Call Monitoring

IMPROVE TELEPHONE CONTACT QUALITY WITH CALL MONITORING AND CALL ANALYSIS

Call monitoring refers to open surveys in which a trained employee connects to telephone calls remotely or physically on site, evaluates call quality, and, if necessary, provides feedback directly to employees. The aim is to develop call center or service center staff to improve call handling, customer orientation, sales performance, and professional competence.

Silent monitoring is to be distinguished: the employee does not know when an auditor or trainer is tuning in to his or her call. Synonymously used terms are often call audits, call auditing, telephone coaching, and also the term conversation analysis / call analysis, in which a subsequent analysis of recorded conversations takes place.

Call monitoring is primarily suitable for target groups and call situations in which it can be ensured that the employees involved in the program do not change their usual behavior when listening in. The instrument is primarily used on hotlines, in call centers, service centers and customer centers.

concertare offers the organization of such call monitoring or call analysis / conversation analysis on a national and international level and uses trained native-speaking employees with experience and competence in the area of quality in customer contact.