Call monitoring software for an improved customer experience.
Listen to calls in real time, without interrupting the agent or caller, to ensure quality standards are being met and to provide coaching opportunities for continuous improvement.
Call monitoring software for exceptional customer service.
Monitor your agents’ calls to gain valuable insight into the needs of your customers and make more informed business decisions using call monitoring software from Talkdesk. Talkdesk is entirely cloud-based so call monitoring is available any time you have Internet access. This makes it easy to ensure that your customers always have positive experiences and to train your agents from anywhere in the world. Cloud-based call center software with call monitoring gives you the tools you need to thrive and your agents and customers will succeed as a result.
Improve customer service quality.
Do you know what’s happening during inbound and outbound calls in your call center? Are each of your agents championing customer needs as well as possible, or could they use improved training and/or tools? Without using call monitoring software, answering these questions is just a guessing game. Agent performance directly leads to better customer satisfaction resulting in a better overall customer experience—a call with a helpful, friendly, and informative agent can make a huge difference for a customer who is trying to solve a problem or gather information.
But, it’s difficult to improve agent performance and provide better customer interactions without some form of quality assurance. A robust call monitoring system helps by enabling you to keep track of what happens during active calls. Talkdesk provides easy-to-use monitoring features, along with a central platform for managing call center operations.
Improve agent coaching and training.
Call monitoring software enables you to improve agent coaching and training. By collecting quantitative data on your agent performance, you can more effectively train agents, support supervisors, and implement consistent quality assurance. In addition, you can utilize recordings or live calls from exceptional agents as an example for others to follow.
Minimize supervisor escalation.
With clear-cut evidence of what ongoing calls look like, you can minimize supervisor escalation by preparing your agents for common questions and concerns. By minimizing supervisor escalation, you remove the pressure on supervisors to field as many escalated calls, better satisfy customers’ needs, and empower agents to take more responsibility in your call centers.
Manage remote agents effectively.
In today’s distributed workplaces, call monitoring software also helps to manage remote agents. Because an increasing number of call centers are using a hybrid or fully remote model, it can become a challenge to monitor calls. After all, your agents are no longer in one easy-to-manage location but instead are making calls remotely. A call monitoring solution enables you to monitor your agents’ calls from a central, virtual location, and creates a more consistent experience across the board for your customers.
Train new support agents quickly.
Replace manuals and lengthy training protocols by allowing new agents to monitor calls being handled by your most seasoned agents. With Talkdesk cloud contact center, you can train agents working from home or in the office while ensuring they meet quality standards.
Call barging.
With call barging, a third person can listen in on a conversation between an agent and a customer, and join the call, if needed. With this feature, customers can experience better continuity throughout the conversation, if another agent or supervisor needs to chime in. In addition, new agents can practice in real-world calls with the “safety net” of another team member or supervisor being on the line and able to take over if needed.
Call takeover.
In some situations, rather than simply monitor phone calls, a supervisor or trainer should take over a call rather than let an inexperienced agent navigate a difficult customer call. The call takeover feature allows instant call transfers, enabling the team member who is listening to the call to immediately take over the conversation and disconnect the agent.
Customer support.
The customer support team benefits greatly from call monitoring because of its features for training and improved customer experience. Features such as call whisper and recording directly improve agent training, leading to a better customer experience with more helpful and prepared call center agents.
Marketing department.
Marketing departments benefit from call center monitoring software as well. They can evaluate the effectiveness of messaging by monitoring conversations. Plus, marketing departments can better understand customer needs by hearing real-time customer feedback as it’s brought up to agents. Sales and marketing collaboration also improves with call center monitoring software.
How Talkdesk can help.
With our cloud contact center solution, you can implement a quick, easy solution to better train each call center agent and improve customer experience. Our call recording software for customer support includes features such as live call monitoring, along with an interface for easily managing your call center remotely.
Talkdesk allows you to easily monitor agent performance to ensure that quality standards are being met. Simply click “Monitor Call” on the call of your choice and you can immediately listen in without the agent or caller knowing. This tool will help you to ensure a more positive customer experience and to provide data-driven feedback and coaching to your agents.
Managers can listen to any call in real time from their “Live Calls” dashboard. They can also escalate from silent monitoring to “barging in” to speak with all parties when necessary. This call center software feature is ideal for training new agents, resolving disputes effectively, and case collaboration to expedite problem-solving.
FAQs
What is call monitoring software?
Call monitoring enables call center managers to monitor each call center agent and their performance. By using call monitoring software to track inbound and outbound calls, managers can see their team’s performance firsthand, leading to better insights and more informed decisions.
In addition, call monitoring software often includes tools that:
- Allow supervisors or trainers to whisper to agents in training, without interrupting or interfering with the actual call.
- Enable management to monitor all call center agents throughout a distributed workplace, and check the quality of their calls remotely.
- Record live calls, so the best agents can be used as examples for training.
- Take over a call instantly during training, in the scenario that a call might make a negative impact on the customer relationship.
- Use real-life examples for sales/marketing to direct their efforts and better understand why customers reach out to the organization’s call centers.
In addition, call monitoring creates an improved customer experience by creating agent coaching opportunities. Well-trained call center employees will facilitate better conversations and problem-solving with customers on the other end. Plus, features for improved training minimize the chance of a customer having a bad experience with a new agent and not getting the information they seek, solely due to the agent’s inexperience.
Can a call be monitored legally?
In many cases it’s possible to legally record calls as long as certain practices are followed. Because of these specific parameters, extensive background research is needed to understand your industry’s legal requirements. Legal requirements often cover issues of participant consent, regulations about the storage of recordings, and the legality of pausing and resuming live recordings.
For more about compliance, see: Talkdesk GDPR Compliance and Talkdesk California Consumers Privacy Act (CCPA) Compliance.
Why is call monitoring important?
Call monitoring gives you a firsthand view of your contact center’s interactions with customers via phone calls. You will be able to better train agents, understand customer needs, and improve overall call center performance with the insights gained by call monitoring. Without it, you can only gain an incomplete picture of your center’s performance, through tactics such as word-of-mouth from agents’ peers and customer feedback.
How many calls should be monitored in a call center?
This answer depends on the nature and industry of your call center. But it’s important to strategize how many calls are being monitored at a given time using a training program or scorecard system. Call quality monitoring software is best used alongside benchmarks and other internal resources to incentivize and reward good agent performance.
How does call monitoring work?
Call monitoring enables your supervisors or trainers to listen in on calls, without the agent or customer knowing. Legal parameters, such as notifying customers that their call may be recorded and asking them to accept these conditions before proceeding into the conversation, prevent any of these practices from creating legality issues. Our call monitoring system also uses an interface for storing call recordings and managing the call center from a big-picture level.
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