How to listen to a call in real time
Our phoning software has a call recording module but also a real-time activity monitoring page that allows you to double-listen.
Double listening, what is it?
This involves listening in real time to a telephone conversation between a customer and a call center operator.
Double listening is often used in outsourced call centers but it can also be performed by anyone in charge of a company's internal telemarketing team.
To do what ?
Regular practice of dual listening allows:
- to follow the quality of the speech of the users,
- to provide factual elements during the debriefs,
- enrich the training materials when integrating new advisors.
How to double-listen ?
To perform dual listening, the user's account must have the appropriate right.
To listen to a user, just click on the "dual listening" icon (circled in red in the screenshot below). Make sure beforehand that you have the necessary equipment to listen (headphones, earphones, loudspeaker, etc.).
Preview of the call panel when double listening is in progress (supervisor station)
The system does not deliver any message or signal to the listened-in user to indicate to him that double listening is in progress.
To stop dual listening, just click on "Hang up".
For any questions, contact support.