For every business in operation today with a telephone call center, it has become critically essential to have some type of call monitoring software or call center monitoring solution in place. Without call tracking and call center monitoring of some kind, it is impossible to compete with the businesses that have these call logging and call monitoring systems in place.
For years, call centers have utilized one kind of a system for monitoring, tracking or recording all call activity in the business, which can be a critical factor for managing employee performance and customer satisfaction. There are many different tools available and some are better than others for various reasons, but today, no business with a call center can be without some system of monitoring in-bound and out-bound calls.
As business today is more competitive than ever and as we all face the challenges of an unstable economy, customer satisfaction is key. Therefore, call center monitoring and call monitoring solutions have become a vital part of managing a business.
Both managers and supervisors help to create quality-monitoring systems and typically integrate new monitoring solutions with both the hiring and training of personnel. There are many benefits to monitoring beyond security concerns. Monitoring systems can be used to help in training and with the delivery of quality services, in addition to the prevention of telephone abuse and fraud in the office. In many cases such systems also provide the basis on which call centers can document and bill their work to customers.
Thanks to certain types of software products that are available today, it is possible to have a call accounting or call monitoring software that works in-house and is also web based. It is not required to have a third party outside of the company to do the call center monitoring. With the latest call tracking and call accounting programs available to both large and small businesses, it is possible to not only keep account of all call center activity, but now you can send call accounting information by email to supervisors and managers in addition to recording all calls and even sending those recordings via email as well.
On account of this, small businesses can equip themselves with the tools that can help them grow their businesses further at a faster and more effective way. Some of the latest call center monitoring software allows for high quality digital call recording at a price affordable to just about any business.
EVALUAGENT
Improve customer interactions with EvaluAgent’s Quality Monitoring Software. Trusted by contact centres of all sizes, EvaluAgent empowers you to: Monitor and Improve Agent Performance, Ensure Compliance and Reduce Mistakes. Discover more about our software, advanced reports and real-time feedback!
Quality Management:
- Build scorecards with ease
- Create a new template or mirror your scoring framework
- Increase productivity by over 285%
- Evaluate all channels and back-office processes in one place
- Build Agent Engagement
Reports & Analytics:
- Focus on the biggest opportunities
- Build your own reports
- Easy access to your data
Calibration:
- Remove the hassle and save time
- Eliminate inconsistencies and bias
- Demonstrate a more rigorous approach to risk management
Coach & Feedback:
- Best practice feedback and coaching
- Get more value from quality results and customer feedback
- Motivate the front-line
- Measure and document
Agent Engagement:
- Engage agents throughout the QA process
- Boost performance and encourage ownership
MONETSOFTWARE
Verint Monet Quality Management is a fully integrated cloud solution that can help you improve the quality of interactions between your customers and employees.
- Monitor the status of your workforce and gain insights into agent performance and customers in real-time
- Create evaluation criteria that best fits your organization’s needs and develop evaluations with multiple question types, complex branching and section weighting
- Monitor the status of your workforce and gain insights into agent performance and customers in real-time
- Voice and screen capture with playback and evaluate the quality of your interactions with more accuracy
- Core component of the Verint Monet Workforce Engagement platform. Manage your agents through a single employee profile list
ASPECT
Aspect Quality Monitoring software allows customer interactions to be evaluated by all parties, including supervisors, agents and automated analytics systems, enabling you to extract valuable perspectives on quality so you can best coach agents in relevant areas for improvement.
- Evaluate quality from all perspectives
- Calibrate quality scores to ensure consistency and perceived fairness
- Monitor agents’ audio and screen interactions in real time
- Integrate Performance Management capabilities for balanced scorecards and full coaching workflows
- Add Workforce and Interaction Analytics for powerful speech analytics capabilities
AVOXI
AVOXI Call Center Quality Monitoring Flexible, affordable, and easy-to-use call center quality monitoring software. Start a free trial and see how easy contact center quality management can be.
- Live Call Monitoring
- Call Barge and Whisper
- Agent Call Quality Scoring
- Custom Call Dispositions
- Cloud Call Recording
NICEINCONTACT
NICE inContact CXone Quality Management provides agent-centric evaluation and coaching workflows to improve customer experience and reduce evaluator effort within an intuitive, unified interface.
- Improve the customer experience
- Improve the agent experience
- Ensure processes work
- Manage everything in one place
SAHOSTED
SA Hosted’s Quality Assurance Software (QAS) provides the call center monitoring tools and insight to effectively manage call center metrics. This amazing software is highly customizable to provide the detailed reports your operations team needs.
- Cloud-based Platform
- Fully Customizable
- Speech Analytics
- Target Performance Improvement
- Identify Marketing Insights
- User Friendly Dashboard
- Real-time Reporting
TALKDESK
Talkdesk Quality Management helps you evaluate agent interactions, identify key areas of improvement, and provides agents with feedback to deliver great CX.
- Effortless Evaluations and Actionable Feedback
- AI-enabled Efficiency and Automation
- Get a Complete Picture of Every Customer Touchpoint
- Track Agent Performance and Recognize Results
- Unlock the Power of a Unified WEM Solution
BRIGHTPATTERN
Bright Pattern’s built-in quality assurance allows a call center to proactively monitor customer interactions, use best practices to gain insight for improvement, and provide remediation and training for better outcomes in the future.
- Add New Channels Easily
- No Downtime
- Sentiment Analysis
- Speech and Text Analysis
- Gain Insight
- Empower Agents
AMEYO
Ameyo Call Center Software offers Omnichannel Contact Center Capabilities.
- Motivate the Workforce with Agent Self Monitoring
- Enable Supervisors with real-time Call Quality Monitoring
- Enable Call Scoring for Adherence and Training
- Maintain Call Recording Logs to achieve Compliance
- Instill Competition with Call Center Wallboards
VOCALCOM
Simplify customer interactions with all-in-one cloud call center software: phone, email, SMS, web, chat, social media in a single interface. Intuitive. CRM integration.
- Voice and screen recording
- Customizable evaluation forms
- Satisfaction surveys and NPS scores
- Integration
- Real-time supervision
- Reports and analyses
- Satisfaction Surveys
- Supervision
- Reports & Analytics
NICE
NICE Call Center Quality Management solution optimizes and monitors your call center performance, drive measurable improvement, save money and provide valuable business insights.
- Monitor and Improve Key Metrics
- Adapt Quality Management to Your Needs
- Save Time and Resources & Reduce Risk
- Boost Operational Efficiency
- Improve Employee Engagement
- Uncover Hidden Trends with Analytics-driven Quality Management Solution
- Integrate Quality Management with the NICE WFO Suite
VOIPTIMECLOUD
Voiptime Cloud call monitoring and management software is your go-to solution for tracking ongoing interactions, train agents and gather feedback from your customers in real-time.
- Voiptime Cloud software is a plug-and-play solution
- Hear your happy and frustrated customers in real-time
- Voiptime Cloud software was designed with efficiency in mind