to assess communication quality, tone, accuracy of information, and adherence to scripts or protocols.
Benefits:
- Improves training: Helps new agents learn from real scenarios.
- Ensures quality control: Maintains consistency and professionalism in customer service.
- Identifies knowledge gaps: Reveals areas where agents need support or coaching.
- Supports compliance: Verifies adherence to legal and regulatory standards.
Key components:
- Live listening: Supervisors can join any ongoing call invisibly.
- Call Whispering: Optionally allows supervisors to speak to agents without the customer hearing.
- Call Barging: Enables direct intervention in high-risk or escalated calls.
- Reporting tools: Capture notes and performance metrics during or after monitoring.
Why it’s beneficial:
Call Monitoring is essential for building high-performing support and sales teams. It creates a feedback loop for continual improvement, safeguards brand reputation, and ensures your team handles every call with clarity, confidence, and care.