call quality monitoring

What Is Call Quality Monitoring?

Call Quality monitoring is basically an effective tool for supervisors or quality control to keep a check on agents’ performance. By doing so, the supervisors can help their agents understand their weaknesses and train them further. Trained agents are essential for a successful customer strategy and to maintain a high standard, the agents must get the correct support and training. So, how can you be really sure if your agent is ready to take on your customers? Simply, monitor them through call monitoring and you will be able to collect useful data. In this article, we will talk about different call monitoring techniques, their benefits, and how to make the most of this call quality assurance method.

Call Quality Monitoring

Call Quality monitoring is the process of listening to calls in order to enhance customer service. This particular role is usually taken up by call centre supervisors or managers who are a part of quality assurance. Improving phone answering service standards is essential for any quality assurance team. They listen to live or recorded calls to assess the quality of customer service. Other than that, it also helps supervisors to pinpoint agents’ training needs. Call quality monitoring is the best way to know your pain points, strengths and ways to make things better. 

Call Quality Monitoring Best Practices

Call Quality monitoring has many advantages for supervisors, managers, agents, customers and the entire company

It can help identify problems quickly and proficiently

It can seamlessly assess compliance issues

Helps your managers know who to train more

Identifies opportunities for improvement

Gives a detailed analysis of customer frustrations

It identifies inefficient procedures.

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Call Monitoring Benefits For Agents

Call monitoring can majorly help the performance of your agents as it can used to monitor their calls, how they interact with customers and if they follow the script correctly or not. This in turn helps the agents gain an insight on his/her weaknesses and improvise.

Call Monitoring Benefits For Customers

Call quality monitoring can give your customers a world-class customer experience. With an effective call monitoring system in place, you will witness a drop in the number of unhappy clients. Happy customers are essential for any successful business as they are the ones who make your reputation.

Call Monitoring Benefits For Your Business

There are several benefits of call monitoring for your business and we have listed them below:

  1. Consistent excellent customer service
  2. Reduced employee turnover. Your employees will be happy to get training sessions to enhance their skills.
  3. Customer loyalty is guaranteed
  4. The third point naturally means a drastic increase in sales and service performance for your business.

Methods of Monitoring Customer Service-Call Monitoring Software

Most call quality monitoring systems use different call centre quality monitoring software that are usually included in cloud-based solutions. This helps you improve and streamline call quality monitoring through several powerful tools. A professional call quality monitoring tool allows you to do more than just listen to calls. We have mentioned a few key features of this system. By prioritizing call monitoring and using the insights gained from it, customer obsessed companies can build stronger relationships with their customers and provide better overall experiences.


This feature allows you to discreetly listen to an agent’s conversations. It’s usually used so supervisors can take notes and provide feedback, or even assess the company’s customer service quality.


A powerful tool designed to be used during agents’ training period. Call whisper is a powerful tool as it allows supervisors to speak directly to the agent during a conversation with the customer. It also allows supervisors to give tips and guidance to agents and thus increasing first-call resolution.

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Call Barging

When agents are having a hard time on a phone call with customers, call barging enables the supervisor to drop in on live calls to speak with both the caller and the agent.

Call Recording

This method is used mainly for training purposes. It’s also used to make a retroactive analysis of the call centre’s call quality.


Each customer interaction matters when it comes to providing an amazing customer experience. Therefore, it is a must to keep agents engaged and under observation in order to improve your company’s customer experience. By choosing call quality monitoring, it can be an effective tool to improve engagement, customer satisfaction while reducing costs and increasing efficiency of your business.

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What Our Client Say

Trusted by more than 31 customers

We were nervous about outsourcing our overflow calls and live chats but c2o made it extremely easy. The agents quickly learned our system and they have dealt with our customers quickly efficiently and professionally from day one. I would definitely recommend.
They are very reliable and do a great job. c2o team is committed to transparency and finding ways to address any obstacle that they meet. By working in partnership with c2o we have been able to achieve savings of approximately 60% without any erosion to the customer experience.
During challenging times for our business, this service enabled us to save considerable costs without having to compromise service delivery. Service quality is paramount to us and this has been delivered professionally from the agents to the management and support teams that are available 24/7.
To cut costs, we wanted a call centre with real time engagement and customer support. Glad we chose this company as our customer retention rate has increased.
We have been working with them for over 3 years and our company has grown exponentially with the help of their services.
The onboarding process is very professional. All the instructions were given beforehand and explained in detail.