Are you struggling to train your agents or employees? Do you want to maintain a proper service quality across your call center operations?
Then you have arrived at the right place. In this blog, you’ll explore everything about call listening including its significance, best practices, benefits & many more.
If you’re a call center manager or a supervisor aiming to enhance agent performance or optimize, this post is the best option for you as it gives you a comprehensive guide about call listening and its process.
🔑 Key Highlights
- Call Listening is mainly important for understanding specific objectives such as customer feedback analysis, real-time call monitoring, quality assurance, training, risk management, etc.
- Listening to Calls is important for the business and mainly call centers because it improves customer engagement and overall sales performance.
- The Call Barging feature enables supervisors, agents, and customers to have a 3-way effective communication.
⏬Let’s get started.
What is Call Listening?
Call Listening is a process or a term mainly used in call centers, where supervisors, quality assurance professionals, and managers listen to the conversation between agents and clients. It enables supervisors to assess the agents’ performance and give proper training if needed.
With the Call Listening feature, you as a manager can ensure your agents are working properly, monitor real-time live conversations, and address customer’s needs.
Example: XYZ Call Center Company with a large operations team handles incoming calls daily about customer inquiries, tech support, and sales inquiries. There was a lack of a real-time feedback mechanism at first. But Since the Call Listening feature came, it monitored live calls between the agent and receiver with proper customer feedback sessions as well.
Why you should use Call Listening for your business?
There are plenty of reasons why one should use the call listening feature for their business. Some of them are as follows:
- Enhance Customer Service/ Satisfaction: One of the main reasons why you should use the Call Listening session is because it helps to enhance customer service by identifying their concerns properly and giving an instant solution to their problems. In this way, customers can be satisfied with the service they are getting.
- Improve Sales Performance: Another reason why you should use call listening feature is that it helps improve the overall sales performance by identifying different sales techniques, and strategies through understanding the customer’s needs which can lead to higher conversion rates for your business.
- Assess Necessary Communication Skills: One can assess necessary communication skills like building proper professionalism, trust, and empathy then following proper etiquette with the Call Listening feature. Proper Effective Communication through addressing customers’ concerns can help assess necessary skills for your business.
- Train Call Center Agents & Improve their Performance: Another main reason why you should use Call Listening for your business is because you as a manager, supervisor, or QA can train the call center agents and improve their performance to the next level.
- Proper Quality Assurance: Call Listening allows QA professionals to ensure the employees are following proper company protocols, and agents are providing excellent customer service. This helps maintain quality standards for your business.
3 Different Ways to Start Call Listening
There are different ways to start Call Listening. Many businesses might have an idea about call listening but some of them might not know the ways to initiate this feature. Some of them are as follows:
1. Call Recording
Call Recording is one of the common ways to initiate call listening. When Call center agents and the clients or customers talk with each other, the call recording comes in and records their whole conversations.
After the call ends, the call recording file gets saved into a folder. Then, Managers or supervisors can initiate the call listening process by listening to the recording file.
2. Call Whispering
Call Whispering is one of the ways to start Call Listening where the manager or supervisor can guide the agents without the customers knowing. It is useful for providing emergency support and handling challenging situations without interrupting of customer’s call experience.
A manager or supervisor can monitor the live calls from the list, and then select one of them to supervise the call center agents with proper guidance through Call Whispering.
3. Call Barging
Call Barging is the last way to initiate Call Listening. This feature enables managers or supervisors to barge in and listen to the live conversation of agents and callers making it a 3 way calling or three-way conversation.
It should be used with the proper consent of the call representative and customers to avoid disruption in the call.
5 Best Call Listening Software Providers in 2024
There are many Call Listening Software providers and it was difficult to choose the 5 best software providers due to the large quantity of options.
However, after evaluation of various factors such as features, reputations, and customer reviews, we have listed the best Call Listening Software based on the following criteria:
- Call Recording & Monitoring
- User Interface & Experience
- Customer Support
- Scalability & Flexibility
- Cost Effectiveness
- Advanced Call Features
- Integration with CRM Business Tools
| VoIP Providers | Starts at Pricings/ month | Features | Best for |
| KrispCall | $15 | Unified Callbox, Voicemail Transcription, Call Recording | Global Reach or International Calling with Good User-Friendly Interface |
| Kixie | $35 | Automatic Call Distribution, Call Recording, Call Logs, | Outbound Sales Team |
| CloudTalk | $25 | IVR system, Call Filters, Automatic Call Distribution, Call Notes, | Customer Experience |
| RingCentral | $20 | Visual Voicemail, Live Call Monitoring, Hot Desking | Multitasking Call Feature |
| Nextiva | $19 | Video Conferencing, Voicemail, Auto-attendant | Desk Phones |
1. KrispCall
KrispCall is one of the most popular call-listening software providers in 2024, offering various range of VoIP features that cater to business needs. With amazing Call Recording and Monitoring capabilities, it allows businesses to capture and review calls for quality assurance and training processes.
With an amazing intuitive design and user-friendly interface, KrispCall stands out as one of the top Call Listening software due to its 24/7 customer support system that can uplift the user experience.
🔍 KrispCall Features
- Call Barging
- Call Whispering
- Call Recording
- Call Monitoring
- Real-Time Live Listening
✅ KrispCall Pros
- Cost Effectiveness
- Scalable & Flexible 24/7 Customer Support
- Global Reach
- HD Audio Quality
❌ KrispCall Cons
- Mac OS and Windows App is not supported.
- Bulk Messages and Call Barging Feature is coming soon.
💲KrispCall Pricing
| Plan | Pricing (month/user) |
| Essential | $15 |
| Standard | $40 |
| Enterprise | Contact Sales |
How to Listen to Important Calls Using KrispCall?
With KrispCall, you can listen and never miss important calls through the following step-by-step process:
- Log in to the KrispCall dashboard, where you can manage the call logs and call recording settings.
- Review the call logs or recordings to identify important calls.
- Look at the “Live Calls” section to see all the ongoing live calls in progress.
- Click on the 🎧Headphone icon to listen to a specific call.
- Take important notes and details while listening to the call recording.
2. Kixie
Kixie is another popular Call Listening software choice, that provides various important features especially important for the sales team that allow managers to monitor real-time live sales calls and provide valuable insights with proper feedback and guidance.
Kixie’s integration with CRM tools allows for automatic call logging, data synchronization, and tracking leads to streamline sales operations.
🔍 Kixie Features
- Call Recording
- Call Logging
- Automatic Call Distribution
✅ Kixie Pros
- Enables Smooth Data Flow
- Agents are provided Coaching Tools to motivate them.
❌ Kixie Cons
- Little Expensive
- Limited Browser Compatibility
💲Kixie Pricing
| Plan | Pricing (month/user) |
| Integrated | $35 |
| Professional | Contact the Sales |
| Outbound Dialer | Contact the Sales |
3. CloudTalk
CloudTalk is another popular Call Listening software distibutor, which offers various features like speech analytics, sentiment analysis, and real-time monitoring. It can be used by businesses that are focused on delivering customer service.
Users can get valuable insights into clients’ interactions and identify areas for improvement with CloudTalk Call Listening software. It helps businesses connect seamlessly with customers.
🔍 CloudTalk Features
- IVR system
- Call Filters
- Automatic Call Distribution
- Call Notes
✅ CloudTalk Pros
- Feature rich
- Ease of use
- Scalability
❌ CloudTalk Cons
- Potential Performance Issues
- Limited Mobile App Functionality
💲CloudTalk Pricing
| Plan | Pricing (month/user) |
| Starter | $25 |
| Essential | $30 |
| Expert | $50 |
4. RingCentral
RingCentral is Call Listening software supplier which allows users to monitor calls and access key metrics without switching applications. It is best known for its multitasking feature and improving efficiency for employees.
RingCentral’s Heads-Up Display feature helps to streamline communication and collaboration and provides users with a centralized dashboard that integrates various communication channels, including voice calls, video conferencing, and team collaboration tools.
🔍 RingCentral Features
- Visual Voicemail
- Hot Desking
- Live Call Monitoring
- Unified Callbox
- Call Analytics
✅ RingCentral Pros
- Enhance Workflow efficiency
- Unified Communication
- Boost productivity for multi-taskers through Heads Up Display feature
❌ RingCentral Cons
- Declined Call Quality
- Some Users Experience Decline in Customer service
💲RingCentral Pricing
| Plan | Pricing (monthly/user) |
| Core | $20 |
| Advanced | $25 |
| Ultra Plan | $35 |
5. Nextiva
Nextiva is the last Call Listening software provider in this top 5 list, which helps in easy call recording and monitoring directly from your existing phone system by seamlessly integrating with desk phones.
Nextiva helps to streamline call listening workflows for businesses using desk phones. It offers businesses call monitoring and call analytics ability in real-time, which helps to provide important insights into agent performance and call quality.
🔍 Nextiva Features
- Video Conferencing
- Voicemail
- Auto-Attendant
- Screen Pop
- CRM Integrations
✅ Nextiva Pros
- Easy to setup
- Instant Messaging
❌ Nextiva Cons
- Call recording is only available in the Enterprise plan.
- Not Suitable for Large Scale Businesses
💲Nextiva Pricing
| Plan | Pricing (monthly/user) |
| Core | $20 |
| Advanced | $25 |
| Ultra Plan | $35 |
Never Miss a Beat: Stay on Top of Every Call with KrispCall’s Call Listening Superpowers
KrispCall’s Call Listening feature helps to offer users enhanced abilities to monitor, manage, and engage with the calls. It also ensures that they never miss any important information during conversations or calls.
This feature provides real-time monitoring capabilities ensuring managers and supervisors are aware of what’s going on inside the call whether it’s a sales opportunity, customer query, or any support issue.
KrispCall’s Call Listening feature helps businesses unlock customer insights and training teams through performance management, identifying trends and patterns, quality assurance, real-time call monitoring, training, and proper guidance.
You can get a monthly subscription at just $15 at KrispCall and the cost is cheaper with an annual subscription at just $12 per month. So, Hurry up to stay on top of every call with KrispCall’s Call Listening feature to satisfy your customers and also increase the work productivity of the call center agents and representatives in the business.
Wrapping up
Call Listening is a powerful tool that offers businesses insights into customer interactions by leveraging call listening features like performance analytics, quality assurance, real-time monitoring, etc.
Call Listening serves as an effective training tool to provide agents feedback and identify areas for improvement. It enables businesses to optimize their call center operations properly and drive continuous improvement.
There are other various Call Listening software, but if you are looking for the best software provider, then KrispCall is the best option. Book a free KrispCall demo now to see whether your business meets the requirements.
FAQs
What is live call listening?
Live Call Listening is the double listening process where the managers and supervisors listen to the agent’s conversation or call with the customers without the acknowledgment of both the customers and agents.
Can Call Listening be used for training purposes?
Yes, Call Listening can be used for training purposes, as it can identify the strengths and weaknesses of the call center agents and representatives.
What metrics should I track when listening to calls?
There are different metrics you should track when listening to calls like call volumes, call duration, conversation analytics, Ring, IVR, and Queue Duration, etc.
How can I use call listening to improve customer service?
You can use call listening to improve customer service through customer feedback surveys, building trust and empathy, avoiding arguments, etc.
