Monitor your agent calls

Use the call monitoring service to easily evaluate potential leads, agent performance, and maintain high standards for your call center. Never miss a sale by getting transcripts of conversations in real time.

What is call monitoring?

Call monitoring allows you to listen and analyze your call center agent calls in the moment. By monitoring calls i.e. establishing potential sales leads from other calls, supervisors can help improve agent performance, offer training and advice as needed and deliver a high-quality, consistent customer support experience.

Ways to monitor calls

Live call listening

The foundation of call monitoring. Live call or double-listening happens without the knowledge of either party on the call. It is commonly used by supervisors and managers to take notes and provide feedback after the call.

Call Monitoring Labelling

The secret weapon of call supervision success. This service allows the supervisor to receive HOT LEADS in under 15 minutes directly during an active SALE season.

Call barging

Jump right into any live call. The manager can speak to both parties on the call without the need for call transfers or spending time on hold because our service flagged the call in under 30 seconds.

Call recording

A more long-term approach to call monitoring. Recording calls ensures that agent conversations - whether inbound or outbound - can be stored safely and then easily retrieved when needed later on.

Benefits of call monitoring

Use the call monitoring service to easily evaluate agent performance and maintain high standards for your call center. Conduct training sessions and offer effective coaching by joining conversations in real time.

Enhance customer service

Jump right into any live call. The manager can speak to both parties on the call without the need for call transfers or spending time on hold.

Boost sales results

Call monitoring is critical for your sales team. Understand how leads are being handled once they reach your sales reps or assess the quality of product or service pitches being delivered over the phone.

Evaluate your call center quality

Verify the quality of responses that your customer support agents provide over the phone, or assess the approach used by your salespeople when talking to leads.

Train your team

Use call monitoring to properly onboard new hires via live and engaging training sessions. Have them listen in directly to the best agents’ conversations so they can pick up on their conversation styles and techniques.

Coach new agents

Monitor your agent’s first experience on the sales floor by listening systematically to their conversations. Use call data to suggest concrete improvements to their phone conversation techniques.

Who uses call monitoring?

Call center managers

Supervisors can monitor call transcripts to ensure that call quality standards are being maintained and that agents are attending to customer queries in the right manner and as quickly as possible. Call center managers can take advantage of call whisper and barging to chime in on live calls, offering quick advice and turnaround solutions when agents find themselves in a jam. Transcripts go right to your printer next to the sales agent!!

Marketing departments

Knowing how well leads are converted once they are passed over to sales agents is key, and monitoring calls allows you to do just that. IMMEDIATE TURNAROUND of SALES LEADS to assess how sales reps present a particular product or service and hear how prospects respond. Use this data to tailor marketing campaigns and create great content customers love.

Sales and customer support

Properly train and coach new hires from day one using live and recorded calls from the best agents and reps. Revisit call transcripts to find key details that may have been missed during the original call.

Supporting features for call monitoring

Advanced Statistics

Boost team productivity and monitor call transcripts using advanced statistics.

Agent performance

Obtain statistics at the agent level to pinpoint specific areas for growth and improvement.

sunSTRATEGIC view

Display a bespoke version of your call center statistics on dedicated screens at your office.

Call monitoring FAQs

Which type of business should use call monitoring?

In Store Sales Agents, Ecommerce, Any business that has customers calling in

Are all users able to use call monitoring?

YES!!!

Can multiple people listen in on a live call simultaneously?

We provide call transcripts – all sales agents can access these

How much does it cost to use call monitoring?

Fill in the form below or write to us on sherina@sunstrategic.com

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Use the call monitoring feature to easily evaluate agent performance and maintain high standards for your call center. Conduct training sessions and offer effective coaching by joining conversations in real time.

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