Are you looking for the best call center monitoring software? I have got you covered. Today, call center customer interactions are nothing like they used to be. Your employees need to be and are expected to be more technically sound to properly handle customer queries. Your teams must be prepared to solve the problems of the consumers via phone, email, or live chat on the spot.
Nowadays, the bar for quality standards from call center staff has been raised to a higher level. So, you need more advanced methods to monitor their work performance. I am talking about screen checks and call recording without micromanagement to evaluate and enhance employee performance and improve customer experience.
Thus, in today’s blog, I will take you through the top 10 call center monitoring software. Plus, I will also provide you with the features to look for in these software solutions and how they are beneficial for your call center. Furthermore, I will tell you about the software I use to monitor my employees.
Key Features of Call Center Monitoring Software
When looking for software for monitoring employee activity for call centers, there are certain things you need to be sure of. For starters, the software you pick must at least have these features and functionalities.
1. Live Screen Recording
One feature every software for monitoring call center employees must have is live screen recording or an equivalent, like screenshot monitoring. What this one does is:
- Gives you proof of how well the customer inquiry was handled.
- You get an idea of the workflow and identify areas of improvement.
- You also get proof of any suspicious activity, security risk, or insider threat.
2. Playback
This is a flexible feature of employee call-off system solutions. That is, you can view the screen recordings at any time to identify the following.
- Issues
- Insider threats
- Efficiency in workflows
- Customer satisfaction
What this call center monitoring software functionality does is let you make data-driven decisions to improve employee efficiency and work performance.
3. Remote Desktop Control
Advanced leading call center performance management software can also provide you with remote desktop access and control. What you can do is:
- Block a user’s desktop access
- Reverse unauthorized changes made to data
- Manually nullify an employee’s activity if you think they pose an insider threat or are engaging a suspicious activity.
Furthermore, you can use this feature of the call center monitoring software to provide better training to your employees by identifying issues in workflows. Plus, you also have the functionality of live demos to improve the overall work performance of your entire organization.
4. Real-Time Employee Monitoring
Call center software for monitoring employee activity provides you with a real-time monitoring feature, which:
- Real-time tracks URL, file, and app usage.
- Provides you with detailed analytics and reports of this data, including the start time, end time, browsers used, and much more.
Overall, you can access these reports from your call center monitoring software anywhere and at any time, which gives you the flexibility to improve employee performance without micromanagement.
5. DLP
DLP, or data leak protection, is another useful feature of software for monitoring employee activity in call centers. As per my experience and expertise, this one is all about securing the data, and call centers have a lot of it. Here’s what it does:
- Notify you whenever a file is downloaded or uploaded.
- Detect USBs and external drives.
- Scan USBs and external drives for any suspicious files.
Since this feature of call center monitoring software works in real-time, it helps you immediately identify and stop suspicious activities.
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6. UEBA
Another way the software for call centers to monitor employees improves work performance and prevents insider threats is through UEBA, or user and entity behavior analytics tools. For example:
- You can configure a standard behavior and schedule for every employee.
- The software will notify you of any activity that goes off this track.
7. Automated Notifications
Call center monitoring software also provides you with this quite useful, customizable feature, which saves time and expenses. Here’s how.
- All you have to do is configure notifications and alerts once.
- Then, you don’t have to do anything. The software will send you notifications and alerts based on the configurations.
- These notifications, alerts, and alarms are automatically triggered based on a specific activity. For example, browsing a particular non-useful website.
- These save you time because there is no need to micromanage.
8. Transparent Pricing
If you are looking for an employee activity monitoring tool for call centers, then you also need to be wary of the pricing. Typically, such software ranges between $5-$25/user/month, which is quite affordable. However, what you need to ensure is that there aren’t any hidden costs. It is similar to what you will do before buying any product or service.
| I recommend availing of a free trial and/or demo before purchasing a software plan for software for monitoring employees or similar software, such as time tracking software, to ensure that it has everything you need. Otherwise, it will be a waste of your time and money. |
9. Real-Time Mail Tracking
Make your workday more productive
Time tracking and work management can help you reach your goals
faster.
Call center employees also get query emails from customers regarding product details and issues. With the real-time mail tracking for call centers feature of the said software, it also becomes easy to track how your employees are responding to these emails and improve efficiency.
Benefits of Call Center Monitoring Software
As per an expert report I came across, call center employees make and take around 4400 customer calls per month. That’s a lot. So you and your employees don’t have the time to even relax, let alone track productivity.
Thankfully, you and I have call center monitoring software for this job, which also provides these 12 benefits.
1. Productivity Boosts
The first benefit of monitoring the activities of call center employees via dedicated call monitoring software solutions is an increase in productivity. Of course, this is so logical.
- When you monitor employee activity in real-time, you can identify issues and make data-driven decisions to improve employee efficiency.
- This also boosts their productivity, leading to increased profitability for your business.
2. Data Loss Prevention
The data leak protection, security, and insider threat prevention features of call center monitoring software ensure that the data in your business remains within the four walls of your organization.
- Other features, such as call logging, can also help you detect unauthorized calls.
- Location tracking and geofencing are other helpful features. They can help you track if an employee is trying to run away with important data.
3. Prevents Security Risks
Another benefit of implementing call center monitoring tools is the prevention of security risks. Remember that not all calls and emails are legitimate.
- Some can be phishing and business email compromise (BEC) attacks.
- These cybersecurity and compliance risks need to be detected early.
- The software can track and alert you in real-time in case of these issues. You can then prevent risks by telling your employees to immediately shut down any interactions that are threats.
4. Insider Threat Protection
Well, the biggest threat to productivity is not your competitors but employees posing as insider threats. According to my experience and expertise, call center employees have to open customer accounts to solve queries faster. However, I also found that:
- Around 30% of employees can also pull up employee accounts when not on call.
- Such employees can steal customer data or open false accounts in the name of your consumer.
With your call center monitoring software, though, you can prevent these insider threats on the spot.
5. Prevent Negligence
Even employees who are not insider threats can make costly mistakes. For example, remote or work-from-home employees can due to overworking or burnout:
- Accidentally delete important files.
- Share unauthorized data.
Using call center performance management software, you can set up rules and configurations that block distractions and other issues, preventing employees from losing focus.
6. Monitor Specialized Call Center Solutions
Call center employees always have something or the other to do with these protocols and techniques.
- Automatic call distribution (ACD)
- Computer telephony integration (CTI)
- Voice over Internet Protocol (VoIP)
- Interactive voice response (IVR)
These solutions are helpful. However, they are not foolproof. Simply put, your call center monitoring software can also identify in the real-time report whether there is an issue with these or not. Overall, it ensures security and improved work performance in your organization.
7. Block WFH Risks
Not all call center employees work from the office. Certain staff members answer customer queries from home. However, at home, your employees are free to do anything, including stealing data, taking more than required breaks, etc.
On the other hand, if you have implemented online call center screen monitoring software, it will let you know what your employees are doing and can even block any non-work or malicious activities.
8. Reduce Turnover Rates
Other than attending customer calls and inquiries, your call center employees also have other work to do. Your software for monitoring employee activities can:
- Track the time employees spend doing various tasks.
- Track and report non-work activities during work hours, which are probably a sign of burnout.
Your call center monitoring software can help you identify employees who are about to resign. This ensures that you can help your staff improve their work experience and identify better ways to help customers.
9. Improved Customer Service
Another benefit of the best software for call monitoring is improved customer service. As I mentioned before, the software can help you identify workflow patterns in real-time. All this lets you identify and get rid of workflow obstructions.
10. Enhanced Efficiency
Call center monitoring software helps take the efficiency of your employees to new heights. Here’s how it works.
- The software solution tracks and reports the customer query-handling activities of your employees with screen recordings or screenshots as proof of work in real-time.
- These detailed reports provide you with many useful insights into how efficient your employees are.
- The reports help you make better data-driven decisions to improve employee efficiency and work performance.
11. Shorter Customer Wait Times
The average speed of answer, or ASA, is an essential metric to identify the efficiency of customer call interactions. Usually, managers aim to ensure that 80-90% of calls are answered within 10-20 seconds. By implementing the best call center performance management software, you can also accomplish this. Here’s how it works.
- Screen recordings or screenshots give you proof of the workflow.
- This makes identifying and eliminating obstructions easy and simple.
- Since all this happens in real-time, work is not interrupted, and your ASA improves.
12. Continuous Improvement
With the help of real-time reports from your call center monitoring software, you can continuously:
- Provide feedback to employees.
- Regularly suggest improvements.
- All this results in employees getting better and better.
Best of the 10 Call Center Monitoring Software
Below, I have shortlisted the best of the 10 software to monitor call center employee activities. I have covered an overview, key features, user rating, and initial pricing of each option to assist you in making the right choice.
- DeskTrack
- Talkdesk
- Nice CX
- CloudTalk
- Five9
- Genesys Cloud CX
- Calabrio One
- Klaus
- Aircall
- Medallia Agent Connect
1. DeskTrack
DeskTrack is more than call center monitoring software. This employee monitoring software is your complete package for keeping a minute-by-minute report of what your employees are doing on their systems. From tracking the time to preventing insider threats and even simplifying project management, it is the only software you will ever need for your on-site, in-office, remote, and hybrid callers.
Key Features:
- App usage tracking
- Call logging
- Location tracking
- Real-time tracking and employee activity monitoring
- Screenshot monitoring
- Seamless integrations
- Project management
- Data leak protection
- Real-time reporting and analytics
- Simplified scheduling and attendance management
| Most Affordable Paid Plan | User Rating |
| $5.99/user/month | 5/5 |
2. Talkdesk
When it comes to Talkdesk, you can be sure of quality assurance. Furthermore, this call center agent monitoring software is user-friendly and provides you with amazing call-recording features. Due to this, I find it ideal for businesses of all sizes. Also, did I mention that their customer service is available 24/7 to help you with any technical problems related to the software?
Key Features:
- Collaboration
- Built-in artificial intelligence tool
- Customer experience analytics
- Quality management
- Interaction analytics
| Most Affordable Paid Plan | User Rating |
| $85/user/month | 4.4/5 |
3. Nice CX
The next call center monitoring software on my list is Nice CX. The reason I like this one is that of the many features and functionalities it provides to analyze your customer service tasks. Although it is expensive, it is still good for providing quick feedback to employees.
Key Features:
- Knowledge management
- Proactive artificial intelligence agent
- Interactive voice response
- Web and mobile engagement
- Experience optimisation
| Most Affordable Paid Plan | User Rating |
| $71/agent/month | 4.2/5 |
4. CloudTalk
CloudTalk provides you with many features to ensure the integrity of your customer calling services.
- The quality monitoring software for call centers sorts incoming calls into queues based on pre-defined rules and redirects them to the right employee.
- The app even lets you use your existing phone numbers with porting.
- It provides everyone with a personalized number or extension.
- It allows your customers to call you for free or at very low rates.
Key Features:
- Power dialer
- Text messages
- Call transcription
- Call queuing
- Call flow designer
| Most Affordable Paid Plan | User Rating |
| $25/user/month | 4.3/5 |
5. Five9
The next call center monitoring software on my list is Five9. Simply put, I shortlisted it for the reason that it has all the features and functionalities needed to effectively run:
- Inbound customer support service provider center
- Outbound contact center
- Blended omnichannel call center
Key Features:
- Employee engagement
- Customer engagement
- Core cloud
- Automation and artificial intelligence
| Most Affordable Paid Plan | User Rating |
| Quote on contact | 4/5 |
6. Genesys Cloud CX
If you want to provide the best cross-channel support to your customers, then I recommend Genesys Cloud CX. What I like about this call center call monitoring software is that you can respond to consumer queries in real-time across:
- Social media
- Your website
- Live chat
Key Features:
- Customer journey management
- Cloud architecture and open CX platform
- Digital and social channels
- Workforce engagement management
- Automation and artificial intelligence
| Most Affordable Paid Plan | User Rating |
| Quote on contact | 4.2/5 |
7. Calabrio One
The next call center monitoring software on my list stands out for being more employee-centric than customer-centric. The software solution is simply designed to allow and empower employees across their entire customer-handling journey.
Key Features:
- Workforce management
- Quality management
- Interaction analytics
- Call recording
- Bot analytics
| Most Affordable Paid Plan | User Rating |
| Quote on contact | 4.3/5 |
8. Klaus
Klaus is one of the best contact center monitoring software solutions. What you can do with it is record calls, identify room for improvement, and provide feedback to keep your employees motivated and ready to always perform the best job.
Key Features:
- Call recordings
- Feedback mechanisms
- KPI dashboard
- Real-time KPIs
- Support quality
| Most Affordable Paid Plan | User Rating |
| Quote on contact | 4.7/5 |
9. Aircall
The next call center monitoring software on my list is a phone application. What I like about it, in particular, is that it lets you connect your smartphone to your CRM or helpdesk. What it does is let your staff:
- Focus on helping consumers.
- Predict customer requirements.
- Plus, taking notes, identifying workflow patterns, and explaining to teammates are also possible.
Key Features:
- Business conversation management
- KPI monitoring
- Automation and artificial intelligence
- Call transcripts
- Integrations
| Most Affordable Paid Plan | User Rating |
| $30/license/month | 4.3/5 |
10. Medallia Agent Connect
Previously called Stella Connect, the last call center tracking system software on my list is Medallia Agent Connect. What makes this one stand out is that it provides useful insights into how your call center employees resolve customer questions.
Key Features:
- Role-based reporting
- Integrations
- Enterprise-grade security
- All-inclusive feedback capture
- Artificial intelligence and analytics
| Most Affordable Paid Plan | User Rating |
| Quote on contact | 4.6/5 |
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Useful Tips to Get the Most Out of Your Call Center Monitoring Software
So now that you have implemented the best call center monitoring software, you would want to implement it right away and start improving results. However, not so fast, my friend. You need to ensure that the software works according to you and not the other way around.
1. Configure Transparent KPIs
First things first. Have some standards. You must know what you will measure productivity against. The idea is to set clear key performance indicators for each employee in your call center tracking system software. Overall, this ensures that the software works like you want it to and provides precise data reports.
2. Regular Call Monitoring
Your contact center monitoring software is not a miracle worker. You can’t expect it to improve the performance of your telecallers within a day or so. Regular call monitoring lets you spot repetitive patterns in the workflow, which helps improve performance.
3. Continuous Training
Not all your employees are technologically sound. So, to ensure proper usage of the call monitoring software solution and prevent any malfunctions, it is essential to continuously train your callers to use the software.
4. Make Data-Driven Decisions
Data never lies. However, your employees may. On the other hand, work reports are always precise. Real-time reports from your call center performance management software reveal who is actually working and who is only pretending to.
5. Collect Feedback & Improve
Finally, it’s a good idea to regularly collect feedback from your employees to know whether the tool is doing them any good or just wasting their time because they find it too complicated to use. This helps you improve by switching to better quality monitoring software for call centers within the first solution’s trial period.
Why is DeskTrack the Best Call Center Monitoring Software?
As I mentioned before, DeskTrack does more than just monitor the employee activities of your call center staff. This project management, time tracking, productivity monitoring, and activity tracking integration is the one I use to keep track of my employees’ system activities. That too in real-time. However, the reason it is the best is that it compacts simple yet useful features into a user-friendly interface, which makes it easy to use and access the functionalities whenever needed within a few clicks.
Frequently Asked Questions (FAQ)
Q. What is Call Center Monitoring Software?
Ans. Software solutions to monitor call center employees are feature-rich tool packages that provide you with a plethora of functionalities. These features help you track, manage, and monitor employee activities to improve customer interaction quality and employee work performance.
Q. Is Call Center Employee Monitoring a Breach of Employee Privacy?
Ans. No, using call center monitoring software is not a breach of employee privacy as long as employees are aware of the following.
- The software
- Monitoring techniques
- Reasons for monitoring
Q. What to Look for in Call Center Monitoring Software?
Ans. These are the must-have features to look for in call center monitoring software.
- Live Screen Recording
- Playback
- Remote Desktop Control
- Real-time employee monitoring
- DLP
- UEBA
- Automated Notifications
- Transparent Pricing
Q. What are the Benefits of Call Center Monitoring Software?
Ans. These are the benefits of using call center monitoring software.
- Productivity Boosts
- Data Loss Prevention
- Prevents Security Risks
- Insider Threat Protection
- Prevent Negligence
- Monitor Specialized Call Center Solutions
- Block WFH Risks
- Reduce Turnover Rates
- Improved Customer Service
- Enhanced Efficiency
- Helps in Training
- Shorter Customer Wait Times
- Continuous Improvement
Q. Which are the Best Employee Monitoring Software Solutions for Call Centers?
Ans. I shortlisted the top 10 call center monitoring software below to help you choose the best option.
- Talkdesk
- Nice CX
- CloudTalk
- Five9
- Genesys Cloud CX
- Calabrio One
- Klaus
- Aircall
- Medallia Agent Connect
