5) Ways to monitor a call

Calls can either be monitored in real-time or recordings, and there are several ways to monitor these calls. Historical calls can be monitored through the recordings from the cloud contact centers. 

Live calls, however, can be monitored in three different ways. These include:

1) Barge-in

Barge-in is a method that allows the team leader, supervisor, or a third party to silently join the call. This occurs while a customer and an agent are talking. 

During the barge-in session, no participant on the call would be notified. Therefore, the best time to use this method is when you require a less intimidating call monitoring method. 

This is because nobody on the call would know you are listening to them.

2) Whisper

This one-way communication technique allows the manager to speak to the agent in private. It does so without letting the customer know or hear what they are saying. 

This is usually done when a manager sees a situation that requires intervention. This intervention is done without letting the customer know.

Whisper can be very effective in helping agents continue whenever they find themselves in a pinch. For example, when they have a question, are stuck between calls, when the situation is getting heated, etc.

3) Snoop

The Snoop Call Monitoring technique allows your supervisor to talk to your agent and the customer when required. 

This method is usually used to resolve customer queries faster. But, it can also help develop a sense of importance in customers when a senior staff member takes over.

Also read, The Complete Guide To Outbound Calling

What is Call Monitoring?

Call monitoring refers to almost all call-related activities that supervisors do to improve the quality of customer services. As such, it also includes call analytics. 

Source

Thus, call monitoring includes generating reports of call history, viewing the number of calls that are currently ongoing, and more.

With call monitoring, you can ensure that customer service reps are delivering top-notch service, following company policies, and using their charm.

By listening to calls, companies can identify areas for improvement, provide feedback, and ultimately, make customers happier. In this way, call monitoring is like the secret sauce for delivering awesome customer service.

Also check out: Call Masking

The Benefits of Call Monitoring

An important part of creating your customer experience strategy is to ensure proper training and support of your agents. Call monitoring acts as the perfect way for you to ensure agent performance is up to the mark.

A few popular benefits of call monitoring include:

1) Increasing agent performance

Call monitoring allows the supervisor to focus on the proficiencies and deficiencies of their agents’ performance.

For example, say an agent is struggling with interactions with customers about certain aspects of your business. This may be due to lack of knowledge or training. 

In such a case, you can then train them in that specific area and increase their performance.

2) Facilitating employee development

It allows the manager to create a goal-setting process and develop a more detailed action plan for individual agents. 

For example, a manager can address specific issues and develop solutions for agents constantly falling below expectations in specific areas.