Top 10 call center screen monitoring tools for 2024

Call centers play an essential role in customer service. They not only help you manage customer call volume but also simplify various business processes.

However, with customer demands constantly changing, it’s vital to ensure that your agents deliver a great customer experience. And including screen monitoring in your call center workflows help you do just that.

In this article, we’ll cover what call center screen monitoring is and the benefits it provides.

We’ll also highlight the ten best screen monitoring tools for call centers, along with their key features, pricing plans, and customer ratings.

Let’s get started.

What is call center screen monitoring?

Call center screen monitoring refers to real-time monitoring and recording of the call center agents’ desktops. Usually, call center monitoring is done during customer interactions while still maintaining customer and agent privacy.

Agent conversation monitoring helps you identify important issues and product improvement opportunities as well as enhance customer experience.

You can also:

Get context for escalated calls.
Monitor new in-house and remote agents during their initial calls.
Use the recorded call for coaching purposes.
Optimize call handling processes.

However, capturing and handling a large volume of call recordings manually can become tedious. That’s why using screen monitoring software is a better alternative.

Screen monitoring software allows you to easily monitor and record all customer interactions. In some cases, they even automate recording as soon as a call is established.

4 key benefits of screen monitoring software for call centers

Let’s take a look at why including screen monitoring in your contact center workflows is beneficial.

1. Improves agent performance

Screen recordings can provide valuable quality management insights. You can use them to create teaching materials to train new agents and coach existing ones.

All you have to do is collect instances of high-quality call center performances from your agent. But instead of providing a summary of the example, you can directly use the related screen recording for agent training.

Practicing this example-based coaching doesn’t just lead to better call outcomes but improved customer service and agent productivity as well.

Additionally, seeing their performances being used as examples can also motivate your top performers to consistently deliver their best.

2. Provides useful insights

When it comes to enhancing customer service, screen recordings are an invaluable asset. They provide complete visibility into all agent-customer interactions.

And if combined with useful call analysis, agent conversation can help you identify important metadata and trends — which can be a transformative source of business insights.

Here are a few examples:

Offer frequently requested features.
Identify strong customer feedback.
Spot unknown bugs or user-interface issues.

The data collected from the recordings can help you optimize your existing product, develop a new one, or even use it for marketing campaigns.

3. Minimize legal risks

In a call center, it’s mandatory for a call center agent to clearly and accurately state legal disclosures at an appropriate time in every conversation. This keeps your customers informed and reduces legal liability.

Screen and call recording helps a call center manager ensure that fundamental business requirements like obtaining consent and communicating if legal statements are being followed strictly.

Moreover, you can use these screen recordings to counter unlawful claims made by customers against your organization or call center agent.

4. Helps create case studies

Keeping an account of successful troubleshooting is crucial, especially if it’s a challenging situation.

And the best way to do that is by creating case studies.

Case studies provide detailed information and research, as well as help you deal with unusual problems.

Screen recordings can help you:

Provide insights into specific customer interactions.
Gather positive testimonials.
Identify the exact technique that helped in resolving issues.
Compile examples of effective solutions.

Compiling such case studies can also help to train every call center agent beforehand.

Next, let’s check out some of the incredible call center screen monitoring software available today.

Top 10 call center screen monitoring tools

Here’s a list of ten call center screen monitoring tools that’ll help you quickly record any customer call in 2021:

1. Time Doctor

time doctor - better for the organization

Time Doctor is a workforce management and screen monitoring software preferred by both large businesses like Ericsson as well as small businesses like Thrive Market.

With Time Doctor, you can track the team’s productivity in real-time with screen recording, automate tasks like billing, and access detailed time reports to boost agent performance.

Key features

A. Screencasts (Optional)

Time Doctor lets you capture screenshots of agents’ screens for real-time insights into how they spend their working time.

To enable screencasts, go to Settings/Users and click on Screencasts. You can select the following option for each user or all users using the bulk edit option:

Screencast option: off (no screencasts will be taken).
Screenshots every 3 minutes.
Screenshots every 15 minutes.
Screenshots every 30 minutes.
Continuous video recording.

This screenshot feature is optional, so you can disable or enable it for your agents’ computer screens. To protect your employees’ privacy, you can also delete or blur a screenshot if it contains any sensitive data.

B. Time tracking

Time Doctor offers easy-to-use automatic and interactive time trackers.

In the interactive or manual mode, agents can start and stop the timer according to their work schedules with just one click.

The automatic time tracker automatically tracks computer usage as soon as an agent switches on their monitor. It runs silently in the background without disturbing the workflow.

C. Idle time tracking

Time Doctor has an idle time tracking feature that informs your agents about their unproductive hours.

When the tool detects no mouse and keyboard movements for a predefined time, it sends a pop-up alert to the employee, asking them if they’re still working. If the alert is ignored, the tool assumes that the employee is on a break and pauses the timer.

Note: Time Doctor doesn’t support keylogging to protect user privacy. It only checks if the keys and mouse are in use.

D. Productivity ratings

Time Doctor’s productivity rating feature lets you categorize apps and websites visited by your agents based on their relevance to the workflow. This helps you check if agents are spending their work hours productively.

You can classify websites into four categories:

Productive.
Unproductive.
Neutral.
Unrated.

For example, if your call center agent uses a client’s website to understand a product or watch a demo, you can classify that website as productive.

Pricing

Time Doctor’s paid plans begin at $7/user per month.

Customer ratings

G2: 4.4/5 (315+ reviews)
Capterra: 4.5/5 (450+ reviews)