Effectively Controlling Customer Service Quality with KrispCall’s Call Monitoring
The quality of customer service and sales consultation calls is the benchmark of a brand’s reputation. However, controlling hundreds of daily calls made by staff is a massive challenge for management without effective supporting tools.
KrispCall’s Call Monitoring toolkit provides high-level control permissions that allow managers to closely monitor team activity:
- Listen: Allows managers to listen live to staff calls with customers undetected.
- Whisper: Managers can speak and coach staff privately during a call without the customer on the other end hearing anything—extremely useful for training new hires or handling difficult situations.
- Barge: Allows managers to directly join a call (forming a 3-way call) to directly resolve issues when staff encounter major difficulties.
