Lesson 19

Call Monitoring 

Lesson 19: Call Monitoring

Objective:

The TeamOB Call Monitoring Software is designed to streamline the process of managing and monitoring call activities within a team. It provides tools for both agents and admins to manage calls, track performance, record call data, and generate reports. The system helps improve agent performance, enhance customer interactions, and ensures that data is easily accessible for both reporting and follow-up purposes.

Content:

1. Call Monitoring for Agents:

   • Connect Phone: The agent connects their phone to the system.

   • Mirror to Desktop: The phone's interface is mirrored to the desktop for easier management of calls.

   • Log In to TeamOB: Agents log into the TeamOB software using their email and password.

   • Dialing and Receiving Calls: The agent can dial or receive calls directly from the PC using the integrated dialer.

   • Call Notes: During or after a call, agents can register notes about the call for future reference.

2. Call Screen for Agents:

   • The call screen shows the agent’s own attendance, call history, and follow-up list for easy access and management.

3. Admin Dashboard:

   • Admins can view a real-time dashboard showing active agents, scheduled calls, and progress.

   • Follow List and Call Log: Admins can monitor call logs, including audio recordings of calls, and track agent activities.

   • Analytics and Reports: Analytics on team performance and individual agents’ metrics help in performance evaluation.

   • Data Management: Admins can upload, edit, and manage follow-up lists and customer data, which can be stored securely on shared drives, AWS, Google Drive, or SFTP servers.

   • Lead/Ticket Management: Admins can define lead stages and track their progress, and download lead data in Excel format.

4. Customization:

   • Admins can define custom fields for customer data management, message templates, and flags for quick reference.