CALL LISTENING

Silently Listen to Live Calls for Better Training and Quality Control

Q: Is anyone listening to my phone calls?

In a business setting, calls may be monitored for training or compliance purposes, but companies are generally required to inform employees or customers in advance. Outside of that, unauthorized listening is illegal.

Q: How do I know if someone is monitoring my calls?

In professional business phone systems like Calilio, agents are notified that monitoring may occur. For personal devices, unusual battery drain, noise, or apps with suspicious permissions could indicate monitoring, but legal monitoring always requires consent.

Q: Can you listen in on phone calls?

Yes, but only through authorized systems like Calilio for business purposes. Listening to personal calls without consent is illegal in most regions.

Q: What is the call listening process?

The process involves a supervisor logging into the call dashboard, selecting the agent or number, and silently monitoring the live call. Customers and agents remain unaware, ensuring natural conversations.

Q: What is active listening in a call center?

Active listening refers to an agent’s skill of fully focusing on the caller, understanding their issue, and responding appropriately. It differs from call listening, which is a monitoring feature used by supervisors.

Q: What is one main style of listening in a call center?

The most important style is empathetic listening, where agents pay close attention to customer concerns and respond with understanding and care.

Q: What is a call listening session?

A call listening session is a monitoring period where a supervisor silently listens to an agent’s live call. It can be used for quality checks, coaching, or compliance reviews.

Start listening to live calls without being heard and catch issues as they happen. Use the insights to train new agents, improve service quality, and maintain compliance.

Identify gaps in agent communication and service delivery in real-time.

Provide immediate feedback to improve agent performance and confidence.

Monitor adherence to scripts and compliance standards effortlessly.

Gain insights into customer needs and pain points instantly.

Reduce escalation rates by guiding agents during challenging calls.

dashboard showing a monitored call of a man with a headset with visible call timer and live status indicator.

Telephony Partner of 1000+ Businesses Worldwide

Get a Virtual Phone Number with Call Listening Feature

With Calilio, you can get a virtual number from 100+ countries and pair it with call listening to monitor conversations globally.

Whether you’re overseeing sales teams, customer support, or remote agents, you can listen to live calls in real time and ensure consistent quality across all regions.

Your first US or Canada phone number is free🤑 — Claim Now!

Some Numbers May Require Proof Of ID And Address Registration According To Local Laws.

Some Phone Numbers May Not Be Available Through This Search, As They Are Not Generally Offered To Customers. These Numbers Are Available On Order Request. Please Contact Support To Request Them.

Also, you can port your existing number to Calilio, and use the number for outbound calling —Port Your Number Now!

How to Use Call Listening on Calilio?

Once you’ve signed up for Calilio and set up your phone numbers for your agents to handle calls, you can listen to live calls directly from the dashboard.

Get Started

Step 1

Step 2

Add members to your workspace and assign numbers to your agents.

Step 3

Scroll down to see the ongoing calls.

Step 4

You click on 🎧Live Call to listen to the call.

Real-Time Monitoring

Listen to live calls as they happen without interrupting the conversation. It allows supervisors to assess agent performance instantly.

call monitoring dashboard showing liv’s call including call details, duration, modes, and controls.

Silent Oversight

Customers and call center agents are unaware of the monitoring, ensuring natural and unbiased conversations. It helps capture genuine customer-agent interactions.

Actionable Insights

Use monitored calls to identify training needs and service gaps. Turn real conversations into learning opportunities for better team performance.

What is Call Listening?

Call listening is a telephony feature that allows supervisors to silently monitor live calls between agents and customers to assess service quality, compliance, and performance. Unlike call recording, which is reviewed after the conversation, call listening happens in real time, giving managers immediate visibility into how agents handle interactions in call centers.

call listening feature for real time monitoring and quality assessment

How Does Call Listening Work?

Call listening works by using specialized software to record or stream live phone conversations between customer service agents and callers. Supervisors or quality assurance (QA) teams can then access these calls through a dashboard, selecting specific calls based on criteria like agent name, call duration, or customer feedback. This allows them to monitor how agents handle inquiries, resolve issues, and follow company protocols.

During the review process, evaluators listen for key performance indicators such as tone, professionalism, accuracy, and problem resolution. They often score calls using a standard checklist or rubric and provide feedback to agents for improvement. This process helps enhance customer service, ensures compliance with regulations, and identifies areas where agents may need additional training.

call listening process for live call evaluation and agent performance review

Benefits of Call Listening

Call listening provides real-time visibility into customer conversations and helps businesses train agents, improve service quality, and ensure compliance. With Calilio, supervisors can silently monitor calls across teams, devices, and locations to maintain consistent standards.

Improve Agent Training

Supervisors can use live calls as learning opportunities, giving feedback based on real interactions. It helps new agents adapt faster and experienced ones refine their skills.

Enhance Customer Experience

Ensure Compliance

Identify Performance Gaps

Support Remote Teams

Integrate Call Listening with CRM Business Tools

Calilio integrates with your existing CRM and business systems to provide context and performance insights. Every monitored call is logged and can be linked to customer records for complete visibility.

Zapier

Automation

Pipedrive

CRM

Pabbly Connect

Automation

LeadHeed

CRM

HubSpot

CRM

Salesforce

CRM

Mailchimp

Marketing

Krispchat

Sales Automation

Zendesk

Helpdesk

Request Integration

View all Integration

Keep in Mind

Best Practices for Call Listening

Call listening is most effective when it’s used as a coaching and quality assurance tool. The goal is to improve agent performance, ensure compliance, and enhance customer experience—without creating discomfort or distrust among your team.

Do’s

Inform agents that calls may be monitored to maintain transparency.

Regularly listen to calls for training and constructive feedback.

Pair listening insights with AI call reports for a complete performance review.

Focus on identifying both strengths and areas for improvement.

Monitor regularly to maintain consistent quality standards.

Dont’s

Don’t overuse listening, as it may cause stress or reduce agent confidence.

Don’t interrupt the flow—listening should be silent and non-intrusive.

Don’t rely only on call listening—combine it with recordings, reports, and coaching sessions.

Don’t use insights solely for criticism; recognize positive performance too.

Select Plan

Calilio’s Pricing For Business Phone System with Call Listening

Call listening comes built into Calilio when you get our premium VoIP plan ($28 per month)—you don’t pay extra to monitor and improve call quality. Whether you need to train new hires, supervise support teams, or evaluate sales conversations, you get the right tools at the right price.

save 20% on Annual Plan

Standard Plan

$12
Per user/per month

$15 Save 20%

billed annually at $144

Ideal for solopreneurs, startups and small businesses venturing into affordable VoIP service.

Get Started with:

User Limit: 10
Free 1 Local Number
US or Canada
Call Recordings and Storage
Optional
Basic Realtime Dashboard

Premium Plan

$28
Per user/per month

$35 Save 20%

billed annually at $336

Leverage growing businesses and call centers with cost-effective VoIP solutions.

Everything in the Standard Plan, plus:

All Standard Plan Features
Unlimited Users
Advance Reporting
Coming Soon
Live Call Monitoring
Detailed Realtime Dashboard

Enterprise Plan

Custom

Comprehensive VoIP plan for unmatched communication solutions for large businesses and enterprises.

Everything in the Premium Plan, plus:

Queue Call Back
Coming Soon
All Call Strategy Features
Dedicated Account Manager
Phone and WhatsApp Support

Note: Your subscription only covers the plan and includes a complimentary $1 credit. Once this credit is used, you must load your wallet to make or receive calls/SMS. Phone numbers are billed separately. Please refer to the call and SMS rates for incoming and outgoing charges.

Q&A

Frequently asked questions

What is the reason for call listening?

The main reason for call listening is to evaluate agent performance, ensure consistent customer service, and provide real-time training feedback. It helps businesses improve quality and customer satisfaction.