--- title: Building a Better Customer Experience | call monitoring description: "call monitoring | Shaping great customer experiences begins with one of the first critical moments that matter, the phone call. Smartphones and the ease of click-to-call are driving phone call volumes up. Dealership employees are finding they are spending more time on the phone making connections, answering caller’s questions, collecting information, and creating the desire for the caller to want to come in and see their boat. The telephone is the primary entry point for a prospective boater to connect with a dealership." --- Topic # call monitoring call-monitoring - [All Post](https://blog.heartbeatlabs.io) - [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills) - [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience) - [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor) - [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development) - [CallerID](https://blog.heartbeatlabs.io/topic/callerid) - [Customer Experience](https://blog.heartbeatlabs.io/topic/customer-experience) - [mortgage](https://blog.heartbeatlabs.io/topic/mortgage) - [phone process](https://blog.heartbeatlabs.io/topic/phone-process) - [Caller Reputation](https://blog.heartbeatlabs.io/topic/caller-reputation) - [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience) - [Appointments](https://blog.heartbeatlabs.io/topic/appointments) - [Dealership Performance](https://blog.heartbeatlabs.io/topic/dealership-performance) - [Empathy](https://blog.heartbeatlabs.io/topic/empathy) - [Phone Calls](https://blog.heartbeatlabs.io/topic/phone-calls) - [SPAM](https://blog.heartbeatlabs.io/topic/spam) - [Sales](https://blog.heartbeatlabs.io/topic/sales) - [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring) - [finance](https://blog.heartbeatlabs.io/topic/finance) - [phone training](https://blog.heartbeatlabs.io/topic/phone-training) - [relationship building](https://blog.heartbeatlabs.io/topic/relationship-building) - [sell more](https://blog.heartbeatlabs.io/topic/sell-more) - [texting](https://blog.heartbeatlabs.io/topic/texting) - [CRM Interaction](https://blog.heartbeatlabs.io/topic/crm-interaction) - [Call Tracking](https://blog.heartbeatlabs.io/topic/call-tracking) - [Mystery Shopping](https://blog.heartbeatlabs.io/topic/mystery-shopping) - [listen](https://blog.heartbeatlabs.io/topic/listen) - [Call Abandonment](https://blog.heartbeatlabs.io/topic/call-abandonment) - [Click-to-Call](https://blog.heartbeatlabs.io/topic/click-to-call) - [Dealership Sales](https://blog.heartbeatlabs.io/topic/dealership-sales) - [Scripts](https://blog.heartbeatlabs.io/topic/scripts) - [customer relationship](https://blog.heartbeatlabs.io/topic/customer-relationship) - [interactive voice response](https://blog.heartbeatlabs.io/topic/interactive-voice-response) - [Appointment Confirmation](https://blog.heartbeatlabs.io/topic/appointment-confirmation) - [CRM System](https://blog.heartbeatlabs.io/topic/crm-system) - [Call Reporting](https://blog.heartbeatlabs.io/topic/call-reporting) - [Call Transcription](https://blog.heartbeatlabs.io/topic/call-transcription) - [Culture](https://blog.heartbeatlabs.io/topic/culture) - [Customer Satisfaction](https://blog.heartbeatlabs.io/topic/customer-satisfaction) - [Dealership Marketing](https://blog.heartbeatlabs.io/topic/dealership-marketing) - [Hiring](https://blog.heartbeatlabs.io/topic/hiring) - [Interviewing](https://blog.heartbeatlabs.io/topic/interviewing) - [Lead Generation](https://blog.heartbeatlabs.io/topic/lead-generation) - [Lead Management](https://blog.heartbeatlabs.io/topic/lead-management) - [Phone Data](https://blog.heartbeatlabs.io/topic/phone-data) - [Phone Leads](https://blog.heartbeatlabs.io/topic/phone-leads) - [PhonePerformance](https://blog.heartbeatlabs.io/topic/phoneperformance) - [appointment setting](https://blog.heartbeatlabs.io/topic/appointment-setting) - [artificial intelligence](https://blog.heartbeatlabs.io/topic/artificial-intelligence) Search [![Reading the Customer’s Voice ](https://blog.heartbeatlabs.io/hs-fs/hubfs/caller%20type%20graphics.jpg?width=400&upsize=true&name=caller%20type%20graphics.jpg) ](https://blog.heartbeatlabs.io/reading-the-customers-voice) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [sell more](https://blog.heartbeatlabs.io/topic/sell-more), [Customer Satisfaction](https://blog.heartbeatlabs.io/topic/customer-satisfaction), [phone training](https://blog.heartbeatlabs.io/topic/phone-training), [listen](https://blog.heartbeatlabs.io/topic/listen), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [Phone Calls](https://blog.heartbeatlabs.io/topic/phone-calls), [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring), [mortgage](https://blog.heartbeatlabs.io/topic/mortgage), [relationship building](https://blog.heartbeatlabs.io/topic/relationship-building) ##### [Reading the Customer’s Voice ](https://blog.heartbeatlabs.io/reading-the-customers-voice) [ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle) 28 June 2021 Qortel coaches tens of thousands of calls and 70% of our feedback to phone handlers revolves... 1 minute read [ Read More ](https://blog.heartbeatlabs.io/reading-the-customers-voice) ##### [Qortel Saves the Day](https://blog.heartbeatlabs.io/qortel-saves-the-day) ![Michael Markette](http://www.zenithdealersolutions.com/hubfs/MichaelMarketteHubSpot.jpg) [ Michael Markette ](https://blog.heartbeatlabs.io/author/michael-markette) 2 May 2020 {% video_player "embed_player" overrideable=False, type='scriptV4', hide_playlist=True,... 0 minute read [ Read More ](https://blog.heartbeatlabs.io/qortel-saves-the-day) [![MORTGAGE CUSTOMERS ASK ABOUT THE BANK AND THEIR PROGRAMS MORE OFTEN THAN THEY ASK ABOUT PRICE!](https://secureservercdn.net/104.238.69.231/rk7.729.myftpupload.com/wp-content/uploads/2019/03/How-Mortgage-Calls-End-1.png) ](https://blog.heartbeatlabs.io/mortgage-customers-ask-about-the-bank-and-their-programs-more-often-than-they-ask-about-price) [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring), [mortgage](https://blog.heartbeatlabs.io/topic/mortgage), [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor), [relationship building](https://blog.heartbeatlabs.io/topic/relationship-building) ##### [MORTGAGE CUSTOMERS ASK ABOUT THE BANK AND THEIR PROGRAMS MORE OFTEN THAN THEY ASK ABOUT PRICE!](https://blog.heartbeatlabs.io/mortgage-customers-ask-about-the-bank-and-their-programs-more-often-than-they-ask-about-price) ![Michael Markette](http://www.zenithdealersolutions.com/hubfs/MichaelMarketteHubSpot.jpg) [ Michael Markette ](https://blog.heartbeatlabs.io/author/michael-markette) 1 May 2020 “Why did you mail me?” is a common opening question revealing that you caught the customers... 1 minute read [ Read More ](https://blog.heartbeatlabs.io/mortgage-customers-ask-about-the-bank-and-their-programs-more-often-than-they-ask-about-price) [![Programmed to Care!](https://secureservercdn.net/104.238.69.231/rk7.729.myftpupload.com/wp-content/uploads/2019/03/Qortel-Human-vs-AI-1024x581.png) ](https://blog.heartbeatlabs.io/programmed-to-care) [interactive voice response](https://blog.heartbeatlabs.io/topic/interactive-voice-response), [artificial intelligence](https://blog.heartbeatlabs.io/topic/artificial-intelligence), [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring), [mortgage](https://blog.heartbeatlabs.io/topic/mortgage) ##### [Programmed to Care!](https://blog.heartbeatlabs.io/programmed-to-care) ![Michael Markette](http://www.zenithdealersolutions.com/hubfs/MichaelMarketteHubSpot.jpg) [ Michael Markette ](https://blog.heartbeatlabs.io/author/michael-markette) 30 April 2020 Qortel uses Artificial intelligence (AI) to listen to millions of calls to and from mortgage... 1 minute read [ Read More ](https://blog.heartbeatlabs.io/programmed-to-care)