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Live call monitoring: listen in on your sales team calls

To maintain high standards for your sales team, take advantage of the call monitoring feature that allows you to evaluate sales reps' performance. With the ability to join conversations in real time, you can provide effective coaching and conduct training sessions to improve your team's skills.

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.


Get a comprehensive outlook on your sales team's performance

No more cluttered reports and confusing stats, with Live Monitor you can see the progress of your sales team in real time.

Improve sales results

Monitoring calls is crucial for your sales team. It allows you to gain insight into how leads are being handled by your sales representatives and evaluate the effectiveness of product or service pitches delivered over the phone.

Improving agent performance

A helpful way to onboard new hires is through call monitoring during live and engaging training sessions. By allowing them to directly listen in to the conversations of top agents, they can learn valuable techniques and adapt their own conversation style accordingly.

Coach new call center agents

As a manager, it's important to keep an eye on your agent's initial experiences on the sales floor. One way to do this is by carefully monitoring their conversations and using call data to identify areas for improvement in their phone communication skills.

Handle escalations in a more efficient manner

It is common for contact center agents to face challenging callers, whether they possess prior experience or not. Occasionally, an issue may need to be raised to the supervisor or manager's attention. Fortunately, call monitoring software enables agents to monitor such escalations and provide proactive assistance during live calls. This approach helps to prevent the situation from escalating to a point where it becomes impossible to retain the customer.

Monitor phone calls on a daily basis

With Live Monitor, you can easily keep track of your team's calling progress throughout the day. The call progress widget enables you to set a daily call target for your reps, and the adaptive algorithm will indicate whether or not the team is meeting that goal.

Call monitoring tool for your sales goals

Most sales development teams have specific prospecting objectives, such as scheduling demos or making sales. Live Monitor can help you track your team's progress towards these goals with Dispositions. When your reps make an appointment, set up a demo, or close a sale, they can easily log it with a drop-down selection, and  will keep track of the completed goal.

Gamify agent calls

In addition to its various features, Live Monitor includes a highly useful leaderboard that closely tracks the number of phone calls made and the corresponding results achieved. This feature allows for a comprehensive overview of the overall performance and success rates of each team member, thereby enabling better assessment and improvement of individual skills and overall team productivity.

Try out the channels that truly engage

Channels are not created equally. You might discover that one is working better for your prospects or customers than other. We hand-picked channels and their combinations to deliver the percentage of engagement you can close your quota with.


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Can calls be monitored?

If you're unsure about whether your business is legally allowed to listen in on phone calls between your agents and customers, here's the answer:According to federal law, you can monitor calls as long as they are related to business matters, such as training and quality assurance. However, some state laws require all parties to agree to the conversation being recorded or monitored. To be safe, it's best to notify customers that their call may be recorded for quality assurance purposes and obtain their consent through the IVR system before the ACD and call routing feature transfers their call to an agent.

What kind of businesses would benefit from implementing call monitoring?

If a company has a team responsible for managing calls, such as customer service, sales, or technical support, it is recommended to use call monitoring software. This enables managers to monitor and enhance the quality of their agents' calls. With , there are no restrictions on team size for call monitoring. Even a team of two can easily utilize this feature, and as they grow, they will already be familiar with using it.

How do sales teams monitor calls in real-time?

In the sales department, call monitoring is a common practice for training new agents. Whether it's inbound sales or outbound sales, coaches have the capability to offer direct feedback and guidance to sales agents. Prospects can provide valuable insights on how to tackle specific cues, and it's important to consider their input. Additionally, new agents have the opportunity to listen in on more experienced sales agents, gain valuable knowledge on how to handle complex cases, and counter-arguments from leads, and address any inquiries that may arise.

How can technical and customer service teams improve customer experience?

Call monitoring is an essential tool used by customer support teams that handle a high volume of inbound calls. The calls received can vary from basic inquiries about accounts to complicated requests for technical support. The purpose of call monitoring is to ensure that agents meet the call center quality standards and directives set by the QA teams. Moreover, call monitoring is not limited to in-house teams as many companies outsource their customer and technical support to external contact centers. By implementing this, contact centers can fulfill the service quality expectations of their clients.