Use the call monitoring feature to easily evaluate agent performance and maintain high standards for your call centre. Conduct training sessions and offer effective coaching by joining conversations in real time.
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.
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.
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.
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.
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.
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.
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.
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!
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.
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.
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.
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Improve your customer service levels using call monitoring from Ringover
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.
Call monitoring FAQs
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 Power offers.
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