Techopedia Explains Silent Monitoring
Silent monitoring is primarily a part of most call center software applications, which record all incoming and outgoing calls. Although the recorded calls are used for a variety of purposes, silent monitoring generally facilitates call quality assurance and verification for call centers. Silent monitoring provides a suite of different metrics and data such as the length of each call and the average length of all calls, agents' behavior and compliance with salutation standards, and whether those agents meet other organizational objectives. Moreover, a call center with silent monitoring software might also allow a manager to eavesdrop on a live call without notifying the customer or the agent.
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