logo-line-color Created with Sketch.
Start your free trial

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.

Whispering

Whispering

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
Try Ringover for free for 7 days
Improve your customer service levels
using call monitoring from Ringover
Try it for free

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.

1

Open your Dashboard

2

Select the call you want to listen to

3

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.

Ringoverview

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.

×
photo stephane

Welcome to Ringover!

Contact our sales team

or give us a call

+1 438 448 4444

×
Contact our sales team
  • United Kingdom
  • USA
  • Canada
  • Australia

Other country?

    Contact our sales team
    Thank you !
    We are processing your contact request and will get back to you as soon as possible.