What is Call Monitoring?
Call monitoring is the practice of listening to or recording customer service calls to evaluate performance, ensure quality, support compliance, and coach agents. It’s a core quality assurance function in any contact center.
Why Call Monitoring is Important
By reviewing real customer interactions, call centers can assess agent performance, identify areas for improvement, ensure adherence to scripts and policies, and gain insights into customer needs and pain points.
Types of Call Monitoring
1. Live Monitoring
Supervisors listen in real time to assess tone, professionalism, and process adherence.
2. Recorded Monitoring
Calls are reviewed later for quality scoring and coaching.
3. AI-Powered Monitoring
Advanced systems analyze tone, keywords, and sentiment at scale for actionable insights.
Benefits of Call Monitoring
– Enhances customer service quality
– Supports agent coaching and development
– Identifies training needs and trends
– Ensures regulatory compliance
– Improves CSAT and resolution rates
Best Practices for Effective Call Monitoring
– Use standardized scorecards for fair evaluations
– Combine automated and manual reviews
– Focus on both strengths and improvement areas
– Provide regular feedback and coaching sessions
– Track progress over time with performance metrics
Call Monitoring Tools and Features
– Call recording and playback
– Speech analytics and keyword spotting
– Sentiment and emotion analysis
– Call tagging and annotation
– Integration with CRM and QA dashboards
Related Topics for Further Reading
– Call Coaching
– CSAT (Customer Satisfaction Score)
– Call Recording
– Quality Assurance
– Agent Scorecards
