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?
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).
Access call history from the desktop handset or the user portal's Reports tab.
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.
- Who has permission to monitor calls?
Our call monitoring system offers a default that only allows administrators the ability to monitor calls to help new agents and assess how they handle live call situations. However, an administrator can decide to give any user or group of users the ability to monitor calls.
- Who can participate in a spy session?
Only an administrator can spy on a call. They may also choose to switch between the various call monitoring modes like whisper or barge mode.
- Can I barge in on a call?
Call barging is a feature of the call monitoring software. While monitoring a call session to assess quality standards, you may opt to use barge mode as well as to switch to spy or whisper mode.
- Can anyone else besides an admin access all the individual call logs?
End-users can access call logs pertaining to their individual extensions only. Administrators can access all individual and company-wide call logs and analytics.
- How far back is it possible to view call logs?
Call logs are stored and available for the past 90 days but may be downloaded as a .CSV file for later viewing.
- How do I record a call manually versus automatically?
These options can be selected online through the user portal. However, recording cannot be “turned on” mid-call and must be selected before the call takes place.
- Can I record any conversation with anyone if I’m not an administrator?
By default, a recording is only allowed to administrators, but any user (or groups of users) can be given recording permission at the administrators’ discretion.
- How many minutes of recording can be stored? Is there an extra cost for storage?
Recorded calls are stored in the cloud. Currently, this requires that an Amazon S3 account (cloud-based storage) is configured. There is minimal charge from Amazon S3 for maintaining a storage account; 1 Gig typically stores about 5,000 minutes of recorded calls. Jive will automatically create storage folders for each year, with first and second-level folders for each month and day, respectively. Recorded calls will be available no later than the start of the next business day and can be accessed directly through your Amazon S3 account portal or through the S3 Browser. Alternatively, some Jive-Supported VoIP handsets have a local recording option. This allows for a call to be recorded directly from the phone to a USB thumb drive connected directly to a port on the phone. These files are saved as .WAV files.