As customer call volume increases, managers can’t listen to every conversation anymore. That makes it harder to stay on top of call quality, customer experience, and coaching opportunities.
Call monitoring software can help your team boost CSAT scores and find coaching opportunities. The right tool can help you create a playbook for consistent, high-quality service. Perhaps this is the ultimate goal of any business that communicates with its customers over the phone.
In this guide, we’ve gathered a list of the best call monitoring software of 2026. Plus, what you should know about call center quality monitoring software and how to pick the right one for your business.
What is call monitoring software?
Call monitoring software is designed to provide full visibility over your inbound and outbound calls. There are many different uses for call monitoring software. From training to quality assurance, it’s a powerful tool for boosting your team’s performance and is more convenient than a call monitoring form.
Depending on the service provider, you can enable additional functions like:
- Call listening. Listening to or playing back conversations
- Call transcription. Reviewing specific parts of a recorded conversation by jumping into the transcribed call
- Call barging. Taking over phone calls from employees
- Call whispering. Giving suggestions to the rep without the customer hearing
Call monitoring solutions are usually bundled with business phone systems, so you don’t need to buy separate platforms for your team.
Keep reading to take a closer look at your options.
Comparing the 11 best call monitoring tools for businesses
What’s the best call monitoring software on the market for your team? Let’s compare the top 11 side-by-side in the table below:
| Provider | Starting price | Unlimited calling to US & Canada | SMS & MMS to US & Canada | Shared phone numbers | Additional phone numbers | Best for |
|---|---|---|---|---|---|---|
| Quo | $15 per user per month | ✓ | ✓ | ✓ | $5 per number per month | Small and growing businesses |
| Zendesk Suite | $55 per user per month | X | ✓ | ✓ | Varies | Ticket management |
| Talkdesk | $85 per user per month | X | ✓ | ✓ | Contact for a quote | Real-time analytics dashboards |
| Aircall | $30 per user per month | ✓ | ✓ | ✓ | $6 per number per month | International contact centers |
| Zoho Desk | Free plan | Requires Zoho Voice | Requires SMS add-on | X | X | Existing Zoho users |
| CloudTalk | $30 per user per month | ✓ | ✓ | Shared call inbox | $6 per number per month | Global calling |
| Kixie | Contact for a quote | ✓ | ✓ | ✓ | $5 | Sales teams |
| RingCentral | $20 per user per month | Limited toll-free minutes | Starts at 25 SMS per user per month | Calls only | $4.99 per number per month | Desk phone support |
| Freshcaller | Free plan | X | MMS support varies depending on region | X | Prices vary | Freshdesk users |
| NICE | $110 per user per month | X | MMS isn’t supported | Shared call appearance only | Cost varies | Large enterprises |
| Dialpad | $15 per user per month | ✓ | For US and Canadian customers only | ✓ | Requires upgrade | HIPAA-compliant video calls |
Let’s dive deeper into each, starting with the highest-rated solution for small businesses:
1. Quo
Pros
- Unlimited calls and texts to the US and Canada
- Local and toll-free virtual numbers are available
- Automatic call recording
- Offers group calling
- AI call tags
- AI call summaries and transcripts
Cons
- Can’t verify accounts through two-factor authentication*
*Nearly all virtual phone numbers share this problem. For safety reasons, companies like Facebook, Uber, and Google rarely let you authenticate accounts through a virtual phone number.
Quo, formerly OpenPhone, is a business phone system that helps teams engage customers and scale their business. With its built-in call monitoring features, you can record inbound and outbound calls from anywhere in the world. You can review conversations to find coaching opportunities or keep records for legal purposes.
With Quo, you can customize call monitoring settings for all your business numbers, including local US, Canadian, and North American toll-free numbers. That way, you never have to worry about conversations falling through the cracks.
Quo makes customer service quality assurance easy. For example, it offers call transcription software that allows you to QA calls or reference information later if a dispute comes up. You can also rely on call summaries with action items to quickly get caught up on conversations.
But this just scratches the surface. In addition to our call recording tools and AI-generated transcripts, you can also access:
- Shared numbers to split responsibility for incoming calls and texts
- Ring groups to route calls to the right person at the right time
- Auto-replies to set expectations with customers even while off the clock
- Scheduled texts so you can easily send timely reminders
- Analytics that track handling time, rep productivity, and call volume
- Missed call notifications that indicate whether a call was missed outside business hours, while Do Not Disturb was enabled, or because a specific Quo number was muted
- AI call tags that help you track customer sentiment by using AI to analyze calls after they’ve finished
- AI voice agent, Sona, to answer calls when your team isn’t available, answer common questions, and send texts during live calls
Why we chose Quo
We may be biased, but we think Quo earns its place as number one on our list. We reviewed customer feedback on sites like G2 and compared how each tool handles call monitoring day-to-day. What stood out about Quo was that you get unlimited calling, along with AI summaries, an AI agent, and call tags. For growing teams, this makes it easy to review calls, spot patterns, and coach reps. You don’t have to worry about your phone system keeping up as your business grows.
Quo pricing: Starts at $15 per user per month
Free trial available: seven-day free trial
G2 rating: 4.7 out of 5
Key features of Quo
- One free US, Canadian, or toll-free number per user
- Shared phone numbers
- SMS and MMS messaging
- Phone menu
- Text message automations, such as snippets and auto-replies
- Voicemail transcriptions
- Call recording
- Business app integrations, such as Slack, Zapier, Google Contacts, webhooks, and Make
Get signed up with Quo in under 15 minutes. First, try Quo for a week by signing up for our free trial. Then when you’re ready, you can port any existing number, such as a local US, Canadian, or North American toll-free number, to Quo for free.
2. Zendesk Suite
Pros
- Help center
- Ticket hub
Cons
- Can’t send more than 250 texts simultaneously from one number
- No unlimited inbound or outbound calls
- Can’t send MMS messages to international phone numbers
The Zendesk Suite is a customer service platform with built-in call monitoring software. You can unlock different features depending on the solutions you choose. These include its help center, ticket hub, and reporting and analytics tool, Zendesk Explore. You can also rely on Zendesk’s native analytics platform to track progress toward your KPIs.
Zendesk’s live calls dashboard lets you monitor ongoing calls, listen to conversations, and barge in on calls when reps need help. Many teams use Zendesk as their customer ticketing platform, then pair it with a dedicated business phone so they can easily make calls. Keep in mind that Zendesk charges per minute for outbound and inbound calls, so working with a separate provider can be more cost-effective for your business.
For example, with US numbers, inbound calls answered in the browser cost $0.012 per minute. Local rates also apply when calls are forwarded to a phone.
Pricey phone calls aren’t Zendesk’s only drawback — text messaging is also limited. You can’t send outbound MMS messages or send more than 250 text messages from one number at the same time. Plus, you can only receive inbound MMS messages on local US numbers, meaning you can’t get pictures if you’re using an international number.
Why we chose Zendesk Suite
We chose Zendesk for its ticket management. It’s easy to track issues, assign owners, and keep conversations organized. That said, its phone features are expensive at scale. If your team handles a high volume of calls, the per-minute pricing can add up quickly.
Zendesk Suite pricing: Starts at $55 per user per month
Free trial available: 14-day free trial
G2 rating: 4.3 out of 5
Key features of Zendesk Suite
- IVR, requires an upgrade
- Call routing
- CSAT surveys, requires an upgrade
- Quality assurance, or QA, requires a paid add-on
- Ticket queues to avoid agents cherry-picking, requires an upgrade
3. Talkdesk
Pros
- Feedback surveys
- Quality management
Cons
- No unlimited calls to US and Canadian numbers
- No unlimited SMS to US and Canadian numbers
- Expensive compared to other call monitoring software options
Talkdesk is a contact center solution with tools that can help your team monitor calls. Apart from its customer experience analytics and omnichannel tools, you can integrate with:
- Live chat support
- Self-service workflows
- Microsoft Teams
Like Zendesk, Talkdesk offers real-time dashboards so you can see what your reps are up to. You can quickly glance over calls in the queue, ensuring your team answers customers the same way.
It’s possible to purchase US and Canadian numbers through Talkdesk. But you do have to pay extra for inbound/outbound calls, as well as per message per user. Keep in mind these rates aren’t listed up front; you’ll need to contact Talkdesk for pricing details.
Why we chose Talkdesk
We chose Talkdesk for its real-time analytics dashboards. Managers can see call activity, queues, and rep performance in real time.
Talkdesk pricing: Starts at $85 per user per month
Free trial available: 15-day free trial
G2 rating: 4.4 out of 5
Key features of Talkdesk
- Quality management
- 70+ integrations with CRMs and helpdesk apps
- Live reporting, requires an upgrade
- Feedback surveys
- Call recording
4. Aircall
Pros
- Call whispering, requires an upgrade
- AI-driven call transcriptions, requires a paid add-on
Cons
- Unlimited call recording storage is only available on the most expensive plans
- No auto-replies
- User minimums across plans
Aircall is a business phone system for sales and customer support teams. You can use call recording, ring groups, and pause-resume recording to keep customer information private. Aircall also lets you provide in-the-moment help to reps with its call whispering feature.
Unfortunately, the vast majority of Aircall’s call monitoring tools sit behind a paywall. You have to pay an extra $9 per user per month to access call transcriptions, call summaries, and key topic recognition. These features are only available as add-ons and aren’t built into any of their plans.
Aircall’s call recording feature is limited at best. Unless you upgrade to a more expensive plan, you can only store recordings for up to a year.
There are a few other limitations to keep in mind. With Aircall, you can make unlimited international calls in more than 100 countries. This may be a good option for businesses with an international presence, but it requires a 25-user minimum under Aircall’s custom plan.
Why we chose Aircall
Aircall is a good option for international contact centers since it offers unlimited worldwide calling. But that coverage is expensive. You need to pay for at least 25 users, and it comes with custom pricing. For many teams, that puts Aircall at the higher end of the market.
Aircall pricing: Starts at $30 per user per month with a three-user minimum
Free trial available: Five-day free trial
G2 rating: 4.4 out of 5
Key features of Aircall
- Call routing
- Auto-attendant
- Toll-free numbers
- Call recording, unlimited storage requires an upgrade
- Call whispering, requires an upgrade
5. Zoho Desk
Pros
- Sentiment analysis, requires an upgrade
- Knowledge base, requires an upgrade
Cons
- Requires integrating Zoho Desk with Zoho Voice to access telephony features
- Customer happiness ratings, requires an upgrade
- Multi-level IVR requires Zoho Voice
You may be familiar with some of Zoho’s tools, including its CRM, email service, and separate business phone solution.
You can use its customer service tool, known as Zoho Desk, to manage customer tickets while monitoring conversations. And it comes with ticket management features and time-saving tools like snippets. It also lets you provide support to customers on social media, live chat, and instant messaging platforms like Facebook.
But setting up your phone system with Zoho Desk can be complicated, expensive, and time-consuming. First, you have to integrate with one of their limited telephony plans like Zoho Voice, which comes with only 250 outgoing minutes per license per month. If you want more, you have to upgrade to the Contact Center plan. Otherwise, you can’t use call monitoring tools like call whispering, call listening, and call barging with Zoho.
Why we chose Zoho Desk
Zoho Desk is best for teams that already use Zoho Voice. For most businesses, the steep learning curve and cost won’t be worth it.
Zoho Desk pricing: Starts with a free plan
Free trial available: 15-day free trial
G2 rating: 4.4 out of 5
Key features of Zoho Desk
- Snippets, requires an upgrade
- Analytics and call reports
- SLA dashboards, requires an upgrade
- Call routing, requires Zoho Voice
- Call recording, requires Zoho Voice
6. CloudTalk
Pros
- International numbers in over 160 countries
- Call transfers
Cons
- API support, requires an upgrade
- Call monitoring, requires an upgrade
- No unlimited messages
CloudTalk is a VoIP phone system that offers features focused on contact centers. These include call routing, international numbers in 160+ countries, and free international calling.
But you should know CloudTalk’s most helpful features require multiple upgrades. For example, you can’t access three-way calling without paying for the Expert plan that costs $49 per user per month.
Keep in mind advanced call monitoring features like call barging and call whispering are also only available on the Expert plan.
Why we chose CloudTalk
CloudTalk is best for global calling. It lets teams buy local phone numbers in 160+ countries, making it easier to support customers across regions.
CloudTalk pricing: Starts at $19 per user per month
Free trial available: 14-day free trial
G2 rating: 4.4 out of 5
Key features of CloudTalk
- Unlimited inbound and internal calls
- Call recording
- Call monitoring, requires an upgrade
- Agent reporting, requires an upgrade
- Call scoring, requires a paid add-on
- International numbers
7. Kixie
Pros
- Bi-directional CRM integrations
- Live call coaching
Cons
- PowerDialer, requires an upgrade
- AI-powered sentiment analysis, requires an upgrade
- Reducing dropped calls, requires a paid add-on
Kixie is a texting and engagement platform designed to speed up your team’s workflow by connecting with CRMs. Using the bi-directional integration tools, you can push data from your phone system to your CRM, and vice versa, to keep everyone in the loop.
Kixie has a few unique features to consider. The PowerDialer, for example, lets you call up to 10 leads at a time with no connection lag. However, it requires upgrading to the most expensive plan.
In terms of extra fees, Kixie charges for outbound text messages. For example, texting costs $0.01–$0.013 per message for US and Canadian numbers. You also can’t access the AI-powered voice call sentiment analysis unless you pay for the Conversation Intelligence add-on. Keep in mind that the pricing for this add-on isn’t public.
Why we chose Kixie
Kixie is built for high-volume outbound sales. Its PowerDialer lets reps call up to 10 leads at the same time, with no connection lag. That helps sales teams move faster and spend more time talking to real prospects.
Kixie pricing: Contact the sales team for a quote
Free trial available: Seven-day free trial
G2 rating: 4.8 out of 5
Key features of Kixie
- Call recording
- Automatic lead dialing, requires an upgrade
- Unlimited calls in the US and Canada, including landlines and mobile
- Call disposition logging
- Zapier integration
- CRM integrations
8. RingCentral
Pros
- Multi-level auto-attendant
- Give reps automated feedback, requires a paid add-on
Cons
- Call whispering, requires an upgrade
- Base plan only includes 25 texts per user per month
- Call recordings expire after 90 days
RingCentral is a cloud-based phone system that offers unified communications, such as video and voice calls. It also supports desk phones, which is handy if your office still uses them. Keep in mind its base plan only comes with:
- 25 texts per user per month
- 100 toll-free minutes per user per month
- Basic on-demand call recording
Call monitoring tools like whisper, barge, and takeover require you to upgrade to the Advanced plan, which costs $25 per user per month. If you do upgrade, be prepared for call recordings to expire after 90 days. Upgrading to the Ultra plan, which costs $35 per user per month, provides ‘unlimited’ storage. But you’re still capped at 100,000 automatic call recordings per account and just 200 on-demand call recordings per user.
Additional call monitoring tools come with expensive add-ons. This includes its AI Conversation Expert add-on, which gives reps automated coaching tips to help them improve.
Why we chose RingCentral
RingCentral stands out for offices that rely on desk phones for daily call handling. But if you need call monitoring software with unlimited texting, you should go with another tool.
RingCentral pricing: Starts at $20 per user per month
Free trial available: 14-day free trial
G2 rating: 4 out of 5
Key features of RingCentral
- SMS support
- Call whisper, takeover, and barge, require an upgrade
- Local and toll-free Canadian numbers
- Voicemail-to-text
- Call log reports
9. Freshcaller
Pros
- Caller ID
- Integrates with Freshdesk
Cons
- Outbound calls are billed per minute
- No unlimited calling on any plan
- Call barging, requires an upgrade
Freshcaller is a cloud-based call center solution that’s ideal for teams already using Freshdesk. It lets your team handle two-way phone calls directly inside the helpdesk, so there’s no need to switch between tools. You can also turn a call into a support ticket with a single click, helping reps move faster during or right after a conversation. Just keep in mind that the Freshdesk integration isn’t available on the free plan.
While Freshcaller does offer a free plan, outbound calls to US numbers cost $0.022 per minute. And unlike some business phone systems, no plan includes unlimited calling. For example, even with the most expensive plan at $69 per user per month, usage is capped at 5,000 minutes per user.
Plus, certain features are locked behind higher tiers. For example, call barging is only available on the Pro plan, which costs $39 per user per month.
Why we chose Freshcaller
If you’re already using Freshdesk, Freshcaller can be a good option. Calls can be turned into support tickets with a click, making it easier for reps to document conversations as they happen.
Free trial available: 14-day free trial
Freshcaller pricing: Starts with a free plan
G2 rating: 4.1 out of 5
Key features of Freshcaller
- Two-way phone calls directly inside Freshdesk, requires upgrade
- Basic call queues, requires upgrade
- Desktop notifications
- Call barging, requires an upgrade
- Call monitoring, requires an upgrade
10. NICE
Pros
- Automatic call scoring
- Review conversations across multiple channels
Cons
- Expensive
- Steep learning curve
- Users report a lack of good customer support
NICE is made for large enterprises that handle a high volume of customer conversations across multiple channels. For example, the platform automatically reviews conversations across voice, digital, and CRMs like Zendesk. This helps your business keep customer information in one place.
One reason companies choose NICE is its automatic call scoring feature. Calls are evaluated against set criteria, which helps reps review them the same way as your business scales.
But there are tradeoffs you should know about. NICE takes time to learn and is expensive. The base plan costs $110 per user per month. And some users report frustration with support. As one reviewer put it:
“Lack of meaningful support. Limited forums for asking questions. Forcing users to write reviews in order to post questions. Semantic inconsistencies between WebSocket and API interfaces.” — G2
Why we chose NICE
NICE makes sense for enterprises that need to monitor, score, and review a large volume of calls without manual QA becoming a bottleneck.
Free trial available: 60-day free trial
NICE pricing: Contact the sales team for a quote
G2 rating: 4.3 out of 5
Key features of NICE
- Voice and digital channels
- Omnichannel routing
- Recording and compliance
- AI routing, requires an upgrade
- Performance management, requires an upgrade
11. Dialpad
Pros
- Unlimited calling in the US and Canada
- Call recording and three-way calls on the base plan
- HIPAA-compliant video calls
Cons
- Additional phone numbers require upgrading to the Pro plan
- Meeting transcription details require contacting sales
Dialpad is built for large contact centers handling high call volume. Its base plan includes unlimited calling in the US and Canada, so teams don’t have to worry about tracking minutes.
Where Dialpad stands out is video calling. It offers HIPAA-compliant video calls, making it a strong option for healthcare teams that rely on video meetings.
Dialpad also includes essentials like call recording and three-way calling on the base plan. However, those features alone may not cover most day-to-day call monitoring needs. Plus, if you want to purchase additional phone numbers, you’ll need to upgrade to the Pro plan, which costs $25 per user per month.
Why we chose Dialpad
Dialpad is a practical option for teams that need to host HIPAA-compliant video meetings.
Free trial available: 14-day free trial
Dialpad pricing: Starts at $15 per user per month
G2 rating: 4.4 out of 5
Key features of Dialpad
- Unlimited calling
- Multi-level auto-attendant
- Custom call routing
- Extensions, requires an upgrade
- SSO, requires an upgrade
How we evaluated the best call monitoring software
To narrow down the best options, we scored each tool using the same set of criteria. This helped us compare platforms side by side and focus on what actually matters for growing teams.
Here’s what we looked at and how much weight each factor carried.
| Evaluation criteria | What we evaluated | Weight |
|---|---|---|
| Ease of use for growing teams | How intuitive the interface is, how easy it is to navigate, and how quickly teams can get started without heavy agent training. | 15% |
| Core call monitoring features | Live call monitoring, call recording, analytics, call routing, and tools like call whispering or barging. | 25% |
| AI and conversation insights | AI call summaries, call tags, call sentiment, and tools that surface trends and patterns. | 30% |
| Onboarding and setup | How simple the setup process is, plus access to training resources and in-product guidance. | 10% |
| Customer support | Support availability, response times, and the quality of help docs and resources. | 10% |
| Customer reviews | Feedback on reliability, call quality, usability, and overall satisfaction. | 10% |
Essential features of call monitoring software for small businesses
Here are the features to keep in mind when choosing the right call monitoring software for your business:
- Call recording: Review past customer calls to analyze tone and pause during key moments. This makes it easier to manage customer interactions without pressuring team members during live calls. That way, you can provide more thoughtful feedback based on complete rather than brief conversations.
- AI call transcripts: You should have access to call transcripts, especially if you’re tight on time and need to quickly review a conversation.
- Analytics and data reporting: It’s easier to manage what you can measure. Data reporting helps you understand your performance indicators, like handle time and CSAT scores. Then you’ll be able to track progress over time and monitor ebbs and flows.
- Team collaboration tools: Features like internal threads and mentions let reps message each other while on a call. This makes it easier for customers to quickly get their questions answered.
- Call routing: The last thing customers want is to bounce between departments looking for answers. With the right call routing tools like phone menus and call transfers, you can direct callers to the right number, rep, or department.
- AI call tags: Automatically categorize calls with labels like ’Feedback’ to track trends and improve workflows. You can use these tags to quickly identify patterns in customer inquiries and decide what actions to take.
- Group calling: Listen in on live calls to shadow new team members or let trainees observe experienced colleagues in action. This type of real-time listening gives you the chance to provide immediate guidance and helps trainees get up to speed faster.
- AI voice agents: Answer calls when your team isn’t available and respond to routine questions. That way, fewer calls go unanswered, and reps can focus on conversations that need a human touch.
How to choose a phone solution with call monitoring software for your business
Feel overwhelmed by all your options? You’re not alone. But the sooner you narrow them down, the sooner you’ll pick the best one.
Use these four steps:
- Identify goals: Before you start looking at specific platforms, consider your goals and the features that will help you get there. What are the must-haves? Which features won’t have a big impact on your growing business?
- Shortlist options: Once you’ve identified the features you need, cross off providers that miss the mark. This should leave you with a more manageable shortlist, hopefully with four or fewer providers.
- Read customer reviews: The best way to get a feel for a business phone solution is to scroll through reviews. You can check sites like G2 or Capterra to find red flags, like unresponsive support.
- Trial the best tools: The best way to decide between your final options is to sign up for a free trial and test the platforms yourself. Spend at least a week testing the major features and monitoring customer support teams for speed and quality.
What are the benefits of call monitoring software?
Here are the main advantages of using call monitoring software.
- Better coaching and training. Review live and recorded calls to spot coaching opportunities. Managers can point to specific moments in a call, explain what worked or didn’t, and show reps how to handle similar situations next time. That way, your reps will feel more confident and less likely to repeat the same mistakes.
- Clear performance tracking. Call data and analytics help teams track trends like handle time, call volume, and resolution rates. Teams can measure progress and improve over time.
- More visibility into call handling. Monitoring calls and using call tags help teams understand why people are calling and where issues come up most often.
- Actionable customer insights. Calls often surface feedback that never shows up in tickets. Call monitoring helps teams capture those insights before they’re missed.
Let Quo help you improve every customer interaction
Call monitoring software is an excellent tool for customer service managers and the reps they supervise. Choosing the right platform comes down to your specific needs and the features you want to support your team.
Just know call monitoring software isn’t a silver bullet. It doesn’t offer everything you need to build better relationships with your customers. The key is to focus on a well-rounded business phone system that scales as your brand grows. And for hundreds of small businesses on the hunt for call monitoring tools, Quo is the best solution.
Get started with a seven-day free trial of Quo.
FAQs
Call recording software is what it sounds like: a tool that records calls between customers and call center reps. Call monitoring software enables call recording, as well as additional features such as:
– Call whispering
– Call barging
– Call takeover
Under federal law, you can monitor any business-related calls for training and feedback, as long as you’re legally recording the phone calls.
Just keep in mind that state laws vary. For example, some states, like California, require two-party consent. This means everyone on the call must agree to being recorded.
The cost of call monitoring software depends on the solution you choose. Some platforms start at $15 per user per month. Others cost hundreds of dollars plus usage fees, including phone minutes and message credits.
If you’re managing a call center and seeking options, your team may be interested in call listening or three-way calling features. Plus, you may also need automatic recordings, call logging, AI call tags, call transcriptions, and summaries.
Several types of call monitoring include recorded reviews, live monitoring, and AI-assisted monitoring. Each way offers different benefits. For example, recorded calls allow for thorough review at your convenience. Live monitoring lets you provide guidance to your team in real time.
Call monitoring helps you spot patterns in customer interactions. Plus, you’ll be able to identify what works best for resolving issues quickly. You can use these insights to coach your team and streamline processes. Then, you’ll be able to create more consistent, positive experiences that keep customers coming back.
Three essential call monitoring best practices you can use in your business are:
1. Keep an eye on metrics that matter. Are your team members spending too much time on each call? Or are they rushing to end conversations before resolving customer issues? For example, you can monitor first call resolution rates to see whether reps resolve customer problems the first time. High FCR rates typically indicate well-trained teams and satisfied customers.
2. Provide regular training and coaching sessions. You can use recorded calls as powerful training tools to highlight areas that need improvement. That way, team members can hear real examples of what works well and what could be better.
3. Ensure compliance and privacy. Transparency about call monitoring builds trust with your team and customers. You should inform all parties about your call monitoring practices from the start. That means letting customers know their calls may be recorded and ensuring your team understands when their calls are being monitored.
The 80/20 rule means call center agents answer 80% of calls within 20 seconds. It’s a common benchmark for measuring call center performance
and a team’s responsiveness.
As your business scales, hitting that goal gets harder. Quo helps teams stay on track with features like advanced call routing and shared numbers to help reduce wait times and missed calls.
