Double listening
Optimize the quality of your contact center with the double listening tool! Discreetly listen in on calls in progress and monitor your agents’ individual performance. Control the quality and efficiency of your team, and schedule effective training sessions by monitoring conversations in real time or replaying call recordings. This method enables you to identify areas for improvement and ensure continuous skills upgrading.
What is double listening?
Optimize the quality of your contact center with the double listening tool! Discreetly listen in on calls in progress and monitor your agents’ individual performance. Control the quality and efficiency of your team, and schedule effective training sessions by monitoring conversations in real time or replaying call recordings. This managerial practice allows you to accurately assess skills and make adjustments in real time to deliver better service, guarantee an impeccable brand image and continuously train your agents.
Listen to live calls discreetly
With the ability to discreetly listen in on your agents “live calls in progress, find areas for improvement and offer advice on concrete examples to raise your agents” skills and the overall quality of your contact center. Use this approach to ensure constant progress and improve customer relations.
Stay tuned at all times
Easily access calls in progress from the real-time dashboard, a particularly useful feature for supervising on-call teams and 24/7 customer service. With a discreet click, listen in on the conversation without either the customer or the agent being informed. Efficiently monitor your team with our tool, switching instantly from one conversation to another. This allows you to offer better support to agents and analyze call interactions in real time.
Listen to the quality of telephone exchanges
Optimize the quality of your customer service and boost your sales by discreetly checking your agents’ responses. Our unobtrusive listening feature enables you to effectively evaluate agent performance and speech quality, ensuring exceptional telephone interactions. This is an essential practice for transparency and continuous improvement.
Improve your teams' performance
Train newcomers effectively by immersing them in live conversations with top agents. Monitor their beginnings by listening in on their calls, then use this data to make concrete improvements in their telephone interactions. This method makes it possible to carry out double-listening exercises and to plan coaching interviews for a rapid and effective increase in skills.
“Kavkom has been the perfect answer to our business telephony needs. Their simple and reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction.”
Ben Cauchois
VP Sales & Operations @ SEIZA
Outstanding communication quality
To reach its objectives and achieve exceptional performance, the use of the predictive dialer led to an increase in the number of candidates contacted. What’s more, thanks to Kavkom’s telephony solutions, waiting times have been considerably reduced, enabling calls to be handled more quickly. In addition, dunning times were reduced by 40%, improving the overall management of the recruitment process by making it more efficient.
Frequently asked questions
What is double listening?
Double listening in a call center means that a manager hears the conversations of the call center agents in real time. This practice allows supervisors to check agents’ language and speech. It reveals areas for improvement and positive aspects, essential for training and customer service quality. Used as a managerial practice, it consists in listening to live exchanges to offer better support and a precise analysis of performance.
Who can use double listening?
Only users with specific authorizations have access to real-time listening. These access authorizations are fully customizable. Several supervisors or administrators can listen in on the same conversation at the same time, enabling effective double-listening and debriefing for skills assessment.
How do I debrief a call?
Listening to calls enriches the telephone debriefing of employees. Evaluation grids analyze elements such as sales posture, time management, values, behavior, active listening and more. This method makes it possible to carry out a self-assessment and plan corrective actions for continuous improvement.
What is a double listening grid?
The double listening grid is an indispensable evaluation tool in contact centers. It enables supervisors to assess agents’ performance, with criteria such as sales posture, priority and complaint management, active listening, etc. Adapt the grid to your objectives, work with your teams to create a specific grid, and make sure you understand it before using it.
Adapt the grid to your objectives, work with your teams to create a specific grid, and make sure you understand it before using it.
How do I listen in on calls from another phone?
Use double listening to listen to calls from another telephone line, useful for improving service. This practice is for business purposes only, and requires this line to be linked to your call center solution. Make sure that this practice respects the rules of transparency and confidentiality.
Is it legal to listen in on calls?
Yes, but eavesdropping must be justified and comply with CNIL regulations. In particular, live monitoring of calls must only be carried out in the context of professional activity, and the persons being monitored must be informed in advance. This practice must be used transparently and in compliance with current regulations.
Why use double listening?
Listening to live calls optimizes performance, training, consulting, customer service, internal collaboration and even serves as legal evidence in the event of litigation. Practice double listening regularly for optimum benefits. An average of two hours per month per consultant or manager is recommended, more for new recruits.
How to use double listening?
Log in to an account with phone park access authorizations, track calls in progress and use the live listening icon. Use pairing or scheduled coaching methods to improve agent performance, even from a distance. This managerial practice makes it possible to carry out double listening exercises to ensure continuous progress, and to advise live with Kavkom’s call whispering functionality.
Integrated with all your favorite tools
Kavkom integrates quickly and easily with all your CRM tools. Our technical team is with you every step of the way.
HubSpot
Salesforce
Pipedrive
Zoho
Chrome
Zapier
Enjoy live call listening with Kavkom
Use Kavkom’s discreet double listening and monitor live conversations.
Customer service and after-sales support are exceptional. Their treatment efficiency is remarkable, with a score of 5 out of 5. The staff are friendly, quick and above all very efficient.
With Kavkom, a high-quality professional VoIP switchboard, I was pleasantly surprised by its practical options and Brayan’s support. Flexible account management and a wide choice of low-cost destinations. Congratulations to the Kavkom team for their excellent work!
Convincing demonstration, subscription to VoIP telephony for business. Complete product, customizable, responsive. Satisfied with the result.
