Call Monitoring
About Call Monitoring
Call monitoring is the practice of listening in on staff calls to enhance customer service and communication. It's most frequently applied in customer service environments where it may reduce total agent training time and provide high-quality, dependable support.
Why is Call Monitoring important?
The advantages of call monitoring:
- Solving issues quickly and methodically.
- Recognizing how operational procedures affect the caliber of the services.
- Evaluating compliance problems.
- Concentrating on your training.
- Assisting in the growth of employees
- Identifying areas for development and agent training requirements.
Who should take the Call Monitoring Exam?
- Contact center management team
- Quality Assurance Analyst
- Call Center Representative
Call Monitoring Certification Course Outline
- Call Observation Guide
- Call monitoring concepts
- Understanding of scoring and criteria
- Determination of feedback mechanism
- Discussion of calibration
Certificate in Call Monitoring FAQs
When will the result be declared?
The result will be declared immediately on submission.
How can I take the exam?
It will be a computer-based exam. The exam can be taken from anywhere around the world.
What is the passing score for the Certification?
You have to score 25/50 to pass the exam.
Is there any negative marking?
No there is no negative marking
How many questions will be there in the exam?
There will be 50 questions of 1 mark each
What happens if I fail in the exam?
You will be required to re-register and appear for the exam. There is no limit on exam retake.
How to register for the exam?
You can directly go to the certification exam page and register for the exam.