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 tracking conversations in real time.
Listen to live calls discreetly
With the ability to discreetly listen in on your agents’ live calls. Thanks to double listening, you can identify areas for improvement to enhance the skills of your agents and the overall quality of your contact center.
Stay tuned at all times
Easily access calls in progress from the real-time dashboard. With a simple, discreet click, listen in on the conversation without either the customer or the agent being informed. Efficiently monitor your team by switching instantly from one conversation to another.
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 function enables you to evaluate performance effectively, ensuring exceptional telephone interactions.
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.
"Kavkom has been the perfect answer to our business telephony needs. Their simple, 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 both positive and negative areas for improvement, essential for training and customer service quality.
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 to the same conversation at the same time.
How do I debrief a call?
Call listening enriches the debriefing of employee calls. Evaluation grids assess elements such as sales posture, time management, values, behavior, active listening and more.
What is a double listening grid?
The 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.
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.
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 a professional activity, and the persons being monitored must be informed in advance.
Why use double listening?
Listening to live calls optimizes performance, training, 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 advisor per month is recommended, more for new recruits.
How to use double listening?
Log in to an account with phone park access authorizations, locate calls in progress and use the live listening icon. Use pairing or coaching interview methods to improve agent performance, even at a distance.
Integrated with your favorite applications.
Kavkom enriches your experience by providing an integration ecosystem that seamlessly optimizes all your core functions and processes.
Zapier
Zoho
Chrome
Fireberry
HubSpot
Pipedrive
Salesforce
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.
