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November 7, 2019

Why Live Call Monitoring Is Such A Business Booster

Once upon a time, call centre managers were forced to wait until the calls of their phone agents were complete before they could be monitored. Call recording technology enabled them to listen back to those calls so they could determine the strengths and weaknesses of the employees who worked for them. Of course, calls are still recorded today. Giving your reps the ability to listen back to their calls is an excellent way to help them develop better habits.

However, these days, call centre managers are no longer forced to wait for call recordings to monitor calls. With MeloTel’s Monitor/Whisper Control Panel, call centre managers can “monitor” calls live while being undetected. The service also lets you “whisper” suggestions or jump into conversations whenever reps are in need of assistance.

Live call monitoring helps you make quick and significant customer service improvements.

With Monitor/Whisper Control Panel, you can help your reps right away. In the event that an interaction requires a supervisor’s intervention, you can quickly “barge-in” to immediately assist and resolve any pending issues your rep may be unable to fulfill.

“Real-time monitoring lets you evaluate agent performance in the moment,” explains Kyley Eagleson of Genesys, “Then you can give feedback about how they’re doing during any interaction. If the agent has a clear handle on the issue, you can let them know they’re on the right track. If not, you can easily provide information and guidance to get them where they need to go.”

Live call monitoring helps you and your team to learn how to drive sales.

No matter how many years of experience you have in your industry, there will always be room for you to learn. Things change, and so do people. As a result, buying trends change. Knowing how to consistently meet the ever-growing needs of your target audience is a key to your company’s success. By listening in to the calls taken by your phone agents, you’ll gain greater insight into how to drive sales well into the future.

“When it comes to sales, foremost here is having a stronger grasp of what brings them into the fold – what convinces your leads to sign up or buy,” writes Dan Sincavage on, “Your best sales reps can give you priceless insight on what works. From here, you can implement team-wide training to apply these best practices. Use call monitoring as a starting point for more effective sales teams and watch your revenue grow!”

Live call monitoring helps to reduce your employee turnover rate.

Are you having issues keeping employees happy? Are you finding that you have to constantly hire and train new employees due to a high turnover rate? Perhaps, the reason for this is that your agents don’t feel as supported as they should.

“Turnover in call centers is a massive issue and being understaffed has a ripple effect,” notes Eagleson, “If agents feel confused, overworked or undervalued, they’ll move on. With real-time data monitoring, you can identify why agents are leaving and take steps to fix the issue — or issues.”

Contact MeloTel today to learn more about how Monitor/Whisper Control Panel can help you boost business. Please don’t hesitate to call 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

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

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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