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Live Monitor – track team efforts & listen in real time

February 5, 2019
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Sam Aparicio
Sam Aparicio
Co-founder & CEO, Ring.io
Live Monitor – track team efforts & listen in real time

Today we’re announcing the availability of Live Monitor, a new tool designed to help you track team calling, increase transparency about effort & service metrics, and democratize call coaching. Read more in our help center.

For Sales Teams

Live Monitor can help you track calling progress throughout the day. The call progress widget allows you to specify how many calls/day you’d like your team reps to do, and the adaptive algorithm will show you whether the team is on track or behind hitting that goal.

Most sales development teams are working towards a concrete goal with their prospecting activities, such as setting up demos and appointments or making transactional sales. Live Monitor helps you track sales goals progress with Dispositions. Whenever your rep makes an appointment, sets up a demo, or makes a sale, they can disposition the call with one drop-down selection, and Ring.io will count the call towards goal completion.

Live Monitor also includes a leaderboard that tracks both effort (# of calls) and result (goals accomplished).

Live Monitor was designed to work as a wallboard – simply project it onto a TV connected to a PC, and you have a great motivation tool for the team!

For Customer Service Teams

Live Monitor can help you manage service levels in a number of ways: you can see at a glance how many people are queued up, how many reps are available, the maximum hold time and average hold time, and higher-level metrics such as Service Level Agreement % and Average Time Before Abandonment.

You can break out the stats by team or department to focus on the most valuable call traffic segments.

Eavesdrop / Live Call Monitoring

If you’d like to coach your reps, quality check their conversations or join in on an escalated call, you can simply click on the speaker icon next to a call and listen in on the call right from your web browser.

Why every sales manager should use it

Picture this: you’re a basketball team coach, and you want to improve your team’s performance. Would you just let your players play and hope for the best? Of course not! You would watch their moves, give feedback, and identify areas for improvement.

Similarly, tracking sales team efforts and listening to their calls in real-time is like being a coach for your sales team. By keeping an eye on their sales calls, you can spot opportunities to provide guidance, catch potential issues, and identify winning strategies.

Plus, when you listen in real-time, you can offer support to your sales reps right when they need it most. It’s like having a bird’s eye view of your team’s performance, so you can make informed decisions and drive better results.

So, if you want to boost your team’s performance, it’s time to start tracking their efforts and listening to their calls in real-time.

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feature:
Live Monitor

What is call monitoring?

In the past, call monitoring was solely focused on tracking and analyzing customer phone calls. However, nowadays, it has expanded to include various customer service interactions across different platforms such as live chat, SMS or MMS text messaging, and social media, among others. Call monitor software helps you monitor both inbound and outbound calls for quality assurance. If you're in charge of communicating with customers, no matter the size of your business, it's crucial to make sure your agents are providing the essential assistance they need.

Live Monitor

Integration:

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