Call center agents are customer representatives to attend to customers’ various needs and inquiries. Customer service needs to stay on its top performance. Since the call center operates via computer, it is natural that you will need a call monitoring software to assist you in examining your agent’s call conveniently and effectively.
15+ Call Monitoring Software
4. Zoho Desk
5. Twilio Flex
6. Google Voice
What is Call Monitoring Software?
Call centers tend to receive hundreds of calls within a day. They offer customer service as their primary business. That is why it needs high-quality management and monitoring to ensure that agents provide their utmost service. Since manually examining and monitoring daily operations is almost impossible these days. You will need call monitoring software to help you monitor all the calls in daily operations effectively and efficiently. It is a technological tool with multiple advanced features and functionalities to assist you in accessing daily calls. Call monitoring software reduces manual processes and overlooks due to its active and automated features giving you insights to improve decisions.
In contrast to manual processes, which have limitations and require a lot of work, call monitoring software provides benefits and advantages to your call monitoring management. You can do multiple tasks on a single platform by using call monitoring software. You can identify agent performance proficiency, give effective feedback, facilitate goal-setting, identify agents in need of remediation, and more.
Features and functionalities differ depending on the technology company; they can offer features that can be helpful or not. Software is expensive. That is why it is crucial to research the performance and capabilities of the software that caught your interest. Features and functionalities are important factors that can help your management improve productivity and quality, a reason you need to prioritize them when choosing software for your company. You can read the software’s pros and cons given by users or test the software’s free trials and versions. The following are features you should consider:
- Alerts / Escalation
- Automated Routing
- Automatic Call Distribution
- Blended Call Center
- Document Storage
- Email Management
- Telemarketing Management
- Call Recording
Top 10 Call Monitoring Software
1. Google Voice
Google Voice is a voice calling solution that includes voicemail transcription, number assignment, call forwarding, ring groups, and other features. Google has annual revenue of $182 billion and 144,056 employees.
2. Zoho Desk
Zoho Desk from Zoho includes account management, automated routing, batch communications, case management, and more helpful features. Zoho has annual revenue of $1,018.3 million and 7,023 employees.
3. Twilio Flex
Twilio Flex includes voice conferencing, tenancy flexibility, agent scheduling and assignment, queue management, and more contributive features. Twilio Flex has annual revenue of $662.1 million and 4,566 employees.
Zendesk includes account management, appointment management, asset tracking, call center management, gamification, and more advanced features. Zendesk has annual revenue of $459.9 million and 3,172 employees.
8×8 includes agent interface, automated routing, campaign management, quality management, IVR/voice recognition, and more advanced features. 8×8 has annual revenue of $296.5 million and 1,619 employees.
Freshcaller from Freshworks includes collaboration tools, computer telephony integration, knowledge base management, and more valuable features. Freshworks has annual revenue of $288.7 million and 4,149 employees.
Five9 includes call scheduling, campaign management, appointment management, customer relationship management (CRM), and more innovative features. Five9 has annual revenue of $206.3 million and 1,423 employees.
IAuditor from SafetyCulture includes customizable reports, downtime tracking, inspection management, performance metrics, and more innovative features. SafetyCulture has annual revenue of $78 million and 375 employees.
Ringover includes contact management, scheduled recording, meeting management, employee activity monitoring, and more valuable features. Ringover has annual revenue of $5 million and 26 employees.
Assembled includes budgeting/forecasting, contractor management, employee scheduling, labor forecasting, and more advanced features. Assembled has annual revenue of $4.4 million and 30 employees.
Why is customer service important?
Customer service is one of the most important aspects of growing a business in the business world. Good customer service helps your company’s reputation boost and eventually spread brand awareness. Goods customer service assists you in converting customers to loyal customers. Customer service is critical to your company’s success because it keeps customers and extracts more value from them.
Why do you need to monitor calls?
Customer service companies such as call centers need to ensure they stay on top performance to attend to customers’ needs and acquire customer satisfaction. Monitoring calls can help you achieve your goals. Call monitoring is the practice of listening in on employee phone calls to improve communication and customer service.
Why do you need call management?
It is essential to manage calls in daily operations. Without call management, your operations could lead to chaos and dissatisfied customers. Good call management assists you in evaluating your call operations and improves insights in organizing and enhancing your daily operations more. Call management ensures quality assurance and operational efficiency.
Call center companies have critical roles in the economy. People require customer service to understand the details of the products and services they purchase. To ensure that your customer representatives provide good service, you will need call monitoring software. Such a tool presents comprehensive details to improve communication and eradicate complexities.
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