Call Monitoring Practice Exam

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.

Call monitoring helps companies assess the quality of telephonic support or other functions. Call Monitoring has gained immense popularity across the globe resulting in huge demand for certified professionals.

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.
• Identify issues
• Assisting in the growth of employees
• Identifying areas for development and agent training requirements.
• Better profits

Call Monitoring certified professionals, executives and managers are in high demand in companies across the globe.

Who should take the Call Monitoring Exam?

• Contact center management team
• Call center managers, executives and senior executives
• Quality Assurance Analyst
• Call Center Representative

Knowledge and Skills required for the Call Monitoring

Candidates gain quick success in career of call monitoring if they have skills of critical thinking and good communication skills.

Call Monitoring Practice Exam Objectives

Call Monitoring exam focuses on assessing your skills and knowledge in concepts and application of telephonic skills and call Monitoring

Call Monitoring Practice Exam Pre-requisite

There are no prerequisites for the Call Monitoring exam.
 

Call Monitoring Certification Course Outline

1. Call Observation Guide
2. Call monitoring concepts
3. Understanding of scoring and criteria
4. Determination of feedback mechanism
5. Discussion of calibration

Exam Format and Information

Certification name – Certificate in Call Monitoring
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees  - INR 1199