Call Center Monitoring Services

Call Center Monitoring Services

Evaluate call quality and agent performance. Facilitate immediate assistance from higher authority whenever needed with our meticulous call center monitoring services

More than 50% of consumers feel that companies should revamp their customer engagement strategy. Does it mean that every 1 out of 2 of your customers is dissatisfied with your call center agents? Outsource call center monitoring services to us today to find out the truth about your customer service satisfaction rate. Recognize the communication gaps with the system and resolve them to improve call quality and customer retention rate.

Our floor managers scrutinize each call minutely to gauge the level of customer satisfaction. Our team comprises qualified agents with multi-linguistical proficiency. We leverage the latest software options and world-class infrastructure to deliver as per international quality standards. Reach out to us to refurbish your contact center strategy and enhance the first call resolution rate with our customized services.

Our Call Center Monitoring Support Services

Choose our call center quality monitoring service to free up your in-house resources so that you can focus on core business functions like customer acquisition and retention. We employ the best agents to meet your business goals seamlessly. Our call center monitoring support services include -

  1. Video Monitoring Services

    Video Monitoring Services

    Our video monitoring services ensure consistent and seamless live monitoring with real-time intervention. We scan employee behaviour, patterns, and habits and implement ways to achieve quicker response times.

  2. CCTV Monitoring Services

    CCTV Monitoring

    Our team synchronizes your CCTV with the video monitoring systems to monitor the activities in the remote location. Our vigilant experts help you deter and prevent mishaps in real time through effective remote monitoring.

  3. Call Monitoring Services

    Call Quality Monitoring Services

    Our call center quality monitoring services ensure that every call meets the standards of excellence. Our analysts efficiently analyze the calls to retrieve great insights about customers.

  4. Voice Broadcasting Services

    Voice Broadcasting Services

    Boost your lead generation campaigns with our voice broadcasting solutions. We help broadcast messages to various customers simultaneously to ensure your brand message pierces through multiple levels.

Our Call Center Monitoring Support Process

Our call center monitoring solutions abide by the following steps to ensure maximum ROI for our clients -


01. Monitoring Goals

During call monitoring, our team obtains real-time data on agent performance, call duration, and customer satisfaction. We carefully map our services to meet your business goals


02. Evaluation Criteria Development

We perform extensive rounds of account verification, follow-ups, skill development, and performance review. It helps us gather accurate data for effective call monitoring and scoring


03. Prioritizing Call Division

We segregate the incoming calls and categorize them as per their importance and need for special attention. The customer calls are segmented based on parameters like bad experiences or high-profile customers


04. Process Map of Call Monitoring

The call monitoring details are documented under heads like goals, factors, roles, techniques, call monitoring duration, weekly/monthly/daily tracking, follow-ups, and meetings. Also, detailed call quality analytics services are monitored and shared with our customers


05. All Team Members in Position

We brief the team on every detail and their positions before the schedule of call monitoring. Every stakeholder knows about their respective roles. Also, we conduct training sessions to drive home call monitoring benefits and necessities

Industries We Cater To

We have the required experience and skills to work with clients from different industries and verticals. Some of the key industries we cater to include, but not limited to -

Customs BrokerageCustoms Brokerage
Information TechnologyInformation Technology
Public SectorPublic Sector
Retail & eCommerceRetail & e-Commerce
Real EstateReal Estate

Our Call Center Portfolio

Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.

View all Samples
Our Call Center Portfolio

Why Outsource Call Center Monitoring Services to Flatworld Solutions?

We are a leading provider of call center monitoring services to global clients. The benefits of partnering with us include -

  • ISO Certified

    We are an ISO/IEC 27001:2022 certified service provider. Our ISMS certification is proof of data integrity and quality assurance.

  • Data Security

    We employ the best tactics to ensure the total security of client data. We sign NDA documents that bind us legally to ensure that there is no unauthorized third-party data access.

  • Flexible Pricing Options

    We give priority to client satisfaction while keeping our prices reasonable. It ensures that even small businesses can reap the benefits of our call center monitoring solutions.

  • Dedicated Team

    We have a team of dedicated professionals to ensure the best quality customer service results. The 1000+ employees on board ensure that our team handles your projects efficiently.

  • Faster Turnaround

    We operate from 10+ global delivery centers. The projects we undertake are completed and delivered to the clients at lightning-fast speed.

  • Ease of Scalability

    We adapt our services according to client requirements. So, if there is ever an unprecedented increase in incoming calls, we will have the equipment and the resources to handle it.

Our Additional Call Center Solutions

Contact Center

Ensure the success of your contact center and garner positive opinions through enhanced customer service support.

Inbound Call Center Services

Our professionals deliver the best inbound call center services. Reach out to us now for real-time tech support, query resolution, and more.

Outbound Call Center Services

Improve business standards and increase business revenue with our outbound call center services. Gear up for the best customer service experiences ever!

Virtual Assistant

We offer reliable virtual assistant services to our clients. Our exceptional team of experts assists your customers while increasing sales through up-selling or cross-selling.

Customer Support

Choose our customer support services to provide your consumers with the ultimate brand experience. Make them feel cherished and ensure better brand loyalty.

Lead Generation

We implement valuable insights and performance-driving factors into your lead generation campaigns to ramp up the outcomes.

Client Success Stories

Case Study on Telecalling Lead Generation Services

Provided Tele calling Lead Generation Services to a Leading Financial Firm

A leading financial company was successful in achieving its goal with telephonic lead generation. The lead gen support we offered enhanced their efficiency and ROI.

Read more
Case Study on Outbound Call Center Services Support

FWS Helped a UK Company to Sell a Mobile App through Outbound Calling

A well-known client based out of the UK received lead generation support from us and therefore, saw an increase in sales and customer base.

Read more

Choose Us as Your Call Center Monitoring Company


Respect to Flatworld Solutions on the level of delivering us the best quality agents in the industry, that not only help our business to grow but also assist our clients on all possible levels. What we have experienced with Flatworld Solutions is that we are dealing with a company that is dedicated, dedicated to delivering us with the best possible service and devotion.

Vice President,
Insurance Auto Auction Providers, USA
More Testimonials »

We are a leading provider of high-quality call center monitoring services. From reduced time consumption to increased monetary benefits, our services enhance your business in several ways. Here are a few reasons why you should choose us as your call center monitoring company -

  • Our team has experts with multi-lingual proficiency
  • We provide our clients with dedicated managers to serve as SPOCs
  • Real-time updates about project progress and timelines
  • Absolute transparency in terms and conditions and pricing options
  • In-house training for call center agents to improve performance
  • 24/7 availability and instant responses over calls, texts, and SMSs

Reach out to us today to outsource call center monitoring services at the best rates!

Contact Us


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Flatworld Solutions

116 Village Blvd, Suite 200, Princeton, NJ 08540


Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000

KSS Building, Buhangin Road Cor Olive Street, Davao City 8000

Our Customers

  • Movement Mortgage
  • Alcon
  • ARI
  • Maximus
  • Redwood E-Learning Systems

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