Call Monitoring

All of us have heard the automated message when we call up customer service for complaint resolution: “This call may be monitored or recorded for quality assurance purposes.” We believe that call monitoring is all about control and training. However, this feature can be used for various businesses and departments.

What Is Call Monitoring?

Call monitoring refers to the process of listening to a representative’s calls with the objective of improving the quality of communication and customer service. It is widely used in customer support and telemarketing settings to increase call center agent efficiency and deliver a high-quality customer experience.

Benefits Of Call Monitoring Software

In a nutshell, right call monitoring software helps you ensure that your call center workforce is effective, compliant, and productive in providing excellent customer service.

Here are some of the key benefits of call monitoring

Increased agent morale

Working in a call center, especially outbound where agents need to make sales, can be difficult. The agents need to know what they’re doing wrong and how they can improve.

Boost sales

Call monitoring helps you run your outbound call center like a well-oiled machine. By tracking your agents’ calls, you can determine what exactly they’re doing wrong and how to maximize their potential to increase sales.

Enhanced customer satisfaction

Call monitoring lets you train your agents to be customer-centric and focus on the customers’ satisfaction. Satisfied customers turn into recurring customers, which adds revenue to your business.

Improve agent performance

Once by using call monitoring, you’ve identified the deficits in an agent’s performance, you can organize curated training sessions to address them

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Call Center Call Monitoring Features

Power Dialer

Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.

Smart Switch

Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.

Global Connect

Global Connect helps you know the right time to call your international clients.

Smart Call Forwarding

Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.

Call Transfer

The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.

Call Conference

It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.

Call Queuing Software

A Call Queue places incoming call in a line when the agent is busy attending other customers.

Call Barging

Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.

Call Recording

Record every call on each of your numbers to better monitor your performance as a team.

Voice Mail

Receive voicemails by email in your inbox. Play them directly from your email.

Call Analytics

Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.

Call Hold Audio

On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.



Per user/Month
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For Startups

  • Unlimited Users (Pay only for number)
  • Click To Dial
  • Global Connect
  • Teams
  • Call forwarding
  • Voicemail
  • SMS/Text messages
  • Smart Switch
  • Last Called By


Per user/Month
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Ideal For Small Team

  • Everything in Basic +
  • Free Number1
  • Forward-to-device
  • SMS
  • Voicemail
  • Teams
  • Shared Inbox
  • Skill Based Call Routing
  • Webhook
  • Paid Call Recording
  • Target Vs Achievement
  • Campaign Management


Per user/Month
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For Fast Growing Team

  • Everything in Bronze +
  • Role based access control
  • Free Call Recording
  • IVR
  • Live Call
  • Call Queuing
  • User Working Hours
  • Call Reminder
  • After Call Work
  • Internal Team Calling
  • Call Cascading
  • Holiday Routing
  • Feedback for Calls
  • Gamification
  • Call Tagging


Per user/Month
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For Larger Team

  • Everything in Silver +
  • Sticky Agent
  • Power Dialer
  • Voice Broadcasting
  • Multi-level IVR
  • Multiple Level Call Transfer
  • Conference Calling
  • Call Barging
  • Route to External Number
  • Forward to Multiple Device
  • Call Whisper
  • Pause-Resume Recording
  • Download Call Recordings
  • Call Script
  • Intelligent Reports Analytics
  • Reports via email

*The Platinum plan is available on annual subscription only

Frequently Asked Question

  • There are various capabilities available in call center monitoring software. Call center monitoring software tracks your calls and delivers caller information in real-time to your manager, service provider, or supervisors. Some allow you to monitor particular calls, such as those for customer service or threats in the workplace. Others are more general-purpose and can be used to monitor your calls with other companies or individuals.

  • Businesses with a focus on sales and customer service implement call center monitoring software. It helps them constantly evaluate and optimize their practices.

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