This feature is pretty self-explanatory; with our software, you have the ability to listen in on a call as it is happening in real time. You will be listening in through the software, so you won’t be picking up the phone and becoming the third person on the line. The agent and the customer on the line won’t be able to hear you or hear you join the line, but you will be able to hear both sides of the conversation live. (If you join the conversation late, you are able to go back 60 seconds to listen in).
This is a useful tool to see how an agent is handling a situation in real time, rather than after the fact. The benefit of live monitoring is that you can monitor an escalated call and determine if, and when, an agent needs a manager to step in.
If an agent is in an escalated call, the first option is to live monitor and see how the agent handles the call on their own. The second option is to send notes to the agent, either through the system by adding a note to the notes section, or through an internal system, such as e-mail. The third option is to live monitor until it is determined that a manager needs to step in to take over the call.
It can also be used just to check in on an agent’s calls randomly, to make sure the call is being handled professionally and friendly, with all necessary questions asked, and all information gathered, correctly and efficiently.
The benefits of live monitoring are endless and not limited to the few summarized above. To learn more about the benefits of live monitoring and our call recording software, call 1.949.457.0650 and we’ll put you in touch with an account manager.
Last Updated on January 30, 2019