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February 4, 2020

How Live Call Monitoring Will Help You Coach A Championship Team

Do you own or operate a call centre business? If so, it’s part of your job to make sure your phone agents are getting regular feedback. Keeping in mind that Super Bowl LIV took place this past Sunday, look at things this way: you are the coach of a team. How do you plan on bringing your team to victory? As a coach, you need to provide motivation as well as tips and pieces of advice that will help each one of your players succeed.

This is what makes live call monitoring so important. Listening in to the calls of your phone agents, as they happen, is easily the best way to find out how to help them become better at their jobs. When you listen in live, you can immediately correct some of the missteps your agents may be taking. This will guide them towards making more productive decisions in future. It’s important to address such issues as using the appropriate tone of voice, following the script and effectively answering questions.

Live call monitoring allows you to resolve issues quicker.

Have your phone agents ever needed to escalate their calls to managers such as yourself? By listening in to calls before they get transferred to you, you’ll be able to easily ascertain the concerns of the callers. This way, you can more quickly address and resolve issues before they get worse. After taking over the call, customers will appreciate your attention to detail and ability to provide expedient service.

“Call barging is a call centre software feature that provides users with functionality that is one step above call monitoring,” explains Shauna Geraghty on, “It enables managers to barge in on calls, allowing them to speak directly to both the caller and the agent. This allows managers to provide support to both agents and customers and reduces the number of calls that have to be escalated to management.”

Live call monitoring grows customer satisfaction.

When you can whisper helpful advice to your reps without the callers hearing you, it simply makes the members of your team better customer service representatives. In many cases, your assistance will mean the difference between securing a long-time customer and losing one for good. As well, whispering helpful tips eventually makes your reps more proficient at answering questions correctly. This always makes customers happy!

“There’s a reason that the standard disclaimer call center callers hear includes the words ‘quality assurance purposes,’” notes Geraghty, “Call monitoring enables managers to silently listen to conversations without agents realizing. This means that agents are held to a standard of excellent customer service.”

Monitor/Whisper Control Panel is a call centre must-have!

As its name informs, MeloTel’s innovative Monitor/Whisper Control Panel service allows you to both monitor your phone agents and whisper helpful information to them. The “monitor” feature lets you listen to the phone calls of your phone agents live and without being detected.

The “whisper” features allows you to subtly drop in and coach agents on live calls at any stage of the sales process. In the event an interaction requires supervisory intervention, you can quickly “barge in” to immediately assist and resolve any issues your rep may be unable to fulfill.

For more information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

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Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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