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What does call monitoring mean?

In a call center, call monitoring is the action of listening to live calls or to recorded conversations between a customer and an agent. Call monitoring is also known as “call logging”, “agent monitoring”, or “quality monitoring”.

We often associate call monitoring with quality control and training purposes. However, it can be used for various businesses and departments:

• in a Call center, where a high number of calls are managed every day, call monitoring is used to determine if and when callers’ needs are met in the appropriate ways, if agents are following the business’ guidelines, or other standards are being met. Call monitoring can also be used by answering services, where the people taking the calls often are external to the business for which they take the call. Call monitoring in a call center allows to understand what is going wrong or can be improved.
• Sales departments use call monitoring in many ways: listen to trainees to support them in their work, or use monitored calls from experienced sales as best practices. It can be used also to improve sales workflow, understand how to manage special cases and answer effectively to the most frequently asked objections, or to verify that representatives are mentioning any offer or service they are supposed to mention.
• Marketing departments can also take advantage of call monitoring to determine the quality of the leads they are collecting with their activities. At the same time, marketing representatives can also verify that marketing messages and sales messages are aligned and coherent. A mismatch between the two could cause in potential customers confusion, and lead them not to reach the conversion stage.

To know more about call center call monitoring view the barge-in definition.