If you ask employees why they love their hosted cloud phone system and would sooner call in sick or stage a sit-in before going back to a conventional landline system, they’ll usually focus on features, features and yet more features.
Whether they’re using video conferencing to connect face-to-face with colleagues, getting voicemails and faxes delivered to their inbox, creating customized auto-attendant greetings — and the list goes on — the biggest complaint that employees have about a hosted cloud phone system is that they didn’t get one sooner.
At the same time, supervisors are also big hosted cloud phone system fans thanks to a innovative feature called Live Call Monitoring.
What is Live Call Monitoring?
As the term suggests, Live Call Monitoring is a feature that allows supervisors (as well as managers, mentors, or any other authorized hosted cloud phone system user) to listen-in on a colleague’s call while it’s taking place, in order to achieve the following key benefits:
1. Enhance Training and Ensure Compliance
Supervisors can silently monitor conversations between employees and customers to identify talents that can be celebrated and applauded (e.g. skillfully de-escalating a potentially confrontational situation), as well as detecting errors that can be fixed and weaknesses that can be strengthened. Supervisors can also ensure compliance with prevailing policies and regulations, such as those relating to the release of sensitive information.
2. Engage to Improve Customer Experience
While monitoring conversations, supervisors can privately engage employees to offer advice and instructions that improve overall customer experience (e.g. “we’ve just received word that the inventory has arrived and so you can tell the customer we can ship it out today.”) The line of communication is exclusively between the supervisor and employee, and as such there is no risk that customers will ever hear anything.
3. Intervene to Provide Timely Information
There are also scenarios when supervisors may want to actively insert themselves into the conversation, such as when a customer is on hold because an employee has been called away to attend a high priority call or personal emergency. In such cases, supervisors can easily jump in and create a three-way conference, and then just as easily remove themselves and restore the normal two-way call.
The Bottom Line
Ultimately, Live Call Monitoring isn’t just a win for supervisors: it’s also highly beneficial for employees who get the training, guidance and teamwork they need — especially during busy, hectic times when it’s all hands on deck!