Call Monitoring

Improve the customer and agent experience with call monitoring

What is call monitoring?

Call monitoring or call listening is the practice of monitoring ongoing support calls to train new agents, ensure quality assurance, and gain customer feedback. With call monitoring tools from Zendesk Talk, managers and supervisors can listen to ongoing calls in real-time without alerting agents or customers. This call monitoring software allows team to decrease agent ramp time, adhere to quality standards, and deliver higher quality, more consistent customer experience.

Support your team

Working as a call center agent is a tough job, and starting out as a new agent is doubly hard. With call center monitoring software, managers can help new agents by listening into ongoing calls and providing real-time coaching and support. New agents can also learn best practices by monitoring phone calls handled by more seasoned agents. With the call listening software from Zendesk Talk, managers and agents can listen in on calls where they are working in the office, from home, or even across the world.

Ensure quality

For teams in more regulated industries, like healthcare or financial services, it’s critical to adhere to specific compliance regulations. But even for teams in less regulated environments, managers need to ensure that agents provide phone support that is aligned with the company’s quality standard and brand voice. With phone call monitoring, managers can spot-check agents' conversations to ensure quality.

Gain feedback

Call monitoring systems also help managers hear first hand what frustrates and delights their customers. Oftentimes, managers may spend most of their time supervising a team, with limited customer interaction. Call listening software allows managers to periodically jump on calls to get unfiltered insight into the customer and agent experience.

Start today

Zendesk Talk is call center software for more personal and productive phone support. Embedded in the Zendesk Support ticketing system, Talk offers call monitoring software, as well as flexible IVR and routing systems and powerful analytics, all within a multichannel support context. The only phone support solution native to Zendesk, Talk offers seamless workflow and reporting integration, helping agents resolve issues faster and giving managers visibility into operations. Easy to setup and fully cloud-based, Talk allows teams to get up and running with full call center functionality in minutes, without engaging IT, hiring additional technicians, or managing new vendors.

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