Call Monitoring
All of us have heard the automated message when we call up customer service for complaint resolution: “This call may be monitored or recorded for quality assurance purposes.” We believe that call monitoring is all about control and training. However, this feature can be used for various businesses and departments.
What Is Call Monitoring?
Call monitoring refers to the process of listening to a representative’s calls with the objective of improving the quality of communication and customer service. It is widely used in customer support and telemarketing settings to increase call center agent efficiency and deliver a high-quality customer experience.
Benefits Of Call Monitoring Software
In a nutshell, right call monitoring software helps you ensure that your call center workforce is effective, compliant, and productive in providing excellent customer service.
Here are some of the key benefits of call monitoring
Increased agent morale
Working in a call center, especially outbound where agents need to make sales, can be difficult. The agents need to know what they’re doing wrong and how they can improve.
Boost sales
Call monitoring helps you run your outbound call center like a well-oiled machine. By tracking your agents’ calls, you can determine what exactly they’re doing wrong and how to maximize their potential to increase sales.
Enhanced customer satisfaction
Call monitoring lets you train your agents to be customer-centric and focus on the customers’ satisfaction. Satisfied customers turn into recurring customers, which adds revenue to your business.
Improve agent performance
Once by using call monitoring, you’ve identified the deficits in an agent’s performance, you can organize curated training sessions to address them
Start your Free Trial today
From number buying to inviting your users to making your first call, all it takes to set up your virtual phone system is 3 minutes.
- 1Buy Numbers
- 2Add Users
- 3Start Calling
- 4Track Calls
Call Center Call Monitoring Features
Power Dialer
Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.
Smart Switch
Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
Global Connect
Global Connect helps you know the right time to call your international clients.
Smart Call Forwarding
Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.
Call Transfer
The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.
Call Conference
It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.
Call Queuing Software
A Call Queue places incoming call in a line when the agent is busy attending other customers.
Call Barging
Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
Call Recording
Record every call on each of your numbers to better monitor your performance as a team.
Voice Mail
Receive voicemails by email in your inbox. Play them directly from your email.
Call Analytics
Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.
Call Hold Audio
On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.
Call Center Solution
Office Phone System
Basic
$0
Per user/Month
For Startups
Unlimited Users (Pay only for number)
- Click To Dial
- Global Connect
- Teams
- Voicemail
- SMS/Text messages
- Smart Switch
- Last Called By
- Forward-to-device
Bronze
$16
Per user/Month
Ideal For Small Team
Everything in Basic +
- Free Number1
- SMS
- Voicemail
- Shared Inbox
- Skill Based Call Routing
- Webhook
- Paid Call Recording
- Target Vs Achievement
- Campaign Management
Silver
$24
Per user/Month
For Fast Growing Team
Everything in Bronze +
- Role based access control
- Free Call Recording
- IVR
- Live Call
- Call Queuing
- User Working Hours
- Call Reminder
- After Call Work
- Call Cascading
- Holiday Routing
- Feedback for Calls
- Gamification
- Call Tagging
- Pause-Resume Recording
Platinum
$40
Per user/Month
For Larger Team
Everything in Silver +
- Auto Dialer
- Voice Broadcasting
- Multi-level IVR
- Multiple Level Call Transfer
- Conference Calling
- Call Barging
- Route to External Number
- Forward to Multiple Device
- Single Sign On
- DID Group
- Call Whisper
- Intelligent Reports Analytics
- Reports via email
- Automatic Machine Detection
- Compliance Call Recording
- Google Drive, AWS S3 Integration
- Embedded Dialer Integration
Basic
$0
Per user/Month
Unlimited Users (Pay only for number)
- Click To Dial
- Global Connect
- Teams
- Voicemail
- SMS/Text messages
- Smart Switch
- Last Called By
Starter
$18
Per user/Month
Everything in Basic +
- 1000 calling minutes within US/CAD
- Multi Lingual IVR
- Multi Lingual IVR
- 2FA
- User Working Hours
- Business Hours
- Ring All Devices
Professional
$30
Per user/Month
Everything in Starter +
- Unlimited calling minutes within US/CAD
- Call Recordings
- Intelligent Reports/Analytics
- Country Blocking
- Call Tagging
- Email notification for Voicemail
- Reports Via Email
- Call Notes & Ratings
Ultimate
$42
Per user/Month
Everything in Professional +
- Unlimited calling minutes within US/CAD
- Call Blocking
- Call Cascading
- Custom Greetings
- Audit Logs
- Webhook
- Dedicated Account Manager
- Personalized Onboarding
- Phone Support
- 24*7 Support
- Advanced Integrations
- Custom Integrations
- Annual Business Review
Frequently Asked Question
What are the capabilities of call monitoring software?
There are various capabilities available in call center monitoring software. Call center monitoring software tracks your calls and delivers caller information in real-time to your manager, service provider, or supervisors. Some allow you to monitor particular calls, such as those for customer service or threats in the workplace. Others are more general-purpose and can be used to monitor your calls with other companies or individuals.
Who uses call monitoring system?
Businesses with a focus on sales and customer service implement call center monitoring software. It helps them constantly evaluate and optimize their practices.