Live Call Monitoring

Live Call Monitoring allows Party C to join a live call and listen to the conversation between Parties A and B. However, Parties A and B will not be able to hear anything from Party C. Live call monitoring is a valuable tool that allows supervisors and managers to listen to ongoing phone conversations in real-time for quality assurance purposes. 

You can check this tab in the “LIVE CALL” section mentioned in the middle of the header. Once you click on it, it will appear for every call. This tab is only accessible to Callgroup owners and administrators.

There are several benefits to implementing live call monitoring:

Quality Assurance: Supervisors can monitor calls to identify areas for improvement and ensure that customer service representatives or sales agents adhere to company standards.

Training and Evaluation: By listening to live calls, managers can assess employee performance, provide constructive feedback, and offer targeted training opportunities.

Issue Resolution: Real-time monitoring helps supervisors quickly identify and address customer issues or concerns during a call, leading to improved customer satisfaction.

Compliance: Live call monitoring ensures that employees follow regulatory requirements and maintain ethical conduct during customer interactions.

Remember, live call monitoring should always be conducted ethically while respecting privacy laws and regulations.