A Call monitoring software is a powerful tool that enables you to listen to live sales and customer facing teams calls in real-time. One step beyond call recording, call monitoring allows you to coach ongoing conversations without interrupting the flow of the conversation.

With Aircall’s Call Whisper feature, you can speak to reps during their calls and correct mistakes during training, or coach any team member through stressful situations. Customers will not be alerted when the call is being monitored, but the call agent will be notified.

Aircall Admin users can access call monitoring from the Admin Dashboard. You'll have an overview of the ongoing calls in the Activity Feed, and from there, you can select the call you would like to monitor by clicking Coach.

Once you enter a conversation, your customer service or sales support agent will be notified with a sound during their call and receive a message that "User X is coaching me." The customer will not be alerted on the other end, so the flow of the conversation goes uninterrupted.

The Coaching feature enables you to listen and Whisper to your teammates during the call. You'll be able to hear both sides of the conversation, and speak to the agent as they handle the customer or prospect. Throughout the call, the representative will still be able to use their normal call functions such as transferring, muting, holding, tagging, commenting, and hanging up. They cannot turn off the Coaching mode.

Call monitoring is an essential part of quality control and training in any modern business phone system. Frequent call monitoring can significantly boost your overall customer satisfaction and retention. There are multiple benefits to call monitoring and Whispering:

Training: Listen in during a call and swoop in to give tips or suggestions on how that trainee can better answer the caller's query.

Quality control: Managers can team up with any reps for critical calls to help them learn practical solutions for stressful situations.

Performance reviews: After sitting in on a call with a rep, you'll have concrete examples of when an agent performed well, and identify where there's room for improvement.

Call monitoring is included in Aircall's Professional Plan. If you are an Admin User, access call monitoring through the dashboard. With this feature, you can also speak to the customer support agent without alerting customers. Step-by-step instructions to activate the function are in our Knowledge Base.

Call monitoring and consistent feedback will help you build a high performing, enthusiastic team. It’s also a great way to build morale for individuals on your team. During a live coaching session, you can identify precisely when a rep demonstrated a great example of customer service or sales tactic. This experience can be used in performance reviews when you want to reward them for excellent work.

Managers and supervisors will get the opportunity to train in a completely immersive environment, enabling them to build their coaching skills. For sales managers, you’ll have a better idea of how much your sales reps understand the product and whether they’re providing accurate information.

Through call whispering, you’ll also be able to correct mistakes as they happen. This will, in turn, increase customer satisfaction and retention as they are getting the best information and service—no matter who answers the phone.