What is Call Monitoring?
If you manage a sales team or oversee a call center team, call monitoring provides a way to see how each person handles a customer interaction on a call to ensure all phone calls are handled with the utmost quality assurance. You'll be able to monitor a call on any extension or phone line in your company without a call interruption or intervention.
As part of the call monitoring process, you can feed your customer service representative information that they can use during the call to alleviate an issue or answer a question they weren't sure how to handle. In certain situations, you can even join the conversation as a third party and help improve the customer experience without having to request that the customer repeat their concerns or questions.
For training purposes, calls can be recorded and used later on to improve how your team interacts with callers as well as handles conflict and questions.
How to Improve Call Monitoring
Call center workers and customer service representatives no longer just work from a central location like a call center. Now, companies look to outsource these roles to virtual team members who can work from home and improve the call monitoring process by:
Creating specialized care
Implement a system that accommodates a decentralized model of customer care across multiple locations.
Including real-time training
Include real-time training capability so that call center reps or sales team members can learn while they are on calls and adjust their script and responses accordingly.
Delivering reliable solutions
Add a call monitoring solution that delivers reliability, high-quality communication, and easy-to-use tools without driving up investment, training, and upgrade costs.
Understanding the caller
Understand that every call and situation is completely different, which requires a flexible call monitoring platform that gives you many ways to listen, participate, and interact with your agents and even callers.
Why Choose GoToConnect For Call Monitoring?
Lower costsOur call center monitoring service saves time, money and labor without having to invest in new inbound and outbound communication equipment. For one all-inclusive price, GoToConnect provides more than 100 hosted VoIP features to enhance communication across data centers, call centers, and company locations.
Top reliabilityOur VoIP service is among the highest-rated for call quality, call monitoring features, and call quality monitoring. With 99.99% uptime for VoIP and backed by LogMeIn, one of the world’s top 10 public SaaS companies, GoToConnect is as dependable as they come.
High-performance technologyThe GoToConnect cloud PBX phone system is always being improved to suit the needs of cloud contact center customers and their support teams. As GoToConnect leads the market into the next era of unified communications and collaboration, you'll enjoy a continually upgraded monitoring system service.
Check out these comprehensive call center monitoring software features that enhance your customer support efforts:
Call Spy Mode
As a result of what the administrator learns from listening in on the conversation, they can provide more specific feedback so the agent or sales team member understands how and where they need to improve their approach on these calls.
Call Barge Mode
Offering a way to increase customer satisfaction, this call monitoring mode works well when an administrator can step in and offer an authoritative voice to answer questions, clarify information, alleviate conflict or frustration on the part of the caller, or close a sale.
Call Whisper Mode
Think of it as real-time phone skills training. Each new agent can better understand how to enhance their customer support methods or how a sales team member can deliver a compelling sales pitch that closes the deal.
Presence Monitoring Mode
View data from every extension like dates, times, call duration and users.
Monitor inbound and outbound call patterns for locations, extensions, and Direct Inward Dialing (DIDs).
Missed Call Indicator
Get a blinking green light alert whenever a user misses an incoming call.
Record some or all inbound/outbound calls and access them from the cloud.
Missed Message Indicator
Receive new voicemail notifications in your user portal and on your phone.
Access call history from the desktop handset or the user portal's Reports tab.