call monitoring
noun[U]
ukusCOMMERCE,COMMUNICATIONS
theactoflisteningto andrecordingphoneconversationsbetweencustomersandcompanyemployeesinordertoimproveservice, and as arecordof what has beendiscussedandagreed:
Callmonitoringhelpsteamleadersidentifythestrengthsand weaknesses oftheirphonerepresentatives.