Call Monitoring
About Call Monitoring
Call monitoring is the practice of listening in on staff calls to enhance customer service and communication. It's most frequently applied in customer service environments where it may reduce total agent training time and provide high-quality, dependable support.
Why is Call Monitoring important?
The advantages of call monitoring:
- Solving issues quickly and methodically.
- Recognizing how operational procedures affect the caliber of the services.
- Evaluating compliance problems.
- Concentrating on your training.
- Assisting in the growth of employees
- Identifying areas for development and agent training requirements.
Who should take the Call Monitoring Exam?
- Contact center management team
- Quality Assurance Analyst
- Call Center Representative
Call Monitoring Certification Course Outline
- Call Observation Guide
- Call monitoring concepts
- Understanding of scoring and criteria
- Determination of feedback mechanism
- Discussion of calibration