Call Monitoring – Your Quality Controller
The Virtual PBX Call Monitoring feature allows calls to be monitored live by another phone line or recorded and retrieved at a later time for review.
Two Ears Are Better Than One
The benefits of the Call Monitoring feature are:
- Quality Assurance – Calls can be recorded or monitored in real-time to determine the level of customer service quality
- Effective Training Tool - Employees can review techniques along with management for live training sessions
- No Lost Work Time – Calls can be monitored live or recorded for review at a later time. Plus, new employees can complete all phone training on the job
How It Works
The ability to listen to each call live is available through each extension. Incoming and outgoing calls can be used in monitoring mode. Management also has the capability to listen or participate in any call at any time.
Call monitoring is a very useful training tool. New employees can listen to various incoming calls that are handled by staff members and have the advantage of hearing real business scenarios as they happen. In turn, new employees can also receive on the job training by handling actually customer calls as they are monitored by more experienced staff members. This reduces the need for lost productivity hours during periods of training. New staff can work alongside others and learn more from experience than they potentially would in a classroom setting. Call monitoring is the most effective way to train customer service representatives or other staff in how to deal with incoming call situations. Learning by listening to real customer/client exchanges is a valuable lesson and training tool. It also assures management of quality customer service at all times.
