Call Center Monitoring Software

What is Call Monitoring Software?

Before we discuss call monitoring software, let’s first address the question, “What is call monitoring?”

Call monitoring involves listening to and evaluating customer service calls to assess agent effectiveness, maintain quality standards, and gather actionable insights for improvement.

This process, often conducted by QA teams, coaches, or managers, has evolved from manual auditing to using call center monitoring software free and paid 

Generally, a team is deployed to listen to the calls and help agents improve productivity and performance. The quality assurance team listens to the call and makes appropriate suggestions. In addition to the QA team, call center coaches, contact center managers, and supervisors actively participate in call quality auditing.

Today’s leaders rely heavily on technology for effective call quality monitoring to make contact center teams' lives easier. New-age call monitoring software records calls and facilitates coaching opportunities.

Only 37 percent of organizations feel they are using advanced analytics to create value; this finding reveals a significant missed opportunity. - Mckinsey

What is Call Center Quality Monitoring Software?

Call monitoring software is a call center tracking system and auditing tool that records and captures agent-customer calls. It is added to several business phone systems and call center solutions and can be accessed online, similar to other SaaS-based products.

Call monitoring software is often a part of more extensive software, like call management or contact center software. In addition to monitoring agent performance, call monitoring systems track customer journey patterns throughout the customer lifecycle.

Call quality monitoring software solutions are encouraged in most contact centers today as they help collect customer feedback faster than any other source in the market.

According to statistics, 67% of organizations experienced significant growth by gathering customer feedback. 

Now, let’s go deeper and understand why high-volume call center companies are investing in call monitoring software.

Why Use Call Monitoring Software?

Call monitoring software offers an easy corridor to watch over customer calls. The software gives access to quality assessment that requires zero to minimal human dependency. 

Moreover, call monitoring highlights patterns, trends, and problems often overlooked by the naked eye and ear. 

The core advantages of using call center QA software are:

• More Accuracy
• Reduced error and duplication
• Reduced human dependency
• Faster processes
• Unbiased results
• Less arduous
• Time efficient

How Does Call Monitoring Software Work?

Contact center management teams use call quality monitoring tools in one of two ways:

1. Real-time monitoring

Supervisors listen to live calls as they happen, tracking script adherence, customer sentiment, and agent behavior in the moment. This allows immediate feedback or intervention when needed to improve outcomes on the spot.

2. On-demand monitoring

In real-time monitoring, managers or coaches listen to agent conversations. On-demand monitoring allows conversations to be recorded first and then reviewed retrospectively.  

One is a reactive approach, and another is a proactive monitoring approach. Each has its pros and cons, but global call center companies equally use both.

Who Are The Primary Users of Call Monitoring Software in A Call Center?

Most organizations conduct call center quality monitoring systems to ensure optimal contact center performance, regardless of business size. Secondly, although contact center support revolves around an omnichannel support setup, including live chat, social media, text messaging, etc., it is picking up pace. Yet, voice support is the winner, as 76% of all customers rely on phone calls to reach customer support representatives. 

Evidently, as long as voice support and phone calls are involved, reps/agents and managers need to access call monitoring output.

So, here is a list of stakeholders directly impacted by call center monitoring software:

1. Agents: Review self-calls and look for improvement points, follow-up information, and customer insights.
2. Sales managers: Track reps' performance and align the reps for coaching. Also, track sales trigger events and identify winning conversation parameters and customer trends to locate more business opportunities.
3. Contact center managers: To scale call center productivity, they heavily rely on agent performance and customer call monitoring. Dive deeper into agent performance patterns to retain the right people and eliminate the team's liabilities.
4. QA manager: Their daily work depends on searching for mistakes, compliance issues, and misleading information communicated by agents. They use call quality monitoring to regulate validated and authorized information sharing with customers.
5. VP contact center and higher-ups: The company's leaders do not entirely participate in call monitoring. However, they request timely access to insights that display conversation behavior analysis and call quality reports to ensure ROI and smooth contact center operations.

Choose an enhanced employee performance

What Are the Key Features of Call Center Monitoring Software?

The call center monitoring software features are:

1. Call Recording

The software records customer calls and safely stores them on the platform. These recordings can be retrieved for review, preparation, and coaching purposes. 

2. Call Auditing and Scoring

The contact center call monitoring tools score agent calls based on the custom call quality parameters defined by the contact center organizations. 

3. Call Whispering

In-call whispering enables the call monitor to join the live call and provide assistance to the agent during the meeting by adding comments as needed. The caller or customer at the other end is unaware and undistracted by the presence of the call monitor. 

4. Call Barging

The monitor joins the call and can speak to the agent and customer. Both parties are aware of the monitor’s presence.

5. Call Analytics

Calls recorded and scored produce analytics facilitating informed decision-making during the customer's lifecycle. The insights usually indicate quality parameters, successful behavioral pattern identification, and coaching requirements.

6. Reporting and Tracking

Last but not least, the reporting dashboard brings all reportable data insights together in a structured and shareable format for decision-makers. The reports are easily tracked and configured according to different personas.

What Are The Benefits of Call Monitoring?

Call monitoring software can offer a never-ending list of benefits to the call center ecosystem. From agents to leaders, every stakeholder depends on the remarkable capabilities of the call center QA software. Here are a few main benefits of using the call monitoring system.

1. Call center agents

• Improves call performance
• Increases productivity
• Highlights business opportunities
• Get first-hand customer and manager feedback

2. Call center managers

• Identify challenges faster
• Reduce conflicts and disputes 
• Identify customer service gaps
• Maintain compliance with and internal policies
• Locate unhappy customers and employees
• Improve customer experience
• Pinpoint problem areas
• Reduce escalations
• Track and manage remote agents
• Ramp up new agents
• Identify and automate coaching and learning programs 

3. Call center QA

• Track agent behavior
• Track customer feedback and behavior
• Standardize call processes
• Locate challenges and issues on calls
• Manage compliance and call regulations

4. Call center customers 

• Offer a positive customer experience
• Offer thorough product details 
• Fast problem resolution experience
• Increase the quality of service

5. Contact center management

• Meet software ROI faster
• Reduce human dependency 
• Reduce quality assessment time
• Improve call center productivity
• Increase first contact resolution
• Reduce employee turnover
• Reduce customer churn
• Increase revenue and customer lifetime value

How Does Convin’s Call Monitoring Software Improve the Closure Rate by 25%?

Convin is an AI-powered contact center solution designed to solve core customer service challenges by enhancing agent performance, automating quality management, and delivering real-time coaching insights. From analyzing 100% of customer conversations to identifying coaching moments and scripting improvements, Convin helps contact centers drive measurable improvements in agent productivity, compliance, and customer satisfaction.

By employing call quality monitoring tools and influencing agents' performance, increasing CSAT by up to 27% is only a matter of time. 

1. Focus on active listening, and eliminate repetitive tasks

Dedicatedly working on customer-centric tasks increases the likelihood of creating the best customer experience. 

Ditch note-taking and manual call review. Focus on listening to the customer and developing strategies for high-quality follow-up meetings. In parallel, switch to automated call scoring and review 100% of calls without human interference, which improves call quality. 

Get timely reports with the Convin call center reporting tool. 

2. Lower manual intervention in coaching

Convin includes a built-in Learning Management System (LMS) designed to boost agent productivity by removing manual dependencies from the coaching process. With a centralized knowledge base and customizable assessments, managers can easily identify performance gaps, assign relevant learning modules, and even tag top-performing agent recordings as real-world training material. The result? Faster upskilling, consistent learning, and a more engaged, high-performing support team.

Using call center tracking system software, you can create training materials, assign deadlines, and track your agents' overall improvement. 

3. Reduction in agent ramp-up time 

Enhance your call center’s agent performance by transcribing, monitoring, and analyzing every interaction—calls, chats, and emails—with Convin. Achieve up to 27% higher CSAT and 60% faster onboarding through real-time insights and personalized coaching. 

With 100% automated quality assurance and full compliance monitoring, Convin empowers your team to deliver consistent, high-quality service, reduce escalations, and drive higher resolution and closure rates—at scale.

4. Proactive measures with violation alerts

One aspect of a call that can ruin customer experience is unsolicited agent behavior that negatively impacts clients. Wrong information, unresolved grievances, long hold times, incorrect knowledge, and more are identified in a timely manner by Convin’s call monitoring tool, which alerts the management team to take corrective actions. 

5. Real-Time Agent and Supervisor Assistance for prompt feedback 

Your agents don’t have to wait weeks to receive feedback on their calls and then work on improving their performance.

Speech analytics analyzes 100% of all calls during meetings, highlighting intrinsic information like instant suggestions, sentiment indicators, visual checklists, context-sensitive prompts, Live captions, and much more. This enables agents to ramp up in shorter cycles and allows supervisors to monitor calls in real time. 

6. Structured call library

One of the main challenges contact center leaders face is retrieving specific call recordings from siloed and unstructured drives for reviewing and new hires' training.

Speech analytics stores all call recordings under specific topics and allows managers to create playlists of their best call recordings, so you don’t have to spend hours fetching recordings.

7. Voice-based sentiment analysis

How do you know how your customers are feeling on a support call? It’s daily challenging to gather this information. But collecting such nuances about the call can give you an early indication of the chances of a new call or a painful goodbye. 

Speech analytics solutions run sentiment analysis by analyzing call recordings to uncover how customers feel about their offerings, services, products, etc.

Evaluate the Best Call Monitoring Software

What are The Product Capabilities of Convin’s Call Center Quality Assurance Software?

Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching. 

1. Automated Quality Management

Convin monitors 100% of calls using custom QA forms to flag performance gaps and unhappy customers. With automated scoring, QA teams can audit more calls without hiring more reviewers, while surfacing real coaching needs and dissatisfaction signals.

2. Call Behavior Analysis

Convin analyzes every interaction to identify what drives or derails outcomes. Spot violations, winning behaviors, customer sentiment shifts, and threats—so managers can adjust strategies before issues escalate.

3. Learning Management System

ConvinGPT houses a searchable knowledge base where agents can instantly retrieve approved answers and SOPs. This ensures fast, accurate responses and helps maintain consistency across customer interactions.

4. Quality Management Software

Convin’s automated monitoring tool reviews every conversation—voice, chat, and email—to deliver real-time QA insights. It flags compliance issues, delivers immediate feedback, and powers personalized service at scale.

With custom scoring templates, omnichannel support, and an optional call monitoring app, Convin brings efficiency, accuracy, and quality control to every contact center workflow.

5. Automated Agent Coaching

Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores, the platform triggers personalized agent coaching based on the requirement. 

Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations.

Moreover, with Convin’s peer-to-peer coaching, managers and supervisors can add the best-performing agent’s conversations as a module to Convin’s library and assign them to agents who need further coaching. As a result of Convins’s automated agent coaching, businesses can significantly reduce ramp-up time and focus more on productivity. 

6. Conversation intelligence

CI records, transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.

Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are available on the Convin platform and are periodically mailed to the managers.

7. Real-Time Agent Assist and Supervisor Assist 

Real-time agent assist and supervisor assist tools leverage AI-powered speech analytics to enhance call center performance. These tools provide live guidance and contextual prompts to agents, ensuring they handle customer interactions effectively and stay compliant. 

Supervisors gain real-time visibility into calls, allowing them to intervene and provide immediate support when necessary. This integration of voice analytics tools automates routine tasks, improves first contact resolution rates, and boosts overall customer satisfaction, making it an essential component of the best voice analytics software for call centers​. 

Convin’s Call Monitoring Software is Safe and Secure

At Convin, we understand the customer and call data security, so we ensure your data is entirely secure and safe in our in-house transcription and NLP engine. We guarantee all data security in the following ways:

• In-house transcription and NLP
• Secure login and monitoring
• Hosted on AWS
• SSL data encryption
• Role-based access control
• Enterprise-grade application monitoring
• GDPR-compliant meeting recording

Before you go, Convin currently supports languages beyond English. You will be onboarded in 2-3 weeks. You can try call monitoring software for free.