Call center call monitoring is beneficial to ensure consistent customer service. It assists businesses in identifying opportunities and areas of improvement. Here are the call monitoring features available in CallCenterHosting cloud center solutions.

1. MUST-HAVE
CALL
MONITORING
CAPABILITIES

2. Call monitoring is the
process of listening to
and analyzing phone
calls between an agent
and a customer

3. It also ensures that the
customer service delivery of
your business is always top-
notch
It allows managers to assess
the quality of customer-
agent interactions

4. Every contact center
must have the
following call
monitoring capabilities

5. 1. Real-time
monitoring
It enables management to supervise
and track live agent calls
Managers can access real-time
analytics such as average wait time and
average talk duration to ensure agents
maintain a consistent level of customer
service at all times

6. 2. Blind monitoring
This feature empowers managers or
supervisors to discreetly join a call and
listen to the conversation between both
parties
With the help of blind monitoring,
managers are able to ensure quality
control and train new agents

7. 3. Call whispering
The call whispering function allows
managers to discreetly guide agents
during support calls
This feature is helpful when agents are
caught in the middle of a call and are
unsure about how to proceed

8. 4. Call barging
Call barging allows managers to enter
or barge into an ongoing conversation
between an agent and a customer
It allows managers to supervise remote
agents and optimize customer service
delivery by reducing escalations

9. 5. Call recording
Call center solutions enable businesses
to capture audio during phone calls
These recordings offer several benefits,
including improved customer
satisfaction and enhanced productivity
through effective training

10. 6. Call reports
Call reports collect measurable data
from all the calls made and received in a
contact center
Businesses use these insights derived
from the reports to develop actionable
strategies and improve their operations

11. The correct call
monitoring tools and
systems can help improve
agent productivity and
efficiency by leaps and
bounds, resulting in an all-
around performance boost

12. CallCenterHosting (CCH) is a leading
and globally recognized provider of
cloud contact center software.
We offer complete software-based call
center set-ups for start-ups, SMBs, and
enterprises, including call center
dialers, IVR, voice broadcasting, VoIP,
and business numbers.
For more information, call us at
+1-800-346-4974
or visit:
www.callcenterhosting.com
About us

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14. Reference
How to Monitor,
Barge or
Whisper during
Calls?