Call Monitoring

VirtualPBX Contact Center is equipped with powerful Call Monitoring features that give supervisors full control over live customer interactions. These tools allow you to oversee calls in real time, assess agent performance, guide conversations, and ensure efficient issue resolution. With our suite of tools—Monitor, Whisper, Barge, and Steal—you can discreetly listen in, coach agents, manage escalations, or take over calls entirely. This ensures improved team performance, effective training, and consistently high levels of customer service.

Monitor

Call Monitoring Without Interrupting

Monitor live calls between your agents and customers without either party being aware of your presence. This non-intrusive way of overseeing calls lets you assess agent performance, identify areas for improvement, and ensure compliance with company guidelines.

Quality assurance in real-time
Non-disruptive monitoring for smoother operations
Observe call flow and customer interactions effortlessly

Whisper

Provide Private Coaching

Speak to your agent during a live call without the customer hearing you. This feature is perfect for training new team members or guiding agents through difficult conversations, providing live feedback and support exactly when needed.

Discreet agent coaching during live calls
Real-time support for handling challenging situations
Improved agent confidence and customer outcomes

Barge

Take Over When Necessary

Enter a live call when necessary, giving you the ability to join the conversation between your agent and the customer. This feature is ideal for escalations, emergencies, or when you need to take over to resolve an issue.

Seamless call intervention for escalations
Proactive issue resolution in real time
Enhanced support for high-priority or complex situations

Steal

Take Full Control of the Call

In situations where you need direct control, Steal allows you to take over a live call from your agent. You can seamlessly transfer the customer to yourself and handle the conversation without the agent’s participation. Steal serves as a powerful tool for managing critical calls and ensuring you handle high-priority issues with the utmost care.

Complete control over critical calls
Smooth, professional transitions for urgent issues
Ensure the best outcomes for customer satisfaction

Get Started today with a free Call Monitoring Consultation

Want to see how Call Monitoring can transform your team’s performance? Schedule a free demo today to experience VirtualPBX Contact Center’s powerful tools—Monitor, Whisper, Barge, and Steal—and see how they can enhance your customer service!

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