Spy, Barge, Whisper in a call to help train staff.
Monitor, Train, Help Your Staff With Call Monitoring
With our call monitoring feature, authorized personnel can listen in on your agents or employees phone calls to gain valuable insight on the needs of your customers- Spy, Barge, Whisper.
Call monitoring is a feature that allows managers or supervisors to listen in on live calls between employees and customers for quality control, training, or compliance purposes. This feature is commonly used in call centers, customer support teams, and sales teams.
Call monitoring typically involves the use of specialized software that allows the supervisor to silently monitor the call in real-time, without the caller or the employee being aware of their presence. The supervisor can also provide feedback to the employee during the call, such as via instant messaging, without interrupting the conversation.
In addition to live monitoring, call monitoring software may also include features such as call recording, call logging, and call analytics. Call recording allows the supervisor to review past calls for training or quality control purposes, while call logging and analytics provide insights into call volume, call duration, and other metrics that can help managers optimize their team's performance.