+91 84068 31511 / +91 62071 23633 | info@callplus.in
TRAI COMPLIANT Telephony Core | Client Portal
QA & Supervisor Suite

Call Recording & Supervisor Monitoring

Dual-channel stereo audio call recording with AES-256 vault encryption, real-time supervisor whisper coaching, silent listening, and barge-in QA controls.

Get Started Now Request a Demo
Dual-Channel Stereo AES-256 Vault Encryption Silent Listen & Whisper Custom QA Scorecards
Call Recording & Supervisor Monitoring Visual Architecture
100%
Stereo Channel Separation
<10ms
Supervisor Whisper Latency
AES-256
Vault Audio Encryption
99.99%
Call Capture Reliability
BUSINESS VALUE & PROBLEM SOLVED

What Call Recording & Monitoring Solves

Quality assurance managers struggle to evaluate agent performance without dual-channel audio separation and real-time supervisor intervention tools. CallPlus QA Suite provides whisper, listen, and barge-in controls.

Single-Track Mono Recordings

Legacy mono call recorders mix agent and customer voices into one track, making AI transcription and speaker diarization inaccurate.

Solved: Dual-Channel Stereo Audio

Unassisted Live Call Errors

Supervisors cannot guide struggling agents on live calls without placing customers on hold or taking over completely.

Solved: Sub-10ms Live Supervisor Whisper

Compliance Risks & Manual Audits

Unencrypted call storage and manual paper evaluation forms lead to regulatory fines and delayed agent feedback.

Solved: AES-256 Vault & Digital QA Forms
END-TO-END WORKFLOW

Call Recording & Supervisor Architecture Flowchart

High-reliability stereo audio tap, real-time supervisor stream injection, encrypted storage, and automated QA grading.

Call Recording & Supervisor Monitoring Architecture Flowchart
1
Live SIP Session

Active Call Stream Tap

2
Stereo Splitter

Dual Left/Right Channel Audio

3
Supervisor Console

Silent Listen & Real-time Telemetry

4
Live Whisper

Sub-10ms Agent Coaching Audio

5
AES-256 Vault

Encrypted Storage & Compliance Archive

6
QA Analytics

Digital Scorecard & Sentiment Rating

CATEGORIZED CAPABILITIES

Feature Matrix Breakdown

Enterprise quality assurance and real-time supervisor management tools.

Core Capabilities

  • Dual-Channel Stereo Audio Recording: Independent left/right channel recording for perfect speaker isolation.
  • AES-256 Vault Encryption at Rest: Bank-grade encryption protecting audio files and customer metadata.
  • Live Supervisor Whisper & Barge-in: Real-time coaching modes for silent listening, private agent whisper, and 3-way conference.
  • Custom QA Evaluation Scorecards: Configurable grading templates with weighted scoring criteria and supervisor feedback notes.

Outbound Calling & Pacing QA

  • Outbound Call QA Evaluation: Automated sampling and evaluation queues for outbound sales and collection campaigns.
  • Compliance Script Verification: Audit required mandatory disclaimers and regulatory disclosures.
  • Recording Search & Filtering: Filter calls by campaign, agent, call result, duration, and customer phone number.
  • Automated QA Sampling: Configurable percentage-based call selection for supervisor audit queues.

Inbound Routing & Supervisor Monitoring

  • Inbound Call Whisper: Guide agents through complex support inquiries without customer awareness.
  • Supervisor Barge-in: Instant 3-way call takeover for escalate-on-demand support tickets.
  • Customer Sentiment Analysis: Real-time audio waveform sentiment scoring to flag escalated calls.
  • Live Call Wallboard: Real-time visual monitoring dashboard displaying active calls across queues.

CRM & Real-Time Analytics

  • Agent QA Scorecard Dashboard: Longitudinal trend reports tracking agent quality performance over time.
  • Audio Scrubbing Player: Integrated HTML5 web audio player with channel toggles, playback speed, and annotations.
  • Export Audio WAV/MP3: Secure tokenized audio downloads for compliance audits and training sessions.
  • Automated Retention Archival: Cloud storage lifecycle rules to archive or purge old recordings automatically.
TARGET INDUSTRIES

Built for Every Customer Communication Scenario

Trusted across compliance-heavy environments requiring audit-proof call recording and active supervisor coaching.

Banking & Financial
Loan Recovery
BPO & KPO
Telecom & ITSP
Insurance
E-Commerce
SECURITY & COMPLIANCE

Enterprise Security Architecture

Vault-grade encryption, role-based audio playback authorization, and TRAI compliance logging.

Role-Based Access (RBAC)

Strict multi-tier permission matrix ensuring agents can only access their own calls while QA managers evaluate all teams.

AES-256 & TLS 1.3 Vault

Dual-channel call audio recording & database records encrypted at rest with AES-256 and in transit via TLS 1.3.

TRAI & PCI-DSS Clean

Automated DTMF masking for sensitive credit card collection calls and TRAI compliance audit logging.

DECISION-MAKER FAQs

Frequently Asked Questions

Common queries regarding CallPlus Call Recording & Supervisor Monitoring deployment.

Whisper allows the supervisor to speak ONLY to the agent without the customer hearing. Barge-in connects the supervisor into a full 3-way conference call with both agent and customer.

Yes, agent audio is captured on Channel 1 (Left) and customer audio on Channel 2 (Right), allowing seamless AI transcription, speaker separation, and noise reduction.

Retention policies are fully configurable from 30 days to multi-year archives. Automated cloud vault policies move old recordings to low-cost archival storage automatically.

Yes, our web-based supervisor console supports WebRTC audio streaming, enabling supervisors to listen, whisper, or barge-in from any web browser without extra softphone downloads.

Ready to Elevate Contact Center Quality & Compliance?

Talk to the CallPlus engineering team and implement dual-channel call recording with live supervisor coaching.

Request a Demo Talk to Sales
<
Let's Chat !
Welcome to CallPlus Infotech Solutions Pvt. Ltd.
How may I help you?
Omni channel Call Center Solution Email Ticketing WhatsApp Solution AI Chatbot Predictive Dialer Broadcasting Solution IPBX IVR Audio Conference App based Dialer Other
POWERED BY CallPlus