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Call Monitoring

Many companies use call monitoring software to enhance the clients’ experience and improve the internal processes, such as the training of the new agents. Call monitoring is a simple yet effective practice used to create an optimal training program and gather information about clients’ needs, problems, etc.

There are a lot of benefits of call monitoring. It’s a solution worth considering if you want to ensure the best experience for your customers and your employees.

What is call monitoring?

Call monitoring in Yeastar phone system is an integral component of call management. It entails the active practice of listening, recording, and enhancing customer-agent interactions. This crucial process is commonly employed in call centers or organizations that heavily rely on telephonic customer service.

For enterprises with extensive recruitment and training needs, call monitoring presents itself as a viable solution. The implementation of call monitoring software facilitates real-time guidance for new agents, significantly improving their performance during live calls. Consequently, this tool proves invaluable in optimizing training efficiency across different contexts, including remote agent training.

How does the call monitoring software work?

Understanding How a Call Routing System Works

The call monitoring software, included in the Yeastar phone system and its built-in call center solution, offers you the opportunity to observe, listen, and record agents’ calls.

With its help, you can easily take action if the situation requires it. A coach or supervisor can intervene on the spot when the agent needs support, or the call has to be taken over. You are able to join the live calls, much like during the conference, to resolve any issue by guiding the agent with or without the client’s knowledge. You can also listen to the recorded calls by Yeastar call center monitoring software, helping call center agents to deliever high quality service.

Methods of Call Monitoring

Yeastar phone system offers several methods for call monitoring. Authorized users can conveniently listen in on active calls when working on the operator panel and queue panel.
If users only have phones available, they can configure feature codes for different call monitoring modes and assign permission to specific users. In this way, the authorized users can operate specified monitoring mode by dialing feature code + extension number.

Yeastar Call Center Solution

Call Center Solution

Besides the call monitoring feature, you can also enjoy multiple efficiency-improving features in one single call center solution to help you handle incoming calls. Go beyond a call center software, it covers a bundle of functionalities to deliver greater customer experience.

Yeastar call center supports dynamic call routing strategies and customizable options to quickly connect customers and agents. To minimize waiting time, there is priority queue for VIPs, and customers have the option to stay queue positions and receive queue callback later.

As a manager, you have access to queue panel, where all call activities are visualized, allowing you to monitor the performance of your service center and identify areas for improvement. Additionally, Yeastar call center provides a central wallboard that displays 17 key performance metrics, enabling you to conduct in-depth monitoring, management, and optimization.

More about Yeastar call center solution. →

What call monitoring features can improve your call center performance?

Call Listening

The call listening feature enables authorized users to monitor live calls without the ability to communicate with either party. It is commonly used by supervisors to track the daily activities of sales representatives and evaluate their sales performance.

Call Whisper

It's one of the most useful call monitoring techniques. Call whisper, in other words, is giving instructions to the agent during the live call without interrupting the conversation with the customer. Only the agent is aware of the fact that there is a third person on the call giving them instructions. It's a great way to intervene and coach the agent to solve the customers' issues successfully.

Call Recording

Call recording is a feature that records phone conversations and stores them for future retrieval. This valuable tool is often utilized by quality assurance teams to analyze call data and improve customer satisfaction. The recordings are also a part of the agents' training.

Call Barging

Another useful call monitoring feature is called call barging. It allows supervisors to join ongoing calls when agents encounter challenges in resolving customer problems or make frequent mistakes. Managers can communicate with both parties on the call without the need for call forwarding or waiting on hold.

call routing

Benefits of Call Monitoring

Quality Assurance

Call monitoring help ensure the best call quality and customer service. Call monitoring software is a tool to control the quality of your services, streamline quality monitoring, catch potential problems and solve them so they don't impact the call center performance.

Enhancement in Coaching

Training is the key part of every employee's journey. With call monitoring, the coaches have perfect conditions to work with agents in active call situations, where they can instruct them on the spot. This kind of feedback is a great help for agents in training that can quickly improve their performance.

Fast Intervention

Coaches and supervisors can quickly join the call, assist the agent, or step in the call altogether. There is no need to transfer customers and keep them on the line. Everything can be done during just one conversation, which positively influences the clients' experiences.

Remote Training

Call monitoring software is a great solution for call centers and other businesses that have teams working remotely to improve the agent performance and provide the best quality of the services. This way, agents can count on immediate support from their supervisors regardless of locations.

Compliance with Regulations

Call monitoring can help ensure that all employees are following policies, procedures, and regulatory guidelines related to customer calls. This can include how they handle complaints or inquiries as well as whether they are taking steps necessary to resolve any problems that arise during calls.

call routing-FQA

Call Monitoring FAQs

What businesses can benefit the most from call monitoring?

Call monitoring has a wide range of applications and can help any business that uses phone calls as part of its daily operations, including:

  • Large sales teams with multiple people making outbound calls.

  • Companies and organizations that receive a lot of inbound calls.

  • Businesses that have an in-house call center.

Call monitoring can also be beneficial to small businesses who rely heavily on customer service. It helps them make improvements to their customer service procedures, leading to higher sales conversions rates.

As long as your company provides customer service through the phone, you can benefit from including call monitoring software in your business phone system.

Can calls be monitiored?

Yes, in many countries, there are legal provisions that allow authorities to monitor and intercept telephone conversations for law enforcement purposes.

Additionally, companies may also monitor calls made on their own telecommunication systems for quality control, training purposes, or to ensure compliance with company policies and regulations. This is especially common in customer service settings, where calls may be recorded or monitored to improve the overall customer experience.

However, it's worth noting that the specific laws and regulations around call monitoring vary from country to country and depend on the context of the monitoring. It is important to familiarize oneself with the relevant laws and regulations in the jurisdiction where the calls are being monitored.

Why Is Call Monitoring Important?

A lot can be achieved with the right tools and educated staff. Call monitoring is important for a few reasons. These would be:

  • Services quality assurance

  • Getting accurate feedback from the clients

  • More efficient training of the staff

  • Immediate assistance in complex cases

  • A lot of flexibility in conducting your business, including working remotely.

What are the best practices of call monitoring strategy?

Developing the right call monitoring strategy can considerably improve the workflow and broad understanding of what your staff should be working towards. A few elements can contribute to the success of such a strategy. Here's what a good call monitoring plan includes.

Determine What You Want to Achieve

You need to know the purpose of your call monitoring strategy and figure out the type of calls that you want to monitor. For example, if the main reason for your call monitoring is customer satisfaction, then it would be best if you were monitoring customer service calls only. If your aim is to reduce employee turnover rate or improve employee productivity then it may be beneficial for you if you could monitor all types of internal and external calls.

Being Mindful of the Quality of Agents' Performance

Usually, there is more than one metric that tells us something about the agents' performance. One aspect that is often taken under consideration is AHT, which stands for average handling time. Many call center managers emphasize this metric, but it would be a mistake to only focus on the AHT.

A call monitoring system allows your managers to access call recordings and evaluate another significant factor: the quality of services that agents offer. It's common that agents who spend more time with the client provide better service. That is why it is always important to have a complete picture when evaluating agents' performance. Call monitoring software gives you that chance.

Promoting Self-Assessments

One of the best ways to ensure the best quality of services is to equip employees with self-assessment tools that will allow them to see their progress and learn from their previous interactions with the customers.

This would include tools like evaluations sheets, training sessions focusing on building agents' confidence, and other learning tools.

Selecting the Right Call Monitoring Software

Of course, even the best call monitoring strategy might not be effective if we are forced to work with a system that does not fit our needs. That is why choosing the right call monitoring software is crucial.

It's important to find a solution that will give you freedom in how you conduct your business. At Yeastar, we offer products that will make your work much easier on almost every level. Our business phone systems offer call monitoring, Interactive Voice Response, post-calls surveys, real-time reporting, etc.

Sharing the Responsibilities with Others

To guarantee the managers and agents have the best conditions to perform their tasks and they are not too overwhelmed with the responsibilities, it might be a good idea to create teams that will take over some of the decision-making processes when managers are preoccupied with other projects.

Special call monitoring task force or team could be a great way to prepare the best agents for the roles of managers and free some of the managers' workload. Their responsibilities could include scheduling training sessions, being helpful support for the new agents and updating resources, etc.

Flexible Deployment Options: Cloud-based or On-premises

Available in the Appliance, Software, and Cloud Edition, Yeastar provides flexible deployment options,
allowing you to have your PBX system sited on-premises or in the cloud.

Appliance Edition

If you prefer a plug-and-play system deployed within your company to ensure complete control, the Appliance Edition is the perfect fit.

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Cloud Edition

Want to eliminate the workload of hardware installation while having your phone system up & running immediately? This is the option for you.

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Software Edition

You make the call whether to install the PBX system on a hardware server, a virtual machine, or even in the cloud.

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