| Silent Monitoring
Silent monitoring and voice recording are services of the AND Phone Recorder. These services allow a supervisor to silently monitor and record a phone call. Silent monitoring refers to the ability to monitor a phone conversation without being heard or without the knowledge of the calling and called party. The recording features allow the supervisor to record, save, and play back calls.
Silent monitoring is one of the most effective methods for improving the level of service provided to your customers. Silent monitoring helps to:
- Improve the customer experience
- Improve overall call center performance
- Reduce callbacks
- Identify training or process improvement opportunities
- Facilitate employee development
How silent monitoring works
Silent monitoring is started by the supervisor and it's possible to randomly select and record calls that can be monitored at any time and from any location. Maintaining high levels of confidentiality are achieved by defining exactly what phones can be monitored and the granular definition whether calls are recorded, archived or discarded. For convenient selection of monitored calls the supervisor gets a list of active calls which can be monitored.
One-way silent monitoring
A special feature is one-way silent monitoring where monitoring is done for just one voice channel. Therefore it is possible to monitor the agent conversation without monitoring the customer conversation.
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