1.
CALL
MONITORING
BEST PRACTICES

2.
Call Monitoring is a practice
used to analyze the ongoing
calls to gather valuable
insights, ensure quality, get
customer feedback and train
new agents.

3.
Call monitoring is important
for any call center business
as they are interested in
improving customer service
quality and reducing costs.
Here are 5 best practices of
call monitoring:

4.
C a l l c e n t e r m a n a g e r s
m u s t h e a r t h e e n t i r e
c o n v e r s a t i o n b e t w e e n t h e
c u s t o m e r a n d t h e a g e n t
t o a n a l y z e t h e c a l l
q u a l i t y a n d p e r f o r m a n c e
o f a n a g e n t .
1 . O B S E R V E E N T I R E
C A L L E R E X P E R I E N C E

5.
A g e n t s m u s t b e p r o v i d e d
w i t h s o m e t i m e t o
a n a l y z e t h e i r
p e r f o r m a n c e a n d f u r t h e r
t a k e s t e p s t o i m p r o v e t h e
q u a l i t y o f a c a l l .
2 . A L L O W A G E N T
S E L F - A S S E S S M E N T

6.
C a l l c e n t e r m a n a g e r s s h o u l d
l i s t e n t o m o s t o f t h e c a l l s .
T h e y m u s t p r i o r i t i z e t h e
c a l l s h a n d l e d b y t h e a g e n t s
s u c h a s p o t e n t i a l
c u s t o m e r s , r e c o r d i n g s w i t h
m i n i m a l i n t e r a c t i o n ,
c u s t o m e r s w i t h a b a d
e x p e r i e n c e , e t c .
3 . O P T I M I Z E C A L L
S E L E C T I O N

7.
A g e n t s m u s t b e t r a i n e d
w e l l t o r e s o l v e c u s t o m e r
q u e r i e s i n l e s s t i m e f o r
i m p r o v i n g c u s t o m e r
s a t i s f a c t i o n .
4 . F O C U S O N A G E N T
C O A C H I N G

8.
M a n a g e r s s h o u l d a s s i g n
d i f f e r e n t a g e n t s t o b e a
p a r t o f a s p e c i f i c c a l l
m o n i t o r i n g t e a m t o r u n
t h e p r o c e s s s m o o t h l y .
5 . D E S I G N A C A L L
Q U A L I T Y
M O N I T O R I N G T E A M

9.
About Us
CallCenterHosting (CCH) is a leading and
globally recognized provider of call center
solutions.
We offer a complete software-based call center
set up for start-ups, SMBs, and enterprise,
which includes call center dialers such as-
predictive dialer, robo dialer, power dialer, and
progressive dialer, IVR services, outbound &
inbound call center services and
For more information, call us at
+1-800-346-4974
auto dialer.

10.
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11.
References
The 5 Steps to Improve Your Call Quality Monitoring