"Call monitoring" refers to the ability to monitor telephone calls in real-time to improve the quality of customer service interactions or conduct training for employees.
Typical functions of software in the area of call monitoring may include:
Real-time monitoring: Ability to monitor ongoing calls live to assess the interaction between agent and caller.
Call recording: Recording telephone calls to review interactions later or conduct training.
Agent evaluation: Evaluating the performance of agents based on criteria such as friendliness, efficiency, or accuracy.
Coaching features: Ability for supervisors or trainers to join ongoing calls to provide feedback to agents during the conversation or offer tips.
Quality assurance: Monitoring calls to ensure that the service quality meets company standards and ensures compliance with regulations.
Reporting: Generating reports on call statistics, agent evaluations, and trends in customer behavior.
Custom alerts: Setting up notifications or alerts for specific call events or patterns.