Live Call Monitoring: Everything You Need to Know

Communication is an indispensable element of any business, but do you think mere communication is enough? No, not at all! The business communication must be Professional and Polite. Is everyone in your organization is making use of polite and professional conversation? You may say, yes, but can you say that confidently? A majority of business owners can’t guarantee that their employees are communicating with the best etiquette with their customers and vendors. Although we all know in corporate industry the usage of words, tone and language can make or break a deal. To overcome this major concern, all business must use a reliable tool that can assure the call quality. The Live Call Monitoring Solution is a comprehensive tool that you can use to control the call quality in the most effective way and that, too, in real-time.

What is Live Call Monitoring?

The live call monitoring is a software solution that lets you (your company’s managers) listen to the ongoing call without consciousness of the speaker and caller. The advanced call monitoring system also provides many more features that you can use to take control of the call, as and when needed.

Key Features of the Ongoing Call Monitoring System:

There are various call monitoring solutions available in the market and the feature can vary from solution to solution. Some of the key features are listed below:

• Dashboard
• Phone book
• Live call statistics
• Call barge-in
• Listen the ongoing conference
• Whisper
• Extension support
• Take control of the call
• Hang up
• Call notes
• Call recording
• Call tagging
• Notifications
• Caller ID
• Call detail reports
• And more

The live call monitoring system can be used with any VoIP solution. The VoIP experts can integrate the live call monitoring system within your existing communication solutions, including, but not limited to:

• IP PBX
• Call Center
• Voice logger
• VoIP softswitch
• And more

Key Benefits of Live Call Monitoring System:

It offers many benefits to the organization. Let me share the top 5 of them.

1. Assure the call quality

You can monitor any ongoing call and conference. You also don’t need to sit on your desk to do this. The call monitoring system can be accessed from any device, from anywhere, at anytime. Thus, you can supervise your team for the call quality in real-time.

2. Coach in real time

The live call monitoring system will let you whisper to your executive without knowledge of the customer / vendor. This way you can coach the team in real time. This real-time coaching will be more efficient because your staff will be aware of the case and context, which may be forgotten later on.

3. Handle suspicious calls effectively

The live call monitoring software is a really powerful tool. It not only let you monitor the calls for the code of conduct, but it also provides some features that give alert for the possible fraud calls or suspicious calls. This helps in saving significant efforts, time and resources otherwise wasted on a fake or fraud call.

4. Increase productivity

The call monitoring system definitely increases the productivity of the staff because of the features it offers. It provides the statistics and certain GUI based features that will let you create some policies to improve the workforce and the code of conduct as well. The well monitored and coached staff can contribute to increased productivity.

5. Improve brand value

Your staff is face of your brand. The way they behave and communicate represents your company in the world and that’s why their professionalism can empower your brand. The live call monitoring system will give you the areas to work on and improve. The improved code of conduct and call etiquette will help in increasing the positive experience to customers and vendors. This will increase the brand value.

End Notes

The live call monitoring solution is provisioned with powerful features that can be used to improve many areas of your business along with the communication. We have one of the most advanced and multilingual live call monitoring systems. Contact us for more details.