Call_MonitoringThis secure feature uses PIN numbers to ensure that only approved users can monitor calls on their company’s account. For transparency, the option to use a built in legal announcement can be configured from your online account portal. With this setting, all callers will be notified that their call may be recorded prior to the discussion. Administrators can also track call monitoring behavior to ensure that the system is being used appropriately.

How Does Call Monitoring Work?

Administrators can monitor calls from the office or by calling into the system remotely from a cell phone. From there, you can:
Call_Monitoring_Graphic

  • Monitor: Listen in on a call to monitor performance. Your line will be muted, and neither party will hear you.

  • Whisper: Speak to employees to help them handle a call. Only your employee on your account will be able to hear you.

  • Barge: Join in on the call to assist both parties.

Who Uses Call Monitoring?

Call Monitoring is an excellent training tool to either help new employees get acclimated with processes or to coach seasoned employees with new sales techniques. It helps to improve quality and performance, and helps sales teams increase revenue by increasing productivity.

“As a call center that works with Medicare Products, the Call Monitoring product allows us to work compliantly by monitoring our agents. The whisper feature allows us to guide agents if needed or barge in completely letting the client know a supervisor is on the phone as well. A true value added product.”

Shelly McGeoy, CEO
SMJ Life Health Annuities

For companies concerned about security and privacy, Call Monitoring’s service management tools ensure compliance.

And companies with a mobile workforce can listen in on company calls anywhere in the world to ensure that a global employee base represents the company accurately.

We have another reason to be proud of our new Call Monitoring service! This morning, we announced that we had received the INTERNET TELEPHONY Product of the Year award for our monitor, whisper and barge functions that allow authorized account holders to listen in on employee calls to help train or facilitate during conversations.

TMCNet’s annual awards honor products that “demonstrate vision, leadership, and attention to detail.”  When asked about his take on this award for the company’s innovative service offerings, Vocalocity’s CEO, Wain Kellum, said “We are dedicated to delivering the very best communication tools for our customers, and work diligently to develop innovative products to support their needs. It is exciting to be recognized for our delivery of these products for the third consecutive year with INTERNET TELEPHONY’s Product of the Year Award. Our Call Monitoring feature directly addresses our customers’ needs and helps to enhance their capabilities for client engagement and training while increasing productivity.”

If this is your first time hearing about Call Monitoring, check out our overview of this training tool or read how to get started if you’re a current customer.

We use Call Monitoring in our own office to help employees communicate better to customers – how do you use Call Monitoring in your office to monitor (silently listen in on), whisper (talk to your employee without the other caller hearing) or barge (assist a conversation with both parties hearing you)?

About Dave Morris

Dave is a content strategist and writer at Vonage Business Solutions, working with teams across the company to build communication programs that enable our customers and assist our prospects. He enjoys living in Atlanta and is an avid gardener, restaurant enthusiast and live music fan.