The Best Call Monitoring Software of 2022

Choose the right call monitoring software for your call center, sales, support, and quality assurance teams.

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Published 14 Jun 2022

What is Call Monitoring Software?

A call monitoring software is a computer program that aids in assessing a call representative’s service interaction with a customer. Quality Assurance (QA) analysts and call center managers can use this tool to evaluate the quality of calls, find areas for improvement, and set appropriate interventions. Utilizing call center monitoring software helps support work processes seamlessly, improve agent performance, comply with call center policies, and deliver quality service to clients.

Why Use a Call Monitoring Software?

Conversations with customers are critical to business success. Each response—may it through chat, email, or phone call—must leave clients satisfied. Simply listening in to calls won’t work if standards are inconsistently applied. This problem calls for a need to standardize call monitoring systems with a dedicated software program.

Using a call monitoring software helps QA analysts identify the skillsets a call representative must work on. By having specific targets and pointers, they can train agents more effectively. With proper training, agents can improve their call quality and become more effective in resolving client issues.

On a larger scale, call center monitoring software aids in fostering a culture of high-quality performance and ensuring customer satisfaction.

Key Features

Smooth and undisrupted call center operations begin with the right software. After all, it will aid you in implementing new systems to improve call quality. Given the different types of call monitoring systems and platforms, it’s essential to find one that caters to your business needs.

Here are six features you need to look for when deciding on a call monitoring software.

  • Comprehensive forms – They serve as the framework for standardizing your call monitoring process. Each template should contain Key Performance Indicators (KPIs) for call agents at a general, beginner, and advanced level.
  • Scoring metrics – This feature automatically computes KPI scores to measure and evaluate the performance of a call representative.
  • Advanced reporting capabilities – You can also utilize reports and dashboards to see how agents match against the established call monitoring standards. Moreover, it lets you gain customer, market, and productivity insights to aid in data-driven decisions.
  • Action items – This tool allows you to view specific points where agents must improve and proactively work on them.
  • Workflow automation – Standardizing call monitoring practices becomes easier when tasks are automated. This feature takes over the manual scheduling of tasks, so you can focus on evaluating your agents.
  • Integrations – A call monitoring software must also support third-party tools and systems for a more seamless work process.
leizel estrellas safetyculture content specialist

SafetyCulture Content Specialist

Leizel Estrellas

Leizel Estrellas is a content writer and researcher for SafetyCulture. Her academic and professional training as a researcher allows her to write meaningful articles that create a lasting impact. As a content specialist, she strives to promote a culture of safety in the workplace through accessible and reader-friendly content. With her high-quality work, she is keen on helping businesses across industries identify issues and opportunities to improve every day.

Leizel Estrellas is a content writer and researcher for SafetyCulture. Her academic and professional training as a researcher allows her to write meaningful articles that create a lasting impact. As a content specialist, she strives to promote a culture of safety in the workplace through accessible and reader-friendly content. With her high-quality work, she is keen on helping businesses across industries identify issues and opportunities to improve every day.