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Call Monitoring Solutions for Higher Service Quality & Stronger Compliance

Call monitoring solutions help businesses improve customer interactions, ensure regulatory compliance, and maintain consistent service standards across contact centers. As call volumes increase across support, sales, and service teams, maintaining quality and performance becomes critical to customer satisfaction and brand reputation.

At Global Empire Corporation, our expert QA and call monitoring teams work alongside your contact center to evaluate conversations, identify improvement areas, and strengthen service delivery. We combine structured human evaluations with AI-powered call analytics to improve performance, reduce risk, and enhance customer experience across every interaction.

Why Choose Our Call Monitoring Solutions

  • 27+ years of experience supporting global CX operations
  • Structured call monitoring scorecards and QA frameworks
  • Human call evaluations supported by AI-driven analytics
  • Reduced compliance risk and operational exposure
  • Performance-based reporting and coaching insights
  • Scalable support for inbound, outbound, and blended teams
  • Secure workflows with audit-ready documentation

(780) 406-0000

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Talk to a Call Monitoring Specialist

Tell us about your contact center, quality goals, and compliance requirements, and we’ll design a call monitoring solution aligned with your performance standards and customer experience objectives.

Value Creation Faor Our Clients
Transactions Processed
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Contact Centers Worldwide
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Service in 27+ Languages
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Over 35000Happy Employees
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New Customers Acquired
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Call Monitoring Security, Quality & Operational Reliability

Global Empire Corporation delivers call monitoring services with confidentiality, accuracy, and operational reliability at the core. Our quality assurance frameworks are designed to protect customer data while ensuring consistent service standards across teams.

We implement structured evaluation scorecards, compliance reviews, secure system access, and continuous QA oversight — ensuring every call is reviewed accurately and responsibly.

  • Secure, role-based access to call recordings
  • Encrypted data handling and secure reporting workflows
  • Continuous QA monitoring and performance tracking
  • Audit-ready compliance documentation
Built for Contact Centers, Enterprises & Customer Support Teams

Call Monitoring Services We Provide

Inbound Call Monitoring

Evaluate customer service calls to ensure professional communication, issue resolution, and brand alignment.

Outbound & Sales Call Monitoring

Improve sales performance, objection handling, script adherence, and conversion effectiveness.

Compliance & Regulatory Audits

Review calls against industry regulations, legal standards, and internal policies to reduce risk exposure.

Quality Assurance Scoring

Structured scoring based on greetings, tone, empathy, accuracy, and resolution effectiveness.

Customer Experience & Sentiment Analysis

Identify customer pain points, recurring concerns, and service gaps through conversation analysis.

Multilingual Social Media Support

Support global customers with culturally aware agents who respond in their preferred language.

Performance Analytics & Reporting

Comprehensive reporting on call trends, agent performance, resolution rates, and quality benchmarks.

Fraud, Abuse & Risk Detection

Detect suspicious activity, policy violations, or high-risk conversations early to protect customers and reduce exposure.

Global Call Monitoring Delivery Model

Our call monitoring delivery model is designed for scalability, flexibility, and measurable improvement. We support onshore, nearshore, and offshore QA teams — ensuring consistent evaluation standards across time zones and operations.

Our teams operate as an extension of your organization, reinforcing compliance, strengthening performance, and protecting brand reputation.

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How Our Call Monitoring Engagement Works

A structured process designed for quality improvement, compliance, and measurable results

1
Discovery & KPI Alignment
We review your scripts, service standards, compliance needs, and performance metrics.
2
Scorecard & Workflow Design
We develop customized QA scorecards, escalation protocols, and reporting structures.
3
Monitoring & Feedback Implementation
Our analysts review recorded calls and provide actionable feedback and coaching insights.
4
Launch & Continuous Optimization
Live monitoring begins with ongoing reporting, trend analysis, and performance refinement.

Bespoke Call Monitoring Solutions Built Around Your Contact Center

We design call monitoring programs tailored to your team size, industry regulations, and performance goals — ensuring consistent service quality and long-term operational improvement.

Real-Time & Recorded Call Monitoring

Maintain service excellence with structured evaluations and rapid feedback.

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Dedicated Quality Assurance Specialists

Work with trained QA analysts aligned to your brand voice and service standards.

Build a Dedicated Team

Risk Reduction & Compliance Protection

Protect your organization by detecting service failures and compliance risks early.

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Technology & Integration Support

Our call monitoring solutions integrate seamlessly with your telephony platforms, CRM systems, and contact center software.

Platform & Workflow Integration

Compatible with VoIP, cloud contact centers, CRM platforms, and workforce management tools.

Secure Data Handling

Encrypted storage, restricted access, and controlled reporting systems.

Quality Assurance & Reporting

Structured scorecards, QA dashboards, and real-time performance visibility.

AI-Enhanced Call Analytics

Speech analytics and automation tools to detect trends, keywords, compliance risks, and sentiment faster.

Discover Our Services

End-to-End Customer Experience & BPO Solution

Our call monitoring services support broader CX strategies by improving service quality, strengthening compliance, and enhancing operational performance across your contact center.

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Customer Care & Support Services
Provide fast, empathetic, and reliable customer support with our customer care outsourcing solutions. Our trained agents focus on first-contact resolution, service quality, and relationship building to strengthen your brand reputation.
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Omnichannel & Multichannel Support Solutions
Engage customers seamlessly across phone, chat, email, social media, and digital platforms. Our omnichannel contact center solutions unify customer journeys, improve response times, and provide real-time visibility across all channels.
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Technical Support Outsourcing
Deliver reliable technical assistance with our outsourced technical support and helpdesk services. We provide tiered support models, rapid issue resolution, and knowledgeable agents trained on your products and systems.
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Boost Sales Performance
Accelerate revenue growth with our sales outsourcing services designed for lead generation, qualification, conversion, upselling, and cross-selling. Our data-driven sales teams help you maximize ROI and customer acquisition.
Sales Outsourcing
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Back Office & BPO Services
Optimize operations and reduce costs with our secure back-office outsourcing services. From data processing to administrative support, we streamline workflows while ensuring compliance, accuracy, and scalability.
Optimize Your Operations
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Dedicated Call Center Teams
Scale your operations with dedicated call center teams tailored to your business needs. Our flexible staffing models provide skilled, brand-aligned professionals who operate as an extension of your in-house team.
Build a Dedicated Team
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Global Call Center & BPO Services
Leverage our global network of onshore, nearshore, and offshore call centers to deliver scalable, cost-effective, and compliant customer support. We provide 24/7 coverage, multilingual expertise, and enterprise-grade performance.
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Industries We Serve Worldwide

Tailored Customer Experience Solutions for Every Industry

We deliver scalable, secure, and industry-specific BPO and call center services designed to enhance customer experience, operational efficiency, and business performance across global markets.

Frequently asked questions

Tell us what you’re building — we’ll show you how to get there, faster and smarter.

Yes. We offer flexible monitoring coverage aligned with your operational hours and global support requirements.

Yes. We support multi-language environments across global markets.

Yes. We combine structured human QA with AI-powered speech analytics for deeper insights.

Launch timelines depend on call volume and complexity, but most programs can be implemented within weeks.

Contact a Call Monitoring Specialist

TESTIMONIALS

Our trusted clients

Global Empire provides reliable 24/7 coverage with live support when it matters most. Their breadth of service, professionalism, and ability to answer calls quickly has made a major difference for our organization. We’re very happy with the partnership and would recommend them confidently.
General ManagerHospice Association
Wait times no longer exist with the service Global Empire provides. We have cut labor costs dramatically, eliminated overhead from dispatch staffing, and our clients are getting picked up quicker. Spending less while improving service has become the backbone of our business.
PresidentTaxi Company in U.S.
We are not only meeting but exceeding our service level objectives. Global Empire resolves many calls without needing a live agent, and the calls that require support are answered quickly and handled faster than before. Their reporting gives us visibility anytime we need it.”
ManagerTelecommunications
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Operations ManagerFinancial Institution
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
Manager of Support OperationsFinancial Institution
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
MayorLarge North American City
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Operations ManagerFinancial Institution
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
Manager of Support OperationsAutomotive Company
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
MayorLarge North American City

Tell us about your quality assurance goals — we’ll show you how to improve service standards, ensure compliance, and enhance performance across your contact center.

Request a Proposal