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Call Monitoring

Call Monitoring

Free Practice Test

FREE
  • No. of Questions10
  • AccessImmediate
  • Access DurationLife Long Access
  • Exam DeliveryOnline
  • Test ModesPractice
  • TypeExam Format

Practice Exam

$7.99
  • No. of Questions105
  • AccessImmediate
  • Access DurationLife Long Access
  • Exam DeliveryOnline
  • Test ModesPractice, Exam
  • Last UpdatedJuly 2025

Online Course

-
  • Content TypeVideo
  • DeliveryOnline
  • AccessImmediate
  • Access DurationLife Long Access
  • No of videos-
  • No of hours-
Not Available

Call Monitoring


The Call Monitoring certification exam validates a professional’s ability to monitor, assess, and improve the quality of customer service calls. This certification is crucial for those looking to advance in roles such as call center managers, customer service supervisors, and quality assurance analysts. Earning this certification proves that you have the skills to evaluate communication skills, monitor customer satisfaction, and drive improvements in service quality. As businesses increasingly focus on enhancing customer experiences, this certification boosts your career opportunities and sets you apart as an expert in customer service call monitoring.


Skills Required

  • Assessing call quality and communication skills
  • Analyzing customer satisfaction and feedback
  • Identifying and resolving service issues during calls
  • Monitoring and improving customer interactions
  • Using call monitoring software and tools
  • Coaching and providing feedback to team members
  • Creating reports based on call evaluations
  • Understanding customer expectations and needs
  • Implementing best practices in call handling
  • Improving overall customer service performance

Who should take the Exam?

This exam is ideal for:

  • Call Center Managers
  • Customer Service Supervisors
  • Quality Assurance Analysts
  • Customer Experience Managers
  • Call Monitoring Specialists
  • Customer Support Representatives
  • Operations Managers
  • Training and Development Managers
  • Business Process Improvement Professionals
  • Professionals aiming to advance in customer service and call center management

Course Outline

  • Domain 1 - Introduction to Call Monitoring
  • Domain 2 - Key Performance Indicators (KPIs) for Call Quality
  • Domain 3 - Customer Satisfaction Analysis
  • Domain 4 - Using Call Monitoring Tools and Software
  • Domain 5 - Coaching and Feedback for Improvement
  • Domain 6 - Best Practices in Call Handling
  • Domain 7 - Continuous Improvement Strategies
  • Domain 8 - Reporting and Analysis

Exam Format and Information


Call Monitoring FAQs

Job roles include Call Center Manager, Quality Assurance Analyst, Customer Service Supervisor, Call Monitoring Specialist, and Customer Experience Manager in various customer service sectors.

Call Monitoring certification validates your skills in assessing customer service calls, improving service quality, and enhancing customer satisfaction, boosting your career prospects in customer service management.

Companies in industries such as telecommunications, retail, banking, and customer service outsourcing frequently hire certified professionals for roles in quality assurance and customer experience management.

The exam tests your ability to assess call quality, evaluate communication skills, monitor customer satisfaction, provide feedback to agents, and use call monitoring software effectively.

Call Monitoring certification is ideal for Call Center Managers, Quality Assurance Analysts, Customer Service Supervisors, and professionals in customer service roles looking to improve service quality and performance.

You will gain expertise in evaluating call quality, analyzing customer satisfaction, improving customer interactions, providing feedback to service agents, and using call monitoring tools.

Yes, as businesses place increasing importance on customer experience, there is a growing demand for professionals who can monitor and improve customer service performance.

The exam covers call monitoring techniques, KPIs for call quality, customer satisfaction analysis, using call monitoring software, coaching and feedback, best practices in call handling, and continuous improvement strategies.

Call Monitoring certification enhances your qualifications in customer service and quality assurance, positioning you for advanced roles in call center management and customer experience improvement, ultimately boosting your career growth.

 

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