Call Monitoring

Author: CCa2z

Date: 19th October 2009

Call monitoring is the ability to listen in and observe agent calls and their interactions with customers.  It is important not just to listen to calls but to view screen interactions and observe call fulfilment.

The calls will be scored by a supervisor or quality team and generally will cover the following;

Voice, soft-skills and product / technical content

The call scoring should be reviewed with the agent.

Agent calls can be listened to live or via call recording.

Live calls can be listened to remotely (agent unaware) or side-by-side.

Some calls should be listened to remotely, live, to observe agent overall behaviours.


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