Call centers for years have been using some sort of monitoring in order to measure performance and customer satisfaction. As customer satisfaction has become more important in the eyes of the organization, call center monitoring has taken priority. The top five reasons why third party remote call monitoring is a must for the call center to ensure efficiency and best practices are presented. These top five reasons include: 1. Third party remote call monitoring can be used to develop a strategy to reverse the trend of declining customer satisfaction. 2. Third party remote call monitoring can be used to provide a level of precision in anticipating customer satisfaction. 3. Third party remote call monitoring is essential for training and coaching within the call center.