Monitor Live Calls to Improve Call Center Agent Training
Empower supervisors with real-time call monitoring tools that help agents improve on the spot without disrupting the customer experience. From silent listening to live coaching and intervention, Calilio ensures every call meets your quality standards.
With Calilio, you don’t just monitor calls, you improve them.
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Get virtual phone numbers for your sales, support, or remote agents. Pair them with call quality monitoring tools to track and improve performance across your teams.
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How Does Call Monitoring Work on Calilio?
Supervisors can access call monitoring directly from the Calilio dashboard and quietly evaluate calls, coach agents in real time, and terminate active calls.
Get StartedStep 1
Sign up and set up your phone numbers on Calilio.
Step 2
Log in to access your dashboard.
Step 3
Scroll down to see the Live Calls.
Step 4
You can listen to and end the calls in real-time.
Call Listening
Silently listen to calls in real time without interrupting. It is ideal for quality checks and training observations.
Call Whispering
Coach agents during the call; only the agent can hear them. Customers remain unaware.
Call Barge-in
Step into the call and speak directly with both the agent and the customer. It is useful for immediate intervention.
Call Termination
End a specific call instantly if it violates protocols, or terminate all active calls at once to regain full control during emergencies or system resets.
What is Call Monitoring?
Call monitoring is a telephony feature that allows supervisors to listen to live calls between agents and customers for training and quality assurance. It helps managers ensure calls meet company standards while providing real-time coaching opportunities.
With Calilio, you can:
- Whisper advice to agents without the customer hearing.
- Barge into calls when immediate support is needed.
- Improve training while boosting customer satisfaction.
How to Monitor Agent Performance in a Call Center?
Track performance precisely with Calilio's call monitoring and reporting features:
- Live calls to capture real-time insights.
- Whisper coaching and barge-in capabilities.
- Call disposition and report inspection.
- Track metrics such as resolution time, CSAT.
- Use AI-based call reports (transcriptions, summaries, sentiment, outcomes) to coach smarter.
Call Monitoring Software for Every Industry
Integrate Calilio’s Call Monitoring Software with CRM Tools
Sync call logs automatically by integrating Calilio’s call monitoring software with your existing CRM tools. Keep all customer interactions connected and trackable.
Zapier
Automation
Pipedrive
CRM
Pabbly Connect
Automation
LeadHeed
CRM
HubSpot
CRM
Salesforce
CRM
Mailchimp
Marketing
Krispchat
Sales Automation
Zendesk
Helpdesk
Request Integration
Best Practices for Call Monitoring
To get the most out of call monitoring, use it as a coaching tool, not micromanagement.
Do’s
Listen to live calls regularly to assess call quality and identify training needs.
Keep providing real-time coaching without disrupting the customer experience.
Barge in or terminate calls only when necessary to resolve issues or maintain compliance.
Combine monitoring with AI call reports to evaluate performance trends and sentiment.
Inform agents that calls may be monitored to maintain transparency and trust.
Dont’s
Don’t overuse call monitoring, as it can create stress or distrust among agents.
Don’t interrupt calls unnecessarily unless escalation is required.
Don’t ignore compliance or privacy laws—always follow call recording and monitoring regulations.
Don’t focus only on negatives; use monitoring to highlight and reinforce good performance too.
Don’t leave monitoring data unused—analyze reports and coach agents based on insights.
Calilio’s Pricing for Its Call Center Monitoring Software
Give supervisors the ability to listen, whisper, barge, and terminate calls for better training and quality assurance.
Choose from flexible pricing plans that scale with your business, whether you’re running a small support team or a large enterprise call center.
Enterprise Plan
Custom
Everything in the Premium Plan, plus:
- Queue Call BackComing Soon
- All Call Strategy Features
- Dedicated Account Manager
- Phone and WhatsApp Support
Frequently asked questions
What is call center quality monitoring?
Call center quality monitoring is the practice of reviewing calls to measure agent performance against quality standards. It combines live monitoring, recordings, and AI call reports to track compliance and customer satisfaction.
What are the top 3 call center metrics?
How to monitor call logs?
Is call log monitoring legal?
What is agent monitor software?
Which is the best software for monitoring?
Still have questions?
Can’t find the answer you’re looking for? Please chat with our friendly team.
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