Call Monitoring

Explanation:

Call monitoring is the practice of listening to live or recorded calls between agents and customers for quality assurance, training, and performance evaluation. This practice helps ensure that agents are adhering to company standards, handling customer inquiries effectively, and providing a high level of service.

Best Practices:

• Monitor Randomly and Regularly: Perform random call monitoring to get an accurate representation of an agent's performance across different types of calls.
• Provide Constructive Feedback: Use monitored calls to provide agents with actionable feedback, focusing on areas of improvement and positive behaviors.
• Ensure Transparency: Make sure agents are aware that their calls may be monitored for training and quality assurance purposes.
• Track Performance Metrics: Use call monitoring to evaluate specific KPIs such as call handling time, resolution rates, and customer satisfaction.

How Daktela Can Help:

Daktela provides real-time call monitoring that enables supervisors to listen to ongoing calls and assess agent performance. With live monitoring and call recording, Daktela makes it easy to review call quality and provide instant feedback. Supervisors can also access detailed performance reports, tracking key metrics such as call duration, resolution, and agent adherence to scripts. This allows businesses to maintain high service standards and continuously improve agent skills.