- May 8, 2025
Call Eavesdrop: Silent Monitoring for Quality Assurance
Call Eavesdrop is a feature that allows supervisors to listen to live calls between agents and customers without either party being aware. It’s a vital tool for quality assurance, training, and performance evaluation.
How Does Call Eavesdrop Work?
Supervisors can select active calls to monitor silently. This unobtrusive method ensures that agents’ natural call-handling abilities are assessed without the influence of being observed.
Benefits of Call Eavesdrop
Authentic Evaluation:
Provides insights into genuine agent-customer interactions.
Training Opportunities:
Identifies areas where agents excel or need improvement.
Compliance Monitoring:
Ensures that calls meet regulatory and company standards.
Use Case Example
A supervisor wants to assess how well a new agent handles customer objections. By using Call Eavesdrop, they can listen to several calls, gather insights, and provide targeted feedback to enhance the agent’s skills.
Common Questions About Call Eavesdropping
Is Call Eavesdrop legal?
Laws vary by jurisdiction. It's essential to inform all parties if required by law and to have clear policies in place.
Can agents be notified when their calls are being monitored?
Depending on company policy and legal requirements, agents may be informed that their calls are subject to monitoring.
Related Features
Explore features that pair well with Call Evesdropping:
