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What is call monitoring?

Monitoring live calls allows you to analyze your agent calls in the moment. By monitoring calls, supervisors can help improve agent performance, offer training and advice as needed and deliver a high-quality, consistent customer support experience.

What is call monitoring?

Ways to monitor calls

Verify the quality of responses that your customer support agents provide over the phone or the sales method used by your agents approaching prospects by phone.

Live call listening

Live call listening

The foundation of call monitoring or double-listening happens without the knowledge of either party on the call. It is commonly used by supervisors and managers to take notes and provide feedback after the call.



The secret weapon of call supervision success. This feature allows the supervisor to speak to an agent directly during an active call without their caller hearing.

Call barging

Call barging

Jump right into any live call. The manager can speak to both parties on the call without the need for call transfers or spending time on hold.

Call recording

Call recording

A more long-term approach to call monitoring. Recording calls ensures that agent conversations - whether inbound or outbound - can be stored safely and then easily retrieved when needed later on.

Benefits of call monitoring

Your call centre is a fundamental part of your business. It’s crucial to pay close attention to the quality of inbound and outbound calls that pass through your business so that you can make improvements.

Enhance customer service

Monitor live calls from your customer support team and monitor the effectiveness of your agents in responding to customer requests.

Enhance customer service

Boost sales results

Call monitoring is critical for your sales team. Understand how leads are being handled once they reach your sales reps or assess the quality of product or service pitches being delivered over the phone.

Boost sales results

Evaluate your customer service levels

Verify the quality of responses that your customer support agents provide over the phone, or assess the approach used by your salespeople when talking to leads.

Evaluate your customer service levels

Train your team

Initiate call monitoring to properly onboard new hires via live and engaging training sessions. Have them listen directly to the best agents’ conversations so they can pick up on their conversation styles and techniques.

Train your team

Coach new agents

Monitor new agents as they embark on their first experience on the sales floor by listening to their conversations. With the call data provided, you can suggest improvements to help them smash their targets!

Coach new agents
Enhance customer service Boost sales results Evaluate your customer service levels Train your team Coach new agents

Who uses call monitoring?

Call centre managers

Supervisors can monitor calls to ensure that call quality standards are being maintained and that agents are attending to customer queries in the right manner and as quickly as possible. Managers can take advantage of call whisper and barging to chime in on live calls, offering quick advice and turnaround solutions when agents find themselves in a jam.

Call centre managers

Marketing departments

Knowing how well leads are converted once they are passed over to sales agents is key, and monitoring calls allows you to do just that. Join active calls or relisten to call recordings to assess how sales reps present a particular product or service and hear how prospects respond. Use this data to tailor marketing campaigns and create great content customers love.

Marketing departments

Sales and customer support

Properly train and coach new hires from day one using live and recorded calls from the best agents. Revisit customer calls to find key details that may have been missed during the original call.

Sales and customer support

Discover the simplest call monitoring software

Easily access an active call from the dashboard in real time. Listen to customer calls discreetly without the agent being interrupted. Monitor your team regularly from one call to the next.


Open your Dashboard


Select the call you want to listen to


Listen to the call or join the conversation in just 1 click

Supporting features for call monitoring

Advanced statistics

Boost team productivity and enhance call analysis using advanced statistics.

Agent performance

Obtain statistics at the agent level to pinpoint specific areas for growth and improvement.


Display a bespoke version of your call centre statistics on dedicated screens at your office.

Our customers’ feedback

Overall Rating

4.8/5 281 reviews Based on 281 reviews.
This average is drawn from ratings of customers who have used any of the cloud communication services offered by Ringover.

Patrick M.

13 jan 2023

A telephone switchboard that meets our needs!
As a company, we needed a dedicated line for marketing and manufacturing a new product!
Ringover set us up with the ideal solution to meet this need!

Elyes G.

2 dec 2022

Great support team, great app, great dashboard.

Katell D.

4 nov 2022

It was a real pleasure to set up this telephony.
I could manage the switchboard and voice messages.
The customer pathways was really easy to set up.

Justin C.

12 jul 2022

We’ve just set up Ringover within our call centers and we’re delighted, the UX is intuitive and the customer services are top of the range, our account manager is always available. Thank you!

Thomas Y.

22 apr 2022

I discovered the Ringover solution by getting in touch with the company. Thanks to Ringover, I can work from home as if I was in the office, and can maintain internal communications without extra kit. Plus, the interface is extremely simple to use and also offers a huge range of features.

Call monitoring FAQs

  • Which type of business should use call monitoring?
  • Are all users able to monitor calls?
  • Can multiple people listen in on a live call simultaneously?
  • How much does it cost to monitor calls?
  • What is call monitoring in a call centre?
  • What are the types of call monitoring?
  • What are the benefits of call monitoring?
  • How can I monitor a cell phone call?

Which type of business should use call monitoring?

Any company that has a team in charge of handling calls (customer service, sales, or technical support, for example) should use call monitoring software to allow their managers to monitor and improve their agents’ call quality. There are no rules on team size when it comes to monitoring calls with Ringover. Even a team of two can do this easily and when they expand in size, they’ll be well acquainted with using this feature.

Are all users able to monitor calls?

Only administrators and users designated as supervisors may access features for listening to calls in real time.

Can multiple people listen in on a live call simultaneously?

Yes, supervisors and administrators can listen to an active call at the same time via their dashboards.

How much does it cost to monitor calls?

The call monitoring software is included in all our Business offers.

What is call monitoring in a call centre?

In call centres, call monitoring refers to the practice where managers and supervisors listen in on the calls between agents and customers in real time. The main objectives of monitoring calls are to:

  • Ensure that the agents maintain call quality standards
  • Evaluate the performance of agents
  • Improve the overall quality of customer support services
  • Train and coach new agents
  • Offer quick advice to agents during live calls

Call centres use monitoring tools and software to listen in and track agent calls. If you are using a cloud-based business phone system, you don’t need to invest in such tools and software separately – call monitoring is a feature included in their business call plans.

Evaluate the performance of your sales/support teams and ensure customer satisfaction by using the call monitoring feature of a business phone system. It enables you to listen to ongoing conversations, join live calls as a third party, give your agents help and advice in real time, and use feedback gathered through call monitoring to tailor your agent coaching.

What are the types of call monitoring?

Call monitoring can be of four types - live call listening, call barging, call whisper, and call recording.

  • Live call listening, also called double-listening, is when supervisors listen to an ongoing call without the knowledge of the agent or customer. They listen to a live call, take notes, and provide feedback to agents later.
  • Call barging is when managers and supervisors join an ongoing call as a third party and take over the conversation. They usually do this to help a struggling agent, prevent further escalation, or respond to a higher-order query.
  • Call whisper is a type of call monitoring where supervisors talk directly to the agent during a live call without the customer knowing to offer quick advice or solutions.
  • Call recording is the most basic form of call monitoring in which supervisors listen to recorded calls and offer feedback to agents. It doesn’t involve real-time monitoring of calls.

What are the benefits of call monitoring?

The call monitoring feature in a business phone system benefits companies, agents, and supervisors alike.

For companies:

  • Stick to call quality standards and company values at all times.
  • Cultivate a work culture based on constant learning and development.
  • Boost sales results by improving the quality of sales pitches.
  • Improve the efficiency of your sales and support teams.
  • Ensure high levels of customer satisfaction by offering consistently excellent service.

For managers and supervisors:

  • Evaluate the performance agents regularly and systematically.
  • Identify the areas where agents need improvement and design skill-building and training sessions accordingly.
  • Intervene and offer solutions in difficult situations or prevent escalations.
  • Enrich feedback data and use it for coaching existing and new agents.
  • Identify and rectify inefficient processes and compliance issues.

For agents:

  • Improve the quality of their performance.
  • Increase the rate of first-contact resolution.
  • Get timely help when required.
  • Improve productivity.

How can I monitor a cell phone call?

If you are a business owner who wants to monitor the business calls on company-owned cell phones, you could use a monitoring app or software. To do this, you need the permission of employees and should have clear monitoring policies in place. However, such apps don’t come with enterprise-level features. Moreover, the legality of using such apps is a matter of debate.

The best way to overcome this problem is to switch to a cloud-based business phone system that offers call monitoring as a feature. Most of these VoIP phone system providers have a mobile app that your employees can use to make calls from their smartphones using a business number.

You can access and monitor all business calls your agents and employees make through the dashboard. You can listen to live calls without agents or customers knowing, record calls, and intervene during active calls if required.

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