What is Call Monitoring? What are the different levels of monitoring available?
Call Monitoring helps supervisors listen to ongoing calls in real-time. Monitoring ensures that quality standards are being met for each call and helps gain valuable insight into the needs of your customers. The three different levels of call monitoring available are as follows:
Monitoring
Monitoring 'one-way' means the supervisors can listen to agent calls without any interference.
Whispering
Whispering allows the supervisor to speak directly to the agent over the call without letting the customer know. This is a great way of assisting agents when they are in a fix over a difficult call. In this case, though, the agent cannot talk to the supervisor directly without the customer's knowledge.
Barging
For times when it becomes unlikely that an agent will be able to resolve the customer's concern and the supervisor feels the need to step-in, Call Barging is the perfect solution. Barging makes this call a three-way conference and allows Supervisor to talk to the customer directly.
To learn how to activate the various stages of call monitoring visit here.
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