SoftGuide > Functions / Modules Designation > Call monitoring

Call monitoring

What is meant by Call monitoring?

"Call monitoring" refers to the ability to monitor telephone calls in real-time to improve the quality of customer service interactions or conduct training for employees.

Typical functions of software in the area of call monitoring may include:

  1. Real-time monitoring: Ability to monitor ongoing calls live to assess the interaction between agent and caller.

  2. Call recording: Recording telephone calls to review interactions later or conduct training.

  3. Agent evaluation: Evaluating the performance of agents based on criteria such as friendliness, efficiency, or accuracy.

  4. Coaching features: Ability for supervisors or trainers to join ongoing calls to provide feedback to agents during the conversation or offer tips.

  5. Quality assurance: Monitoring calls to ensure that the service quality meets company standards and ensures compliance with regulations.

  6. Reporting: Generating reports on call statistics, agent evaluations, and trends in customer behavior.

  7. Custom alerts: Setting up notifications or alerts for specific call events or patterns.

 

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The function / module Call monitoring belongs to:

CTI

Software solutions with function or module Call monitoring:

authensis ACHAT
 
 
 
 
 
 
Smarte Software für exzellenten Kundendialog
EcholoN Service Management Suite
EcholoN - holistic service management
FreePBX
FreePBX
 
 
 
 
 
 
Freedom to communicate
Cloud ACD
 
 
 
 
 
 
The cloud ACD for better customer service in your call center