Call monitoring software for an improved customer experience.

Listen to calls in real time, without interrupting the agent or caller, to ensure quality standards are being met and to provide coaching opportunities for continuous improvement.

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Call monitoring software for exceptional customer service.

Monitor your agents’ calls to gain valuable insight into the needs of your customers and make more informed business decisions using call monitoring software from Talkdesk. Talkdesk is entirely cloud-based so call monitoring is available any time you have Internet access. This makes it easy to ensure that your customers always have positive experiences and to train your agents from anywhere in the world. Cloud-based call center software with call monitoring gives you the tools you need to thrive and your agents and customers will succeed as a result.

Improve customer service quality.

Do you know what’s happening during inbound and outbound calls in your call center? Are each of your agents championing customer needs as well as possible, or could they use improved training and/or tools? Without using call monitoring software, answering these questions is just a guessing game. Agent performance directly leads to better customer satisfaction resulting in a better overall customer experience—a call with a helpful, friendly, and informative agent can make a huge difference for a customer who is trying to solve a problem or gather information.

But, it’s difficult to improve agent performance and provide better customer interactions without some form of quality assurance. A robust call monitoring system helps by enabling you to keep track of what happens during active calls. Talkdesk provides easy-to-use monitoring features, along with a central platform for managing call center operations.

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Improve agent coaching and training.

Le logiciel de surveillance des appels vous permet d’améliorer l'encadrement et la formation des agents. En collectant des données quantitatives sur les performances de vos agents, vous pouvez former plus efficacement les agents, aider les superviseurs et mettre en œuvre une assurance de qualité cohérente. De plus, vous pouvez utiliser des enregistrements ou des appels en direct d'agents exceptionnels comme exemples à suivre pour d'autres.

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Minimiser les remontées vers un superviseur.

With clear-cut evidence of what ongoing calls look like, you can minimize supervisor escalation by preparing your agents for common questions and concerns. By minimizing supervisor escalation, you remove the pressure on supervisors to field as many escalated calls, better satisfy customers’ needs, and empower agents to take more responsibility in your call centers.

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Manage remote agents effectively.

In today’s distributed workplaces, call monitoring software also helps to manage remote agents. Because an increasing number of call centers are using a hybrid or fully remote model, it can become a challenge to monitor calls. After all, your agents are no longer in one easy-to-manage location but instead are making calls remotely. A call monitoring solution enables you to monitor your agents’ calls from a central, virtual location, and creates a more consistent experience across the board for your customers.

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Train new support agents quickly.

Replace manuals and lengthy training protocols by allowing new agents to monitor calls being handled by your most seasoned agents. With Talkdesk cloud contact center, you can train agents working from home or in the office while ensuring they meet quality standards.

Fonctionnalités du logiciel de surveillance des appels.

Only consider contact center solutions that provide the key features you need to achieve the outcomes you’re looking for. Our advanced call monitoring software offers the capabilities that empower supervisors by providing real-time assistance, ensuring agent performance improvement, and extracting valuable insights for better customer experiences.

Interception des appels.

With call barging, a third person can listen in on a conversation between an agent and a customer, and join the call, if needed. With this feature, customers can experience better continuity throughout the conversation, if another agent or supervisor needs to chime in. In addition, new agents can practice in real-world calls with the “safety net” of another team member or supervisor being on the line and able to take over if needed.

Prise en charge des appels.

In some situations, rather than simply monitor phone calls, a supervisor or trainer should take over a call rather than let an inexperienced agent navigate a difficult customer call. The call takeover feature allows instant call transfers, enabling the team member who is listening to the call to immediately take over the conversation and disconnect the agent.

Qui utilise un logiciel de surveillance des appels ?

Le logiciel de surveillance des appels profite à plusieurs membres de l’équipe qui supervisent et forment au sein d’un centre d’appels. Il fournit essentiellement des données de première main sur les clients d’une organisation et sur leurs besoins. Ce type d'informations inestimables peut être utilisé au sein de toute l'entreprise et pas seulement dans l'environnement du centre d'appels.

Comment Talkdesk peut aider.

With our cloud contact center solution, you can implement a quick, easy solution to better train each call center agent and improve customer experience. Our call recording software for customer support includes features such as live call monitoring, along with an interface for easily managing your call center remotely.

Talkdesk vous permet de surveiller facilement les performances des agents et de vous assurer que les normes de qualité sont respectées. Il suffit de cliquer sur Contrôler l’appel sur l’appel de votre choix, et vous pouvez immédiatement l’écouter sans que l’agent ou l’appelant ne le sache. Cet outil vous aidera à garantir une expérience client plus positive et à fournir à vos agents un retour d’information et un encadrement basés sur les données.

Managers can listen to any call in real time from their “Live Calls” dashboard. They can also escalate from silent monitoring to “barging in” to speak with all parties when necessary. This call center software feature is ideal for training new agents, resolving disputes effectively, and case collaboration to expedite problem-solving.

FAQ

Call monitoring enables call center managers to monitor each call center agent and their performance. By using call monitoring software to track inbound and outbound calls, managers can see their team’s performance firsthand, leading to better insights and more informed decisions.

De plus, le logiciel de surveillance des appels inclut souvent des outils qui :

  • Permettent aux superviseurs ou aux formateurs de chuchoter avec les agents en formation, sans interrompre ou interférer avec l’appel réel.
  • Permettent aux responsables de surveiller tous les agents du centre d’appels sur un lieu de travail distribué et de vérifier la qualité de leurs appels à distance.
  • Enregistrent les appels en direct afin que les meilleurs agents puissent être utilisés comme exemples de formation.
  • Prennent instantanément en charge un appel pendant la formation, dans le cas où un appel pourrait avoir un impact négatif sur la relation client.
  • Utilisent des exemples concrets pour le commercial / marketing afin de diriger leurs efforts et de mieux comprendre pourquoi les clients contactent les centres d’appels de l’entreprise.

In addition, call monitoring creates an improved customer experience by creating agent coaching opportunities. Well-trained call center employees will facilitate better conversations and problem-solving with customers on the other end. Plus, features for improved training minimize the chance of a customer having a bad experience with a new agent and not getting the information they seek, solely due to the agent’s inexperience.

In many cases it’s possible to legally record calls as long as certain practices are followed. Because of these specific parameters, extensive background research is needed to understand your industry’s legal requirements. Legal requirements often cover issues of participant consent, regulations about the storage of recordings, and the legality of pausing and resuming live recordings.

For more about compliance, see: Talkdesk GDPR Compliance and Talkdesk California Consumers Privacy Act (CCPA) Compliance.

Call monitoring gives you a firsthand view of your contact center’s interactions with customers via phone calls. You will be able to better train agents, understand customer needs, and improve overall call center performance with the insights gained by call monitoring. Without it, you can only gain an incomplete picture of your center’s performance, through tactics such as word-of-mouth from agents’ peers and customer feedback.

This answer depends on the nature and industry of your call center. But it’s important to strategize how many calls are being monitored at a given time using a training program or scorecard system. Call quality monitoring software is best used alongside benchmarks and other internal resources to incentivize and reward good agent performance.

La surveillance des appels permet à vos superviseurs ou formateurs d'écouter les appels, sans que l'agent ou le client ne le sache. Les paramètres juridiques, tels que l’avis aux clients que leur appel peut être enregistré et leur demander d’accepter ces conditions avant de commencer la conversation, empêchent que l’une de ces pratiques créent des problèmes de légalité. Notre système de surveillance des appels utilise également une interface pour stocker les enregistrements d’appels et pour gérer le centre d’appels à partir d’une vue d’ensemble.

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