What Is A “Listen In”?
In a contact center, a “listen in” refers to a technology feature that enables supervisors to listen in to an agent-customer phone interaction. Supervisors may do this to conduct a quality assurance check, to coach an agent during a call, to participate in the call if needed, or to silently evaluate calls. Listen in is part of call monitoring features in modern contact center platforms.
Benefits of “Listen In” in Call Monitoring
There are several benefits to having supervisors listen in to calls:
Improves agent performance
Helps provide support to new agents
Provides the ability to have a supervisor included in and intervene in complex calls
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