Improving Customer Service With VoIP Call Monitoring

VoIP call monitoring is a feature that allows businesses to listen to and analyze phone calls made through a VoIP (Voice over Internet Protocol phone system). Unlike traditional phone lines, VoIP uses the Internet to make calls and comes with numerous business communication features. This feature also allows managers or supervisors to monitor calls in real-time or review recorded conversations later.

Several VoIP call monitoring tools, such as call whisper, call listening, call barge, and call recording, are used to monitor VoIP calls.

Call whisper allows you to speak directly to agents during an ongoing call without the customer hearing.  It’s like a coach giving tips from the sidelines, but your customer is unaware of it. This tool is very useful when you need to train your employees or assist them when dealing with customers. For example, if the customer asks a specific question that your employee does not know, the supervisor can quietly provide guidance.

With call listening features, you can listen to live calls with or without your agent knowing. This tool is helpful to monitor VoIP calls to know how your agents are performing. You can ensure whether they are following the company standards or not. Moreover, it also helps manages to identify any training needs for the support team.

Call barge allows supervisors to join an active call and communicate with the agent or the customer. This VoIP call quality monitoring tool is often used when a senior needs to immediately join the conversation. For instance, if a customer is unhappy or the agent cannot resolve an issue, the supervisor can “barge in” to take over the conversation.

Call recording is one of the most crucial VoIP call quality monitoring tools. It records the conversation, which you can review later whenever required. Businesses use call recordings primarily for training purposes. It gives you an opportunity to learn from the past by studying what went well and what could be improved.

VoIP Call monitoring tracks agent performance, finds out what's lacking in the customer calls, and builds a strategy to provide a better customer experience.

Managers can use the recorded calls to highlight successful interactions or pinpoint areas needing improvement. As discussed earlier, your agents can get direct help from the supervisors during the live calls. Moreover, they can also review past calls and work to improve performance.

By monitoring calls, you can ensure that your employees are following company protocols and maintaining a professional tone during interactions. In case there are any inconsistencies or gaps in the service, it helps you take corrective action instantly. This constant monitoring means you’re tracking your agent’s performance to consistently maintain high-quality customer service.

VoIP call monitoring tools like call barge make it easy for supervisors to join the conversation between your agent and customer. As we discussed earlier, if your agent isn’t able to address a concern, seniors can instantly join in and solve the problem. This helps to improve customer experience by resolving queries in real-time.

Call monitoring tools can provide you with information regarding call durations, resolution times, and even customer sentiment. These data help businesses to identify trends, improve workflow, and measure how well the current customer service strategy is working.

VoIP call monitoring directly helps to provide the best experience for your customers. Customers loves when they talk with the proficient agents who can solve their problems or issues instantly. This is possible through consistent monitoring and feedback. Happy customers are more likely to remain loyal and recommend your business to others.
 

If not managed well, VoIP call monitoring can raise questions regarding privacy concerns. Also, sometimes, too much monitoring can be demotivating for the employees.

Let’s explore the different challenges that come with VoIP call monitoring:

Businesses must follow strict data protection regulations like GDPR or HIPAA while monitoring calls. To address this, companies should clearly communicate monitoring policies with employees and obtain permission from the customers before recording or monitoring the calls. Also, companies should implement secure data storage solutions to protect sensitive data and information.

Excessive monitoring can lower employee morale and productivity. To prevent this, businesses must use call monitoring as a tool for support and development rather than constantly tracking the employees. Supervisors should focus on providing constructive feedback and developing the employee’s skills. The employees should not feel that call monitoring is implemented only to keep an eye on them.

It can be difficult to monitor a large number of calls. Instead of improving the quality, it makes the work environment more stressful. To deal with it, businesses should make a plan to prioritize which types of VoIP calls are to be monitored.

Technical issues such as poor call quality or incompatible recording devices can negatively affect the call monitoring process. It’s important that the business adopt a reliable VoIP phone system with advanced features. Also, your internet connections should be stable, and proper training must be provided for employees on how to use the monitoring tools.

• Firstly, define your purpose for call monitoring. Is it for training employees, improving customer satisfaction, or ensuring compliance? Setting clear goals helps to develop the right strategy.
• Choose the best VoIP phone system that offers important call monitoring features such as call whisper, AI analysis, and call recording.
• Be transparent with employees about your call monitoring practices. Clearly explain the purpose, how it works, and how the data will be used.
• Use the monitoring tool to support agents rather than accusing them. Provide feedback regularly to upgrade their skills.
• Comply with the data protection and privacy regulations by obtaining consent from employees and customers. 

VoIP call monitoring is a significant tool for training agents by measuring their performance. However, when monitoring the calls, it’s essential to consider factors like privacy compliance and the impact on employee morale.

Calilio takes VoIP call monitoring to the next level with AI-driven features designed to optimize your customer service. Our exclusive features like AI Sentiment Analysis, AI Call Summary, and AI Reports provide detail insights into call performance. Sign Up today!