Listen In & Coach Live
Lets a manager listen to a live call, coach the employee with guidance only they hear, or join the call as a third voice when it is time to step in.
Live call monitoring gives a manager three ways to help on an active call. Listen quietly to hear how the call is going. Coach by speaking to the employee while the customer hears nothing but the normal conversation. Or join the call as a third participant when the customer needs the manager directly.
It's the fastest way to train on real conversations: a new hire handles a tough pricing question with a manager in their ear, a hard negotiation gets help mid-call, and rough interactions get corrected on the spot.
What it does for your business
For Service Franchisees
Train new dispatchers live on how to handle emergency pricing objections.
For Pizzerias
Managers can listen in on rude interactions and correct behavior instantly.
For Auto Dealerships
Sales managers can coach new hires through a tough negotiation live without the customer hearing.
For Franchisors
Support teams can listen alongside a struggling franchisee's staff and coach in real time during onboarding.
Frequently asked questions
QUESTION: Can the customer hear the manager coaching?
ANSWER: Not in listen or coach mode. The manager's guidance is heard only by your employee, and the customer hears a normal conversation. If the manager chooses to join the call, all three people hear each other.
QUESTION: What if the employee needs the manager to take over?
ANSWER: The manager clicks to join and becomes a third participant on the same call. There is no hold and no transfer, so the customer gets the manager without starting over.
QUESTION: Who is live coaching for?
ANSWER: Anyone who trains on the phone: managers coaching new hires through tough calls, owners correcting rough interactions instantly, and franchisors supporting new locations during onboarding.