Call monitoring is the process of listening in to agents’ calls to track and improve their performance and to provide a better customer experience. While call listening only involves listening to ongoing/live calls, call monitoring encompasses all agent-related information like availability, number of agents in conversation, number of agents online, and their service level adherence. Call center supervisors can monitor and track these metrics through the live dashboard available with Freshcaller.
Monitor your agents to track their performance on calls. As a supervisor, you can join calls with just a click of a button, and listen in discreetly without the agent or customer being aware of your presence. You don’t have to be on-premise with your agents to monitor their calls, you can also track them discreetly through the live dashboard.
Listen in to your agents when they are in conversation with customers to monitor their performance. You can note down key points of improvement while listening in, and pass them on to your agents as feedback. This will help improve their overall performance and enable them to give a better customer experience.
As a manager, you may not get to interact directly with customers. Call monitoring software will help you join live calls, and listen to conversations. This will help you gain first-hand feedback on issues from customers, and help you understand what they actually want. It will also help you gain insights into the customer experience.
As a call center manager, it is crucial for you to track the quality of calls that come into and go out of your call center. There are different methods in which you can monitor your calls. quality. You can listen in on live calls, barge into ongoing calls, or listen to call recordings.
Once you sign up for Freshcaller, you can start monitoring calls in no time. All you have to do is buy or port in numbers, add agents, and start making calls. You can join and monitor a call anytime and from anywhere through the Freshcaller real-time dashboard. Freshcaller is a cloud-based phone system, so you can set it up, make calls and start tracking the performance of your call center agents right from day one.
Monitor service levels to understand how well your call center is performing. As a manager, you will be able to get a visual representation of service level targets, and how well your call center is performing against the set targets. This will help you gain quick insights into which operations need to be improved.
Measure abandoned call metrics to understand where the call drops are happening in the call journey. As call center supervisor, you can view the number of calls abandoned, whether they dropped off when ringing or when waiting in queue. You can use this data to improve the overall customer journey.
View the metrics that matter with the Freshcaller Reporting module. Evaluate your existing processes and conversation with the help of deep reports. Analyze the overall health of your call center, and understand the number of call transfers to identify areas for improvement.
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