Real-Time Call Monitoring Software: Track Calls & Improve CX

Call monitoring is the practice of tracking and analyzing phone conversations between customer service reps and customers. This is done with the purpose of boosting customer experience by improving the quality of interactions. As phone calls remain a crucial touchpoint, businesses are vigorously utilizing call monitoring software to unlock valuable insights within their customer interactions.

A call monitoring software not only provides quality assurance but also serves as a valuable asset in resolving legal disputes. Additionally, it allows supervisors to access agent performance and provide personalized coaching, as well as train new agents. In other words, call monitoring software is a power-packed tool for businesses seeking to analyze calls, identify trends, and empower their telecalling team to deliver exceptional customer service.

Looking to enhance your customer support? Check out our guide on Call Center in Bangalore.

Understanding Call Monitoring Software

A call monitoring software is designed to monitor phone calls and provide insights into agent performance, which can be used to improve customer service interactions.

Different Types of Call Monitoring

Depending on how the supervisor interacts with the call and the timing of the monitoring, the different types of call monitoring are divided into two main categories: real-time monitoring and recorded call analysis.

Within these categories, call monitoring software offers different functionalities. Let's understand the main types.

1. Real-time Monitoring: As the name suggests, this process involves overseeing and analyzing phone conversations in real-time. Listed below are the different types of monitoring that come under this category.

• Live Call Listening: Supervisors can listen in on live calls to assess agent performance and provide discreet feedback later.

• Call Barging: It allows the supervisors to intervene directly by joining an active call to assist a struggling agent or handle a complex situation.

• Call Whispering: Supervisors can talk directly to an agent during a call without the customer hearing, offering real-time coaching or clarification on procedures.

2. Recorded Call Analysis: This analysis allows the supervisors to review and dissect phone conversations that have already been captured. Here are the different types of call monitoring within this category.

• Call Recording: This is the most common type of call monitoring, where calls are recorded and stored for later review.

• Speech Analytics: This type of call monitoring leverages AI to analyze recordings and provide insights.

Also Read: What is Cold Calling?

Set up Your Call Center Call Monitoring Software with SquadStack

SquadStack is a tech-powered contact center that aims to transform modern businesses' call quality monitoring processes by utilizing AI and human expertise. We combine manual audits and measures to prevent data drift, guaranteeing the accuracy of AI-generated quality scores.

Furthermore, SquadStack samples 15% of total calls across 23 quality parameters that can be added or removed according to your business needs. Our smart sampling rate of 12% significantly reduces incorrect qualifications, surpassing industry standards of 1-2%.

Moreover, our dashboard gives complete visibility into call quality with metrics like quality scores and total audited calls. Ensure compliance with SquadStack’s AI-driven call quality monitoring and boost customer satisfaction.

The Power of Call Monitoring: Benefits Beyond Quality Assurance

Call center monitoring software delivers numerous advantages for everyone involved, from customers and agents to management and overall business health. Let’s explore some of the top benefits.

• Improved Customer Service: Call monitoring software lets supervisors identify areas where agents struggle and tailor training to address them. This creates a feedback loop, leading to more skilled agents who can tackle complex situations and satisfy customers. By analyzing calls, businesses can also pinpoint customer pain points and proactively improve their service offerings.

• Training and Development: With the help of call monitoring software, supervisors can transform the effectiveness of training programs. They can switch to real-world situations instead of hypothetical scenarios. This software facilitates identifying common customer issues and agent knowledge gaps based on actual calls. This allows for targeted training using real examples, making it more relatable and impactful.

• Quality Assurance: Call monitoring software maintains consistent service quality. It allows supervisors to listen and review live or recorded calls to make sure agents are following company policies and communication protocols. This ensures a consistent and professional experience for every customer, regardless of the agent they interact with. Additionally, recordings serve as valuable documentation in case of disputes.

• Performance Metrics: Tracking performance metrics or KPIs such as first-call resolution rates, customer satisfaction scores, and even ROI ensures a data-driven approach to effective call center operations. Data from call monitoring software can help identify top performers and pinpoint areas for improvement, leading to a more effective and successful business.

Features to Look for in an Ideal Call Monitoring Software Solution

Seeking a solution for your contact center's call monitoring needs? SquadStack's AI-powered platform is a comprehensive customer engagement solution that empowers you to analyze calls, identify trends, and coach agents for peak performance.

Call Recording & Monitoring: This feature facilitates real-time monitoring along with recorded call analysis. It allows you to assess real-time and historical call data, helping you identify training needs and ensure adherence to protocols.

SquadStack captures the entire lead journey. We provide complete visibility into the captured data, including call recordings and lead attribution. This ensures compliance with regulations and optimization of your customer service.

Analytics and Reporting: The analytics feature unlocks hidden trends and insights from your call data, while the reporting feature helps you make strategic decisions about call center operations, agent training, and even product development.

Leverage SquadStack’s analytics dashboard to get a clear view of all the active campaigns and track performance metrics with weekly and monthly trends. With our simple analytics and actionable insights, you can optimize campaigns for maximum ROI and make data-driven decisions to boost your success.

Integration: The integration feature facilitates streamlined workflow and provides a unified view of customer interactions. Seamless integration with existing business tools encourages data to flow freely, saving time and reducing errors. Plus, integrating call monitoring software with your CRM provides a complete picture of the customer journey.

In addition to seamless integration with standard CRMs such as Salesforce and Pipedrive, SquadStack offers custom integration with your tech stack. This seamless integration empowers you to enhance your customer satisfaction by providing personalized services.

Compliance and Security: Compliance and security are non-negotiable features of a call monitoring software. Since call recordings often contain sensitive customer information, the call monitoring software must ensure the protection and encryption of data according to specific call recording regulations.

SquadStack, being an ISO/IEC 27001:2013 certified company, prioritizes data privacy. We strictly adhere to the regulations by following specific measures, including data encryption, data purging, DND, and spam checks.

Call Routing: The call routing feature within the call monitoring software can boost customer experience by analyzing important factors to reduce wait times and frustrated customers.

SquadStack's lead matching engine analyzes factors like customer data and effectively routes incoming calls to the most appropriate telecaller within the defined skill range. This optimizes the chance of a successful first-call resolution and happier customers.

How a Call Monitoring Software with Speech Analytics Empowers Your Customer Service

A call monitoring software with speech analytics uses AI to analyze recorded calls and extract valuable insights. SquadStack utilizes its speech recognition models to convert all call recordings into transcripts that are securely stored on the AWS S3 bucket.

The captured data, along with the original call recordings, are then used as inputs to build scripts, FAQs, and even knowledge bases for callers.

Enhance the customer service experience for your clients by leveraging SquadStack's speech recognition feature, which empowers agents to provide better assistance.