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What is real-time monitoring in a call center?

Frequently Asked Questions

What is real-time monitoring in a call center?

Real-time monitoring in a call center refers to supervising agents’ interactions with customers as they occur. This can include listening to live calls, viewing agents’ screen activities, and analyzing performance metrics in real-time. Real-time monitoring is used for quality assurance, to provide immediate feedback or assistance to agents, and to ensure compliance with company policies and procedures. It enables supervisors to intervene promptly if an issue arises during a call, either by offering guidance through whisper coaching or by taking over the call if necessary. Real-time monitoring tools are part of sophisticated call center software suites, providing managers with the insights to optimize call handling, improve customer satisfaction, and enhance overall operational efficiency.

What is real-time monitoring in a call center?

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