Gone are the days when supervisors had to monitor live calls by sitting next to their employees and listening to them as they interacted with callers. Thanks to new age call monitoring software, supervisors are able to monitor both live and recorded calls without putting in extra time and effort. CallHarbor’s Listen, Whisper, Barge feature, also known as call monitoring, is a robust call center feature that makes it easier for supervisors to evaluate the performance of individual agents by listening to live calls and previously recorded calls. By monitoring calls, supervisors can identify agent deficits, boost agent performance, expedite agent re-skilling, deliver high-quality service, and boost customer satisfaction.

Features and Benefits of Call Monitoring

Listen

This feature allows you to passively listen to an agent’s conversations. The Listen mode allows the user to hear both the sales rep and the caller but doesn’t allow them to speak to either person. It’s typically used so supervisors can take notes and provide feedback, or even assess the company’s customer service quality when applied to multiple calls. Listening to live calls can help sales managers better understand the daily actions of agents and how they’re executing on your sales process.

Whisper

With Whisper mode, supervisors can join a live call and speak directly to the agent without the caller hearing them. This allows supervisors to coach their remote sales team in real-time and train them as they work on a call. This is a great feature to use during an agent’s training period, as it allows supervisors to give tips and guide the agent to success.

Barge

When agents are having a hard time during a call, call barging lets the supervisor drop in on a live call to speak with both the agent and the caller. This basically turns your call into a three-way conference call, allowing all participants to hear and speak to one another. When using call barging, make sure the agent introduces the third party that’s joining the call. Never barge an in-progress call without being introduced.

Who uses call monitoring?

Call center managers

Supervisors can monitor calls to ensure that call quality standards are being maintained and that agents are attending to customer queries as quickly as possible and in the right manner. 

Marketing departments

Knowing how well leads are converted once they are passed over to sales agents is key, and monitoring calls allows you to do just that. Join active calls or relisten to call recordings to assess how sales agents present a particular product or service and hear how customers respond. Use this data to tailor marketing campaigns and create popular content.

Sales and customer support

Properly train and coach employees from day one using live and recorded calls from the best agents. Revisit calls to find key details that may have been missed during the original call.

Conclusion

Call monitoring can be one of the best methods to ensure that your employees are providing effective, compliant, and excellent service. Through CallHarbor’s user portal, supervisors can easily access an active call from the dashboard in real time, listen to the conversation discreetly without the customer or agent being interrupted or disturbed during the call, and monitor their team regularly from one call to the next. Call centers that make effective use of call quality monitoring are likely to find a corresponding improvement in customer satisfaction levels.

Sources:

https://www.talkdesk.com/blog/call-monitoring-benefits-in-call-centers/
https://www.ringover.com/blog/call-monitoring-definition