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Selmo’s call monitoring system is the best way to ensure efficient contact center agents and happy customers. If you’re curious about using our state-of-the-art software for your company, book a free demo now!
Selmo Call Monitoring
to Improve Sales Agent Performance
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No credit card required.
No credit card required.
What Is Call Monitoring?
Selmo call monitoring involves listening in on phone conversations between agents and customers to evaluate the performance of your operators. It allows you to see firsthand which areas your agents should focus on during training, meaning you can plan successful and productive coaching sessions.
What Is Call Monitoring?
Selmo call monitoring involves listening in on phone conversations between agents and customers to evaluate the performance of your operators. It allows you to see firsthand which areas your agents should focus on during training, meaning you can plan successful and productive coaching sessions.
This is all possible with a call monitoring system, a system that lets you listen to your agents’ phone conversations in real-time. Often, these systems come with advanced features that let you resolve problems as and when they arise in conversations. For example, many such programs include whispering, a handy tool that lets you speak to your employee mid-conversation.
This is all possible with a call monitoring system, a system that lets you listen to your agents’ phone conversations in real-time. Often, these systems come with advanced features that let you resolve problems as and when they arise in conversations. For example, many such programs include whispering, a handy tool that lets you speak to your employee mid-conversation.
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Why Try the Selmo Call Monitoring System?
Improve the Customer Experience
Use call center monitoring software to whisper to agents mid-call, guiding them through particularly tricky issues. You can even take over if they seem to need extra assistance. This ensures that the customer receives everything they need from the conversation.
Boost Sales Conversion Rates
Happier customers mean more sales. Focus on enhancing the customer experience using a call monitoring system, and notice improvements in your sales results. Use this software to evaluate the effectiveness of sales pitches from center agents.
Evaluate Your Contact Center’s Performance
The Selmo call monitoring system provides managers with an easy way to evaluate their customer support agents and the advice they issue over the phone. Verify for yourself the efficiency of sales team pitches!
Implement Effective Training
Have trainees listen to effective agents while they’re on the phone with a customer, giving them a model to work off. By observing your agents, determine which areas to focus on during training.
Foster Successful New Agents
Using a call monitoring system, you can see how new agents are getting on. Use information from the conversation to cater coaching sessions to them and their needs.
What Businesses Are Selmo Call Monitoring Solutions Suitable for?
A call monitoring system can be helpful across many different industries and for businesses in all sorts of formats. Multimillion-dollar companies, small businesses, and solopreneurs alike can find a use for this technology.
The bigger the business, the bigger the team working behind the scenes to keep things running smoothly. By using a call monitoring system, you can ensure that your staff members all work towards the same standards. Incorporate spot checks into your working routine to ensure agents are meeting company expectations.
Big Brands
Selmo call monitoring helps small businesses enhance the customer experience and maximize agent efficiency. For companies looking to expand, this technology is perfect, as it helps retain customers and boosts sales, as well.
Small Businesses
Solopreneurs can also find a use for the Selmo call monitoring system, even without agents to observe. Recording calls allows you to review them for information and see which approaches work for different kinds of customers. By carefully analyzing conversations, you can keep track of your progress and set targets for yourself.
Sole Traders
Selmo Call Monitoring Options
Recording of a telephone conversation
Live listening for rapid feedback
Ideal to safely store audio recordings of conversations, whether for customer service training purposes or sales and marketing performance evaluation. Recordings are automatically transcribed by the program, complete with keywords and timing.
Listen to real-time conversations between agents and customers. If you want to provide instant feedback after the conversation, this is the option you should choose.
Why Selmo Call Monitoring Is Essential for Your Business
Accountability
Skills Evaluation
Dispute Handling
Reward and Recognition
A monitoring system makes it easier for you to hold your agents accountable for their customer service performance. This includes ensuring that they take on-board feedback and advice.
You can easily track the performance of individual team members and can evaluate the development of their skills. This makes it easy to determine which areas they should focus on during customer service training.
Customer complaints are an inevitable part of working in customer service. A monitoring system allows you to fully understand the situation and deal with it in whichever way is appropriate. Hopefully, you can avoid conflicts altogether by providing agents with guidance throughout.
Recognizing and rewarding excellent performance in your agents is just as important as providing guidance and constructive criticism. Monitoring calls allows you to see where your agents excel so that you can encourage this behavior.
Advanced Visualized Statistics
Take more advantage of advanced visualized statistics to ensure your sales and marketing team agents are working at their best.
Unlimited 100% Secure Cloud Storage
All the recordings are kept safely encrypted in Selmo cloud-based storage. But only you have access to the records. There are no additional costs for extra gigabytes of recordings: we store all the conversations for you, providing you with the perfect sales system analytics for your business.
Selmo Supporting Call Monitoring Killer Features
Looking for Call Center Quality Monitoring System for Your Business?
Advise operators on how to deal with difficult problems while they’re still on the call.
Call Whispering
Identify areas for improvement in your agents and keep track of their growth by using a convenient keyword-driven search.
Keyword-Driven Tracking of Agent Performance
Who Can Use the Selmo Call Center Quality Monitoring System?
Call Center Managers
Managerial staff can use a call center monitoring system to make sure that the standards of their contact center are being met. They can also utilize call whisper functions to advise staff when dealing with tricky customers.
Sales and Customer Support
A call monitoring system greatly simplifies the training process, making it easier for supervisors and managers to support sales and customer service staff. You can also use audio recordings of conversations to revisit any details that the agent might have missed while talking with a customer.
Marketing Departments
A call monitoring system greatly simplifies the training process, making it easier for supervisors and managers to support sales and customer service staff. You can also use audio recordings of conversations to revisit any details that the agent might have missed while talking with a customer.
Sales Lead
“Selmo’s call monitoring system has allowed us to isolate problematic behavior in our agents and swiftly resolve it. Feedback from customers indicated that one of our agents had a brusque phone manner. By monitoring their calls, we were able to identify their problematic behavior and work with them in addressing it.”
Dorcas Grant
Call center coach
“Using this call monitoring system has really helped us plan customer service training events for our agents. Before using this system, it was difficult to isolate areas for improvement. But now, with all the necessary data made available through call recordings, it’s far easier to spot problem areas for our staff.”
Samuel Campbell
Sales manager
“Our sales have seen a noticeable increase since we started using Selmo’s call monitoring system. It’s easier than ever to find out what sales approach works best for our target audience. We can also play back recordings of successful conversations for training purposes.”
Noah Blake
Product manager
“We’ve definitely noticed an increase in customer satisfaction since we started using this product. In reviews, customers have left glowing praise for our agents, and feedback surveys show that they feel truly listened to.”
Imogene Reeves
Onboarding manager
“It’s important to us that our staff members feel secure and supported at work. New agents can feel a bit anxious about fielding calls, especially after their first negative customer experience. Selmo’s call monitoring system allows us to give our agents proper support and guidance throughout the conversation, boosting their confidence.”
Piers Little
Call Monitoring FAQs
A monitoring system is suitable for virtually any business with a team dedicated to fielding calls. Whether you run a large customer service center, a small sales business, or even a solo enterprise, you can find a use for monitoring software.
Not everyone in your team needs to have access to real-time monitoring in your call center. With a monitoring system, you can designate an administrator role as well as supervisory ones. Only administrators and supervisors can listen in on phone conversations as they're happening.
With Selmo, our call monitoring system is included in all three of our plans: Basic, at $30 per user/month; Pro, at $60 per user/month; and Business, at which prices vary depending on the features you choose.
Using a call monitoring system, multiple individuals can listen to a live call at the same time. This way, multiple staff members can provide input during evaluations and training and can also stay apprised of any ongoing issues with a customer.
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