{"id":64034,"date":"2025-12-30T17:29:53","date_gmt":"2025-12-30T15:29:53","guid":{"rendered":"https:\/\/kavkom.com\/useful-information\/call-monitoring-how-to-track-and-improve-your-customer-service-performance\/"},"modified":"2025-12-31T09:58:39","modified_gmt":"2025-12-31T07:58:39","slug":"call-monitoring-how-to-track-and-improve-your-customer-service-performance","status":"publish","type":"post","link":"https:\/\/kavkom.com\/en\/useful-information\/call-monitoring-how-to-track-and-improve-your-customer-service-performance\/","title":{"rendered":"Call monitoring: how to track and improve your customer service performance"},"content":{"rendered":"\n<p>In this article, you&#8217;ll find out exactly what <strong>call monitoring<\/strong> is, why it&#8217;s become indispensable in modern customer services, and how to make it a <strong>tool for performance and quality<\/strong>.<\/p>\n\n<h3 class=\"wp-block-heading\">Points to remember :<\/h3>\n\n<ul class=\"wp-block-list\">\n<li><strong>Call monitoring<\/strong> turns every customer exchange into a learning opportunity for teams.<\/li>\n\n\n\n<li>By tracking <strong>key indicators<\/strong> (duration, drop-out rate, satisfaction), managers have a concrete view of performance and training needs.<\/li>\n\n\n\n<li>Modern <strong>cloud telephony<\/strong> tools make it possible to listen, record and coach in real time, without disrupting the conversation.<\/li>\n\n\n\n<li>Successful implementation relies on <strong>transparency, benevolence and data protection<\/strong> in accordance with the RGPD.<\/li>\n\n\n\n<li>Used properly, supervision strengthens <strong>trust between agents and managers<\/strong>, and improves the customer experience in the long term.<\/li>\n<\/ul>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/cd7ec98c4678a774aa917f6fbd71b81d3dc079fef42ae0392793bb4671bce1f2?ts=1762842788\" alt=\"\"\/><\/figure>\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/kavkom.com\/en\/free-trial\/?utm_campaign=agemia&#038;utm_source=blog&#038;utm_medium=surveillance%20des%20appels\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/1d149aaaa999dcfa8915949f67486757fd821aa759dcae6f538c8b8cacbe2781?ts=1757098461\" alt=\"\" style=\"width:800px;height:auto\"\/><\/a><\/figure>\n\n<h2 class=\"wp-block-heading\">What is telephone call monitoring?<\/h2>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/6c5c11bc76d9c80999a82ad96176cb1a1287ceb6cff42d97745b2774ede296a2?ts=1762502280\" alt=\"-Illustration =&amp;gt; Three blocks aligned with simple pictograms: an ear (&quot;Listen&quot;), a disc or REC symbol (&quot;Record&quot;) and a graph (&quot;Analyze&quot;). At the bottom, a horizontal bar displays &quot;Incoming calls in real time&quot;. \"\/><\/figure>\n\n<p><strong>Call monitoring<\/strong> involves <strong>listening to, recording and analyzing<\/strong> conversations between your agents and customers, with the aim of improving the quality of the service provided.<br\/>It is used to <strong>support, train and coach<\/strong> advisors to enhance the quality of each interaction.<\/p>\n\n<p>In a <strong>call center<\/strong>, it can track <strong>incoming calls<\/strong> in real time, identify agents&#8217; strengths and pinpoint situations requiring support or corrective action.<br\/>Managers can thus intervene in a targeted way, based on concrete data from cloud telephony.<\/p>\n\n<p>Thanks to modern tools, this supervision becomes <strong>live control<\/strong>: supervisors monitor call volume, average duration, pick-up rate and customer satisfaction, all from a centralized dashboard.<\/p>\n\n<h3 class=\"wp-block-heading\">What data is recorded during calls and messages?<\/h3>\n\n<p>During a call, professional telephony systems <strong>record several types of information<\/strong> useful for analysis:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>calls and messages<\/strong> exchanged,<\/li>\n\n\n\n<li><strong>contact hours<\/strong>,<\/li>\n\n\n\n<li><strong>average duration<\/strong> and <strong>waiting time<\/strong>,<\/li>\n\n\n\n<li><strong>incoming<\/strong> and outgoing <strong>numbers<\/strong>,<\/li>\n\n\n\n<li><strong>keywords or expressions<\/strong> that may indicate customer satisfaction or frustration.<\/li>\n<\/ul>\n\n<p>Some solutions also record <strong>SMS messages<\/strong> and the history of interactions associated with the contact, to provide a complete overview of the customer journey.<\/p>\n\n<p>This data, strictly framed by the <strong>RGPD<\/strong>, is not used to monitor individuals, but to <strong>analyze collective performance<\/strong>. They can be used to adjust call scripts, identify training needs and improve the consistency of the sales pitch or customer support. <\/p>\n\n<h3 class=\"wp-block-heading\">Why monitoring calls improves customer service performance<\/h3>\n\n<p>Call monitoring is not just about listening: it&#8217;s about <strong>understanding trends<\/strong> and <strong>measuring customer service effectiveness<\/strong>.<br\/>The main <strong>parameters to monitor<\/strong> are :<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>average<\/strong> call <strong>handling time<\/strong>,<\/li>\n\n\n\n<li><strong>Pick-up rate<\/strong> (how many calls are answered by a human),<\/li>\n\n\n\n<li><strong>first contact resolution rate<\/strong>,<\/li>\n\n\n\n<li>and, of course, <strong>customer satisfaction<\/strong>.<\/li>\n<\/ul>\n\n<p>By centralizing <strong>all calls<\/strong> on a single platform, managers have a clear view of workload, agent responsiveness and the quality of exchanges. These indicators form the basis of performance management. <\/p>\n\n<h3 class=\"wp-block-heading\">Supervision as a lever for training and quality<\/h3>\n\n<p><strong>Live supervision<\/strong> is one of the most powerful methods for reinforcing agent competence and brand consistency.<br\/>Through discreet listening and <strong>whispering<\/strong>, the supervisor can :<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>accompany the agent during a call<\/strong>,<\/li>\n\n\n\n<li><strong>correct or complete an answer<\/strong>,<\/li>\n\n\n\n<li>or <strong>regain control<\/strong> if necessary.<\/li>\n<\/ul>\n\n<p>This approach transforms every interaction into a <strong>training moment<\/strong>: the advisor learns in a real-life situation, guided by an experienced manager.<br\/>Result: a rapid rise in skills, a smoother customer experience and a feeling of shared confidence within the team.<\/p>\n\n<h2 class=\"wp-block-heading\">Call monitoring tools: discreet listening, recording and supervision<\/h2>\n\n<p><strong>Call monitoring<\/strong> relies on tools capable of <strong>tracking, recording and analyzing<\/strong> every live customer exchange.<br\/>In a modern call center, these features help <strong>monitor<\/strong> incoming <strong>calls<\/strong>, pinpoint <a href=\"https:\/\/kavkom.com\/en\/useful-information\/technical-assistance\/\">support needs<\/a> and identify best practices worth sharing.<\/p>\n\n<p>A good <strong><a href=\"\/\">cloud telephony<\/a><\/strong> doesn&#8217;t just record calls: it provides a clear overview of performance.<br\/>Supervisors can track <strong>incoming call volume<\/strong>, hold times, average duration, and access to <a href=\"https:\/\/kavkom.com\/en\/feature\/supervision-en\/call-recording\/\"><strong>call recordings<\/strong><\/a> for training or audit purposes.<\/p>\n\n<p>This data, accessible in real time, becomes an invaluable tool for monitoring customer service quality and reinforcing the consistency of your sales pitch.<\/p>\n\n<h3 class=\"wp-block-heading\">Discreet listening, whispering and recording: the coaching trifecta<\/h3>\n\n<p>The best <strong>cloud telephony<\/strong> solutions today integrate <strong>advanced supervision<\/strong> tools, designed to support agents without disrupting their work:<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>Discreet listening<\/strong>: the supervisor listens to the conversation without being overheard.<\/li>\n\n\n\n<li><a href=\"https:\/\/kavkom.com\/en\/feature\/supervision-en\/whispering-call\/\"><strong>Call Whisper<\/strong><\/a> He talks to the agent without the customer noticing.<\/li>\n\n\n\n<li><strong>Resume call<\/strong>: you can intervene at any time to correct information or conclude an exchange.<\/li>\n<\/ul>\n\n<p>These functions transform <strong>call monitoring<\/strong> into <strong>coaching<\/strong> &#8211; a far more effective and caring way of improving performance than simple monitoring.<br\/>Agents benefit from <strong>immediate feedback<\/strong>, and managers can strengthen their teams while ensuring a smoother customer experience.<\/p>\n\n<h3 class=\"wp-block-heading\">Integrate call monitoring with your CRM and business tools<\/h3>\n\n<p>Good monitoring of <strong>incoming calls<\/strong> is an integral part of your overall working environment.<br\/>Modern solutions enable you to centralize <strong>all calls and associated information<\/strong> in your business tools.<\/p>\n\n<p><strong>Kavkom<\/strong> integrates easily with platforms such as <strong>Salesforce, HubSpot, Zoho, Pipedrive<\/strong> and many others.<br\/>Every interaction is automatically recorded in the corresponding CRM, with no double entry or loss of data.<br\/>Result: your teams have a complete view of the customer journey and can personalize their exchanges with precision.<\/p>\n\n<h2 class=\"wp-block-heading\">How to deploy call monitoring in your organization<\/h2>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/66bf4efac62d7fa8bf08f415a4643ab92599a3c6f51494dbe79b83f07c81e076?ts=1762506871\" alt=\"-Illustration =&amp;gt; A horizontal path in four numbered blocks: &quot;1. map&quot; (call flow diagram), &quot;2. indicators&quot; (table with figures and icons), &quot;3. coaching&quot; (manager giving advice to an agent), &quot;4. cloud platform&quot; (screen with dashboard).   \"\/><\/figure>\n\n<p>Setting up a <strong>call monitoring<\/strong> system is a process of organization, listening (it&#8217;s a good way of putting it!) and teaching.<br\/>Every step counts: it influences the quality of your customer exchanges as much as the cohesion of your teams.<\/p>\n\n<h3 class=\"wp-block-heading\">1. Map incoming and outgoing call flows<\/h3>\n\n<p>First and foremost, you need to understand <strong>how your phone calls flow<\/strong>.<br\/>Who calls whom? When do they call? For what reason?<br\/>This <strong>mapping<\/strong> is the basis of effective supervision.  <\/p>\n\n<p>Start by identifying your <strong>contact points<\/strong>: customer service, technical support, sales, after-sales.<br\/>Observe the volume of<strong>incoming<\/strong> and <strong>outgoing<\/strong><strong>calls<\/strong>, peak activity times and average waiting times.<br\/>This work gives you a realistic view of the call path, from ringing to resolution.<\/p>\n\n<p>Once you&#8217;ve established this overview, you&#8217;ll know where to focus your efforts: on peak hours, on unanswered calls or on the quality of answers given.<\/p>\n\n<h3 class=\"wp-block-heading\">2. Choose the right performance indicators<\/h3>\n\n<p>Supervising does not mean measuring everything.<br\/>To avoid infobesity, select the <strong>most relevant indicators<\/strong>: those that truly reflect the quality of interactions.<\/p>\n\n<p>Most useful :<\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>average call duration<\/strong>,<\/li>\n\n\n\n<li>the <strong>dropout rate<\/strong>,<\/li>\n\n\n\n<li><strong>waiting time<\/strong>,<\/li>\n\n\n\n<li><strong>first contact resolution<\/strong>,<\/li>\n\n\n\n<li>and <strong>customer satisfaction<\/strong>.<\/li>\n<\/ul>\n\n<p>These data provide a precise view of the service provided and highlight areas for improvement.<br\/>But for an indicator to be meaningful, it must be <strong>understood and shared<\/strong>.<br\/>Always explain to your teams what you are measuring and what you are trying to learn.<\/p>\n\n<h3 class=\"wp-block-heading\">3. Train supervisors and agents to listen constructively<\/h3>\n\n<p>Call monitoring is not a control tool, but a lever for coaching and ongoing training.<\/p>\n\n<p>Train your supervisors to give concrete, benevolent and useful feedback.<br\/>The aim is not to correct on the spot, but to guide.<br\/>Thanks to <strong>double listening<\/strong> or <strong>call whispering<\/strong>, a manager can advise an agent without interrupting his or her exchange with the customer.<\/p>\n\n<p>Encourage advisers to <strong>listen to their own calls again<\/strong>.<br\/>This is a powerful exercise in progress: you hear your successes, understand your mistakes, and move forward more quickly.<br\/>Provided, of course, that feedback remains a space for accompaniment, not punitive evaluation.<\/p>\n\n<h3 class=\"wp-block-heading\">4. Centralize supervision on a cloud platform like Kavkom<\/h3>\n\n<p>To orchestrate <strong>all calls<\/strong> and unify follow-up, centralization is essential.<br\/>A <strong>cloud telephony platform<\/strong> brings together statistics, recordings, double listening and live coaching in a single space.<\/p>\n\n<p>With <strong>Kavkom<\/strong>, these features are built in as soon as the account is opened.<br\/>You can monitor your <strong>phone calls<\/strong> in real time, view key indicators and intervene remotely without interrupting the conversation.<br\/>Supervisors have a complete view and can coach several agents simultaneously, from any workstation.<\/p>\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/kavkom.com\/en\/free-trial\/?utm_campaign=agemia&#038;utm_source=blog&#038;utm_medium=surveillance%20des%20appels\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/1d149aaaa999dcfa8915949f67486757fd821aa759dcae6f538c8b8cacbe2781?ts=1757098461\" alt=\"\" style=\"width:800px;height:auto\"\/><\/a><\/figure>\n\n<p><a href=\"https:\/\/kavkom.com\/en\/free-demo\/?utm_campaign=agemia&#038;utm_source=blog&#038;utm_medium=surveillance+des+appels\"><\/a><\/p>\n\n<h2 class=\"wp-block-heading\">Best practices for ethical and effective call monitoring<\/h2>\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/neuroncdn.com\/cdn-0001\/e0129b4a6b74b45ad9c0fcdc7b5942376fd9fdaaf8cea73f466cad687e48e100?ts=1762503083\" alt=\"-Illustration =&amp;gt; A large illustrated checklist with four checkboxes: &quot;Transparency&quot;, &quot;Constructive feedback&quot;, &quot;Confidentiality&quot;, &quot;Sharing successes&quot;.\"\/><\/figure>\n\n<p>Here are a few simple guidelines for getting the most out of supervision without losing the trust of your teams.<\/p>\n\n<h3 class=\"wp-block-heading\">Explain the &#8220;why&#8221; right from the start<\/h3>\n\n<p>Transparency creates buy-in.<br\/>Before any deployment, clearly inform your teams of the objective: to <strong>improve service<\/strong>, not monitor people.<br\/>Present the approach as a <strong>continuous training<\/strong> tool, a means of progressing together.<br\/>Agents will feel involved, not observed.<\/p>\n\n<h3 class=\"wp-block-heading\">Give constructive feedback<\/h3>\n\n<p>A call that is listened to should always lead to <strong>useful feedback<\/strong>.<br\/>Use a benevolent tone: first point out what&#8217;s working, then address areas to be strengthened.<br\/>The aim is to encourage, not correct.<br\/>Supervisors thus become <strong>coaches of progress<\/strong>, not judges of performance.<\/p>\n\n<h3 class=\"wp-block-heading\">Respect confidentiality<\/h3>\n\n<p>Recordings often contain <strong>sensitive data<\/strong>.<br\/>Protect them rigorously: restricted access, limited storage time, automatic deletion.<br\/>This vigilance reinforces the credibility of your approach and shows your respect for privacy.<\/p>\n\n<h3 class=\"wp-block-heading\">Recognize collective progress<\/h3>\n\n<p>Regularly share the successes you&#8217;ve observed thanks to <strong>call monitoring<\/strong>.<br\/>A few seconds of positive listening can inspire an entire team.<br\/>It&#8217;s also a simple way of recognizing efforts and strengthening internal cohesion.<\/p>\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Good practice<\/th><th>Impact on your teams<\/th><\/tr><\/thead><tbody><tr><td><strong>Inform and reassure<\/strong><\/td><td>Builds trust and acceptance<\/td><\/tr><tr><td><strong>Giving useful feedback<\/strong><\/td><td>Helps skills grow without judgment<\/td><\/tr><tr><td><strong>Data protection<\/strong><\/td><td>Reinforces the legitimacy of the approach<\/td><\/tr><tr><td><strong>Sharing success stories<\/strong><\/td><td>Creates a positive dynamic in the department<\/td><\/tr><\/tbody><\/table><\/figure>\n\n<h2 class=\"wp-block-heading\">Security and RGPD: how to frame communications monitoring<\/h2>\n\n<p>The <strong>RGPD<\/strong> and the <strong>CNIL<\/strong> impose two simple rules: <a href=\"https:\/\/www.cnil.fr\/fr\/les-droits-des-personnes-au-travail\" target=\"_blank\" rel=\"noopener\"><strong>inform<\/strong> employees<\/a> and <a href=\"https:\/\/entreprendre.service-public.gouv.fr\/vosdroits\/F24270\" target=\"_blank\" rel=\"noopener\"><strong>secure<\/strong> the data recorded.<\/a><\/p>\n\n<p>Tell your teams that wiretaps are for <strong>training<\/strong> purposes, not control.<br\/>Store recordings in a <strong>secure, time-limited<\/strong> area, accessible only to authorized personnel.<\/p>\n\n<p>Solutions like <strong>Kavkom<\/strong> facilitate this compliance with the legal framework: calls are hosted on RGPD-compliant servers, protected and encrypted.<\/p>\n\n<h2 class=\"wp-block-heading\">FAQ &#8211; Frequently asked questions about call monitoring<\/h2>\n\n<h3 class=\"wp-block-heading\">What is discreet listening in a call center?<\/h3>\n\n<p><strong>Discrete listening<\/strong> allows a supervisor to overhear a conversation between an agent and a customer without either of them knowing it.<br\/>This method is used to <strong>assess the quality of exchanges<\/strong> and <strong>train agents in real time<\/strong>, without disrupting the discussion.<\/p>\n\n<h3 class=\"wp-block-heading\">What&#8217;s the difference between discreet listening and call whispering?<\/h3>\n\n<p><strong>Whispering<\/strong> &#8211; or <em>call whispering<\/em> &#8211; goes a step further: the manager can <strong>talk to the agent during the call<\/strong>, without the customer hearing.<br\/>It&#8217;s an <strong>instant coaching<\/strong> tool, ideal for guiding new recruits or correcting a detail during an important exchange.<\/p>\n\n<h3 class=\"wp-block-heading\">Are monitored calls automatically recorded?<\/h3>\n\n<p>Yes, in most cloud telephony systems, <strong>calls are recorded<\/strong> for analysis or training.<br\/>These recordings are used to <strong>identify areas for improvement<\/strong>, share good examples and <strong>reinforce the consistency of<\/strong> the customer&#8217;s discourse.<\/p>\n\n<h3 class=\"wp-block-heading\">Is call monitoring legal in France?<\/h3>\n\n<p>Yes, as long as it complies with the <strong>RGPD<\/strong> and <strong>CNIL<\/strong> recommendations.<br\/>Employees must be <strong>informed<\/strong> that their calls may be listened in on or recorded, and the data must be <strong>secure<\/strong> and <strong>kept for a limited time<\/strong>.<br\/>The purpose must always remain <strong>training<\/strong> and <strong>service quality<\/strong>, never individual control.<\/p>\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n<p><strong>Call monitoring<\/strong> is not a control tool, but a <strong>collective learning method<\/strong>.<br\/>By monitoring exchanges, managers turn every call into an opportunity for progress, and every customer conversation into a moment for enhancing their teams&#8217; know-how.<\/p>\n\n<p>This process creates a virtuous circle: agents feel supported, customers better understood, and the service gains in coherence and efficiency.<br\/>Companies that adopt this approach don&#8217;t monitor to observe, but to <strong>listen, understand and grow<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In this article, you&#8217;ll find out exactly what call monitoring is, why it&#8217;s become indispensable in modern customer services, and how to make it a tool for performance and quality. Points to remember : What is telephone call monitoring? Call monitoring involves listening to, recording and analyzing conversations between your agents and customers, with the [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":63618,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[35],"tags":[],"class_list":["post-64034","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-useful-information"],"acf":[],"_links":{"self":[{"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/posts\/64034","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/comments?post=64034"}],"version-history":[{"count":5,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/posts\/64034\/revisions"}],"predecessor-version":[{"id":64336,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/posts\/64034\/revisions\/64336"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/media\/63618"}],"wp:attachment":[{"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/media?parent=64034"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/categories?post=64034"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/kavkom.com\/en\/wp-json\/wp\/v2\/tags?post=64034"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}