Having the right tools to monitor a call center’s activity is essential for meeting quality assurance standards. With that in mind, we pay special attention to whether these platforms have call center monitoring software.
Using different coaching and monitoring tools, call center managers can listen to live calls in the background as they happen. Neither call agents nor callers are aware that someone’s listening to their conversation.
This practice is excellent for reviewing agents’ work and spotting weak spots in caller-agent interactions. Based on the results, managers can provide agents with instant feedback and additional training in areas that can be improved upon.
Call center software solutions with the live-call agent coaching and monitoring functionality typically support the following:
- Call listening – Using this feature, call center managers can listen to a live conversation without interfering. Instead, managers take notes about an agent’s work and provide feedback later.
- Call whispering – Call center managers can coach and instruct their agents during a live call without letting the caller know about it.
- Call barging – If a call agent struggles with a call or needs assistance, call managers can step in and help the agent. This practice helps avoid call transfers, thus improving the quality of customer service.
Along with call recording and call disposition, which we’ll later discuss in more detail, these three features are all essential components of call center management software.
Their primary uses are training agents efficiently, improving the overall quality of customer service, and identifying any potential issues in customer-agent interactions.