Call Centre Monitoring acts to monitor the incoming calls and services of a call centre, enabling more efficient configuration of the working processes. Data is used for this purpose, which is gathered by the telephone system during operation, and which can be used by NFON through special access procedures. This data is used for the real-time analysis of queues or statistical reports for example.
Virtual telephone systems in particular are well suited for Call Centre Monitoring, because their software can be expanded with the requisite functions with ease. Furthermore, it is also possible to optimally integrate home workstations into Call Centre Monitoring data analysis.
In general terms, Call Centre Monitoring serves to facilitate the optimisation of working processes and enhance efficiency.