call monitoring


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call monitoring

A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.
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6.5.1 Need to Reduce Customer Churn and Improve Agent Performance to Drive the Adoption of Voice Analytics Solutions in Call Monitoring
Marchex Sales Rescue combines Marchex artificial intelligence and machine learning with call monitoring and scoring services to alert businesses when potential buyers hang up without making a purchase, or when certain calls did not meet the business' customer service standards.
Callcap specialises in call monitoring and analytics solutions for more than 12 industry verticals, including home services, healthcare, automotive, and telecommunications.
"The call monitoring alerts system will further help us to develop the quality of the service we deliver as it records the visits staff make to our customers' homes in real time.
Third-party remote call monitoring solutions providers such as BPA Quality can quality check each channel--telephone, email, chat and even social media, to be sure each communication is offering the kind of personalization customers expect.
With real-time call monitoring and quality assessment tools at par with the industry's best, patients are reassured that their calls are handled by competent customer management assistants who properly and promptly address their concerns.
He said the service was established after successfully completing all challenges, including recruitment of staff, their training on modern lines, acquisition of land for rescue stations; construction of rescue stations, development of international standards ambulances, rescue and fire vehicles, acquisition of toll free emergency number 1122 and wireless frequencies, development and establishment of vehicles tracking and call monitoring systems, for the control room for effective monitoring.
HomeCall, which is part of Coast & Country Housing but isn't exclusively for the firm's tenants, provides 24-hour independent living services for people in their own homes through referrals, 24-hour call monitoring and a warden response service.
CallMiner's Eureka call monitoring, recording, and speech analytics product helps the company manage them all.
Vocalocity's desktop includes a full portfolio of customisable plug-in, including one-click dialling and call monitoring for employee training.
"In the US, there have been calls to change this and adopt a call monitoring approach, like the UK," says Watkins.