Call Center Quality Monitoring Ensures a Positive Customer Experience
With agent training costs representing a persistent challenge in most professional call centers, many have quality monitoring to help ensure a consistent and positive customer experience.
Five9 call center quality monitoring (QM) enables supervisors to monitor agent activity and instant messaging, and authorized users can listen to call recordings via the Five9 Reporting application. Our call center monitoring software allows supervisors to silently monitor live calls for a selected agent or randomly monitor calls for campaigns that the supervisor manages.
Additionally, supervisors can escalate from silent call center monitoring to “whisper coaching,” which is advice to agents that the other parties on the call cannot hear. Another option allows supervisors the option of “barging in” on the agent in order to speak with all parties. The call center QM status of each agent is color-coded and visible to other supervisors so that everyone can see which agents are currently being monitored.