There are three sub-features you have access to when using call monitoring.

Quality Assurance /Spy- This silent listening feature allows you to quietly listen in on the conversations that your customers are having with your agents in real time. Use it to collect valuable data on the quality of service your customers are receiving and to ensure agents are adhering to company policies and procedures during the call.

Muted Training/Whisper- Not only can you listen in on calls, but you can also provide valuable feedback to your employees as they engage with your customers over the phone. Use this feature to whisper to new and existing employees through the conversation as they take the phone call, staying invisible/silent to the customer. You can easily assist an employee’s conversation by silently coaching them as they engage the customer. Train your staff to provide a positive customer service experience each and every time they interact over the phone.

Call Intervention /Barge- Our call monitoring feature even allows you to take on a fully active role when needed. Use our call intervention sub-feature to “barge” in on a customer call. You can engage directly with customers in order to meet their needs and train your employees at the same time. If a customer dispute arises, barging helps you resolve it immediately and effectively while providing the necessary support your employee needs in becoming a quality customer service provider.

Read More: Enterprise Phone Service, Inbound Call Tracking, VOIP Features