What is call coaching and call monitoring software?

Call monitoring lets you listen in on live sales or support calls in real time — going a step beyond call recording by letting you coach without interrupting. With Call Whisper, you can speak to reps during a call to correct mistakes; customers are never alerted, but the agent is.

How does call coaching and call monitoring work?

Admins access monitoring from the dashboard, with an overview in the Activity Feed. When a manager joins a call, the agent hears a notification and sees 'User X is coaching me' — the customer isn't alerted, so the conversation flows uninterrupted.

What are the benefits of call coaching and call monitoring?

Call monitoring is essential for quality control and training — it lets managers listen live, coach trainees through stressful situations, and gather concrete examples of agent performance for reviews.

How can I monitor a call?

Call monitoring is included on Aircall's Professional Plan. Admins access it from the dashboard and can join or whisper into calls without alerting the customer.

Why is call coaching and call monitoring important?

Coaching and monitoring help build a high-performing, motivated team by letting managers train in a fully immersive environment and correct mistakes as they happen — directly improving customer satisfaction and retention.

Call Coaching & Whispering

Bring smarter training and in-the-moment assistance to your team with our advanced call coaching and whispering features. Make real-time improvements to your team's calls to level up sales performance and boost customer satisfaction.

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23,000+ COMPANIES TRUST AIRCALLto power their customer communications

Turn every call into a learning opportunity

Drop into live calls, whisper advice to agents, and correct mistakes in real time.

EXPLORE FEATURES

Check in on your team's callsAccess your full list of ongoing calls straight from the Live Monitoring dashboard and listen in on calls as they happen.
Offer constructive call feedbackCoach any ongoing call live to assess the quality of your sales reps' pitches, or hear how effectively your support agents are assisting customers.
Give your reps the tools to nail every callDiscreetly deliver advice live on calls with the whisper feature, without the customer knowing.

What does call coaching look like with Aircall?

We’re glad you asked! Learn how to get started monitoring your agents’ calls on Aircall, today.

Learn more

Other features designed to help you monitor calls

FEATURES
Call Centre Analytics
Keep track of all your call metrics — such as wait time, missed call rate, and call volume — in one place.
FEATURES
Live Monitoring
Track and manage your team's call activity and coach in real time from within the Aircall dashboard.

CUSTOMER STORIES

Hear it from our customers!

Thousands of companies trust Aircall's call monitoring software to coach agents and ensure positive customer and prospect calls.

As a startup, we need to be really quick at identifying and solving problems.
Aircall lets us create real-time feedback loops that really fuel our growth and let us solve customers' problems even quicker.

Fish Jindarat SrisukPerformance Marketing Manager, Fixter

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