AnalytiCall’s Call Monitoring feature provides managers with the tools to oversee live calls, ensuring that each customer interaction meets quality standards and aligns with company goals. With a comprehensive set of monitoring options, including call listening, whispering, and barging, managers can support agents in real time, address issues as they arise, and improve overall call performance.

Live Call Listening

Observe Interactions Without Interrupting

Call Monitoring allows managers to listen in on live calls, gaining valuable insights into agent-customer interactions without alerting either party. This enables managers to evaluate call quality, agent communication skills, and adherence to protocol, all in real time. With this level of oversight, managers can identify areas for improvement and gather insights to shape ongoing training.

• Real-Time Observation: Listen in on calls without disrupting the conversation.
• Evaluate Call Quality: Gain insights into communication style, tone, and adherence to best practices.

Whisper Mode

Guide Agents Discreetly During Calls

Whisper Mode enables managers to speak directly to agents during a live call without the customer hearing. This feature is particularly useful for coaching agents through complex calls, providing support with key information, or offering real-time feedback. Whisper Mode ensures that agents have the guidance they need while maintaining a seamless customer experience.

• Real-Time Coaching: Assist agents with prompts or advice during calls.
• Maintain Customer Focus: Help agents handle complex situations without disrupting the flow of conversation.

Call Barging

Join Calls When Immediate Intervention is Needed

In situations where a manager’s direct involvement is required, Call Barging allows them to join the call and speak to both the agent and customer. This feature is invaluable for de-escalating challenging situations, resolving issues on the spot, or demonstrating support to both the agent and the customer. Call Barging empowers managers to take control when necessary, ensuring customer satisfaction and agent confidence.

• Direct Intervention: Join calls to resolve issues or provide additional support.
• Conflict Resolution: Step in to de-escalate situations and maintain positive customer experiences.

Quality Assurance and Training

Build a Culture of Continuous Improvement

AnalytiCall’s Call Monitoring tools are essential for quality assurance, providing managers with the data and insights needed to assess agent performance regularly. By reviewing live and recorded calls, managers can identify training needs, address performance gaps, and foster a culture of continuous improvement. The Call Monitoring feature serves as a powerful foundation for building a well-prepared, high-performing team.

• Quality Assessment: Monitor and evaluate calls to ensure service consistency.
• Training Insights: Use live call data to create targeted training and development programs.

Performance Analytics

Use Monitoring Data to Drive Decisions

Beyond live oversight, AnalytiCall’s Call Monitoring feature offers performance analytics that capture key metrics, such as call duration, response time, and customer satisfaction indicators. These insights help managers track agent performance over time, recognise top performers, and make data-driven adjustments to improve call handling and customer service standards.

• Comprehensive Metrics: Track call performance metrics for each agent.
• Data-Driven Improvements: Use analytics to make informed adjustments to team strategy.

Strengthen Customer Satisfaction and Team Confidence

By providing managers with real-time oversight, actionable insights, and coaching capabilities, AnalytiCall’s Call Monitoring feature enhances both agent confidence and customer satisfaction. With the ability to listen, guide, and support in real time, managers can ensure every call is aligned with company standards, fostering a positive and effective customer experience on every interaction.

AnalytiCall’s Call Monitoring empowers teams to deliver high-quality service, maintain brand integrity, and cultivate a supportive environment where agents feel guided and customers feel valued.