What is Call Monitoring?
Call monitoring is the process of recording and analyzing phone calls in order to improve customer service. This can be done either manually or with call recording software.
Call monitoring can be used to evaluate agent performance, identify training opportunities, and track customer satisfaction. It can also help businesses detect fraud or compliance issues.
When call monitoring is used for quality assurance purposes, it can help businesses identify issues with their product or service. Call recording can also be useful for legal purposes, such as investigating customer complaints.
How Does Call Monitoring Work?
Call monitoring involves recording phone calls and then listening to them at a later time. This can be done manually by using a tape recorder, or it can be done automatically with call recording software.
Call recording software will store the recordings in a digital format, which makes it easy to search and playback. Call monitoring software typically includes features such as call transcription, keyword spotting, and call analytics.
What Are the Benefits of Call Monitoring?
There are many benefits of call monitoring, such as improving customer service, evaluating agent performance, identifying training opportunities, tracking customer satisfaction, detecting fraud or compliance issues, and investigating customer complaints.
Call monitoring can help businesses save money by identifying issues with their product or service. It can also help businesses improve their brand reputation by ensuring that customer calls are handled in a professional manner.
What Are the Different Types of Call Monitoring?
There are two main types of call monitoring: active and passive. Active call monitoring is when a supervisor listens to phone calls in real-time. This type of call monitoring can be used to provide feedback to agents, identify training opportunities, and resolve customer issues.
Passive call monitoring is when recordings of phone calls are reviewed at a later time. This type of call monitoring can be used to evaluate agent performance, track customer satisfaction, and detect fraud or compliance issues.
