Call Listening

Monitor Performance Of Agents & Quality of Service Provided With Call Listening

Boost the quality of your business calls with KrispCall’s Call Listening feature. Gain valuable insights into agent performance and service quality by listening to live calls. Ensure impeccable customer interactions, identify areas for improvement, and uphold service excellence consistently.

Monitor Performance

How to Listen to Live Phone Calls on KrispCall?

With KrispCall, you can listen to live conversations directly from your dashboard. Just log in, head to the “Live Calls” section, and click the headphone icon next to any active call. Instantly, you’ll be connected to the live conversation, letting you gain immediate insights into customer interactions and agent performance.

  1. Set up your KrispCall account and get started with its services.
  2. Log in to your KrispCall account and open the dashboard.
  3. Look at the “Live Calls” section to see all the live calls currently in progress
  4. To listen to a specific call, click on the headphone 🎧 icon.
  5. Start listening to the live conversation in real time.
How to Listen to Live Phone Calls on KrispCall
What is Call Listening_

What is Call Listening?

Call listening refers to the practice of monitoring and analyzing phone conversations between individuals. In a business context, it’s often used and employed as a resource for various reasons like quality assurance, learning effective telecommunication skills, gaining insights into conversations, and training purposes.

Call Center supervisors often use this feature to listen to customer service calls happening between representatives and customers to ensure that agents are providing excellent service, adhering to guidelines, and addressing customer needs effectively.

All in all, it’s a method of understanding and enhancing interaction through the analysis of spoken conversation during a call. This helps to improve customer satisfaction and employee performance.

How Does a Call Listening Software Work?

A Call Listening software works by tapping in on telephone conversations for the purpose of monitoring and analyzing them. The software typically functions when it is already integrated with a phone system or network to eavesdrop on audio data during live conversations.

Call Listening software can help you act as a silent observer on your own phone lines. It lets you tap into conversations taking place in real-time on your phone line(s) and observe them discreetly. It is often used for active listening in a call center, especially in the customer service department, and involves supervisors monitoring live to evaluate agent performance, identify training needs, and ensure quality customer interactions.

How Does a Call Listening Software Work

Call Listening Vs Call Monitoring : What is the difference?

Call ListeningCall Monitoring
The act of actively listening to live or recorded calls between agents and customers.A broader term encompassing various activities to track and analyze call quality, including listening, recording, and reporting.
Is done through call management software that has features like live listening, call recording, and note-taking.Is done through a collection of various tools, like call transcription software, call analytics platforms, and reporting dashboards.
Typically used by call center supervisors, team leads, and quality assurance specialists.Typically used by call center managers, executives, data analysts, and customer experience professionals.
It is used to listen in on individual calls that are selected based on specific criteria (e.g., agent performance, customer satisfaction).It is used to aggregate data from all calls, including call metrics, agent trends, and customer sentiment.

Benefits of Using Call Listening Software for Business

Benefits Of Using Call Listening Software For Business
Measure Agent Performance
Supervisors can use call listening to evaluate and measure the performance of individual employees.
Consistent Service Delivery
With it, supervisors ensure all agents are providing a consistent and high-quality customer experience by listening to calls to ensure compliance.
Understand Customer Needs
Using call listening software to listen to customers' calls provides valuable insights into their needs and preferences.
Improve Customer Satisfaction
Businesses can use call listening to identify customer concerns and tailor their approach accordingly to create a more personalized and positive customer experience.

Using Call Listening Software For Business: Best Practices

Listen Enough: Prioritize the activity rather than lip service Listen to enough calls to get a clear picture of how things are going.
Classify Each Call: Determine what the customer is calling about and how much detail is required for each call via listening.
Identify and Prioritize Improvements: List the ways in which your company upsets its customers and fails to resolve their problems and then use those to prioritize the areas for improvement.
Focus on Coaching and Development: Rather than being punitive, use call listening as a way to coach and develop agents and provide them with resources and training to help them succeed.

Frequently Asked Questions

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Real-time call listening, also known as double-call listening, refers to the act of listening in on ongoing phone calls as they happen. This practice is typically used in call centers or other organizations where listening to calls is necessary for quality control, training, or compliance purposes.

Call listening, in the context of a call center, refers to the practice of supervisors or managers silently listening to live customer calls taken by their agents without letting them know. It’s essentially like eavesdropping but used for a positive and intended purpose.

Call listening in call centers has several objectives, often interconnected, working towards improving various aspects of the operation. The primary objectives of using call listening include:

  • Evaluating agent performance.
  • Improving customer service delivery.
  • Resolving issues in real time.
  • Identifying training needs.
  • Quality assurance.
  • Getting customer insights.

Call listening is important in a call center as it helps call center managers listen in on calls and observe how their agents are handling all customer interactions.

The use of call-listening software in contact centers typically improves performance. Additionally, it helps supervisors identify agent training needs, highlights potential problems with customer service, and also helps employees get feedback.

Call listening is a powerful feature that can help a business improve its customer service and satisfaction. By listening to the calls between agents and customers, a business can:

  • Identify the common issues and problems that customers face and how to solve them.
  • Evaluate the performance and quality of the agents and provide feedback and coaching.
  • Understand the needs and expectations of the customers and how to meet them.
  • Discover the opportunities and gaps for improvement and innovation.
  • Enhance customer loyalty and retention by resolving their issues and exceeding their expectations.

Setting up Live Call Listening on KrispCall is entirely free! No additional fees or upgrades are needed. Just log into your KrispCall account, then hop over to your dashboard and start listening to calls in real time. Simple as that!