Call Monitoring Software for Call
Center Management

Call monitoring software is used in call centers to listen in on active calls between call center agents and customers or prospects. Call center managers or supervisors may want to do it for various purposes, such as assessing the quality of interactions, monitoring agent performance, or identifying issues and improvement opportunities. Call monitoring features are often part of call center software solutions.

The benefits of call monitoring are indisputable. By monitoring your sales team’s calls, you can dig deeper into how well your reps are presenting their sales pitch to your prospects, how consistently they follow scripts, and where there's room for improvement. Similarly, by monitoring your support team’s calls, you can hear first-hand how your agents handle customer issues or deal with complaints and whether they deliver the level of service customers have come to expect. Based on that, you can provide targeted coaching to enhance your team’s performance, increase sales, and improve customer experience.

You don’t have to monitor all your team’s calls, of course, but how many then? While there is no universally acceptable standard for how many calls must be monitored in a call center, surveys show that managers typically monitor 5-10 calls per agent per month. Overall, you can reduce the number of monitors for agents who are consistently hitting their performance targets and instead focus more on monitoring and coaching those reps who demonstrate lower performance.

Choosing the best call center quality monitoring software comes down to selecting the software with the most relevant set of features critical to your call center needs. Do you want to be able to join in on live calls and provide on-call guidance to agents? Would you like to have your calls automatically recorded and securely stored for future reference? Are you additionally looking to have advanced call reporting features? VoiceSpin’s call center software has it all and much more.