All FeaturesCall Center ManagementCall Monitoring

Use the Call Monitoring feature to improve your First Call Resolution

Call Monitoring feature allows call center admins and supervisors to discreetly listen in on conversations between your agents and your customers or prospects. Use the real-time dashboard to view the list of active conversations that are currently taking place. When you join an active call as an Admin/Supervisor, Freshcaller will put you on mute while you listen to the conversation. Call Monitoring helps you to evaluate both your agents as well as your communication strategies and improve your entire business call center. Continuous Call Monitoring and improvements to your call center team will directly help in improving your First Call Resolution(FCR) percentage. The higher the FCR value, the better is your call center performance. Call Monitoring is quite useful for distributed teams and enables the supervisors to maintain the quality of the call center by having their eyes and ears everywhere without having to be physically present.

  • Increase agent productivity : Manage, train, and support agents to be more productive, efficient, and contribute better to your business
  • Manage calls remotely : Cloud-based call centers ensure that you can monitor or join calls even when you/ your team is working remotely or out of office