What is Call Center Monitoring?

Call center monitoring is a practice of listening to customer calls that take place in a call center in order to make sure customer concerns are handled quickly and efficiently. A call center is a centralized department in a company that handles incoming and outgoing client and prospect contacts.
Common examples of call center monitoring can include:
- call recording,
- the ability for a monitoring supervisor to silently join a call and make notes so they can give the agent feedback at a later time, and
- chat features (like whisper capability) that allow the agent to receive guidance or solutions from their supervisor while on the phone with a customer.
Call center monitoring is crucial to ensuring great customer service. It also shows your call center agents that the firm cares about their performance by:
- Building skills – continuous feedback opportunities help agents excel at their jobs and reduce the number