Call center monitoring software provides quality monitoring that improves the life cycle performance of campaigns. Phone calls received by a call center are monitored to make sure that customers are given the appropriate and correct information for solving their problems. Monitoring tools can track calls from the time they are received by the call center agent to completion.
Call monitoring can be live or recorded. Most call center systems provide for both ways to monitor live calls. The “barge in” facility means that a supervisor is able to join the call in a conference, while “listen in” means that a supervisor can only listen to the call, and cannot talk with the customer or the representative. In addition to these monitoring options, some systems allow a supervisor to take over and close the call.
Some clients require full monitoring and recording of calls. This typically happens in highly regulated industries like telephone service sales where third party verification (TPV) systems are in place to guard against fraud. Another area requiring complete call monitoring is market research where response is evaluated based on both...
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