Keep your customer service sharp and your team on point. With IVR Solutions’ Call Monitoring, supervisors can listen, guide, and step in when needed—all in real time.
Call Monitoring enables team leaders to silently observe calls, guide agents through coaching, or join conversations to provide real-time assistance—improving customer experience and team performance.
Listen to live calls without interrupting—perfect for quality control and assessing agent performance discreetly.
Guide your agents during live calls without the customer hearing, helping them handle tough situations better.
Join a call in progress to assist both the agent and customer when immediate supervisor intervention is needed.
Live Call Monitoring is more than oversight—it’s an opportunity to enhance service quality, improve response accuracy, and mentor your support and sales teams to success.
Understand what happens on every call, identify agent training gaps, and address issues before they escalate. Call Monitoring keeps your customer interactions on track.
Supervisors use call monitoring to enhance agent coaching and response quality.
Faster issue resolution when supervisors can intervene in real time.
Improvement in agent performance with whisper coaching and feedback loops.
Whether it’s coaching through a tough conversation or jumping in to rescue a high-value call—Call Monitoring gives you total control when it matters most.
Live Whisper Coaching
Barge-In Intervention
Real-Time Quality Assurance
Explore common queries about our Call Montioring feature and its benefits.
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