Call Monitoring

Enables office managers and supervisors to monitor phone conversations of select extensions on an 8x8 Cloud for quality control and training.

Key Benefits

  • Improves quality control by helping managers and supervisors educate new employees on how to best serve customers and prospects on the phone.
  • Enables managers to jump into a call if, for example, they need to assist in a negotiation or correct information.
  • Enables receptionists and other authorized users to interrupt calls to provide emergency or otherwise critical information.
  • Assists managers in evaluating employee performance.
  • Improves quality control by helping managers and supervisors educate new employees on how to best serve customers and prospects on the phone.
  • Enables managers to jump into a call if, for example, they need to assist in a negotiation or correct information.
  • Enables receptionists and other authorized users to interrupt calls to provide emergency or otherwise critical information.
  • Assists managers in evaluating employee performance.

Learn more about call monitoring

Monitor

Supervisors can listen in to select employee conversations without any party being aware of it. It is common for businesses to inform callers that their conversations may be recorded for training and quality control purposes.

Barge

When needed, supervisors may interrupt a call to provide assistance. When they barge in, the call becomes a 3-way call with each party able to hear the supervisor.

Whisper

The whisper feature allows supervisors to speak to their employee in a call without their caller able to hear the supervisor.