Let’s Talk about Live Call Barging
Simply, Live call barging is a call center software feature that allows you to hear live calls without your caller and Agent silently. Hence, this process is also called as “Silent call Monitoring”. It’s a Round the Clock Agent Supervision without being on the floor. This call center feature is ideal for supervisors and managers looking to optimize the call quality, call center agent training and the total performance of their company call center.
We are familiar with Standard call recording, that comes on when someone tries to contact our business for support or queries. The IVR System itself gave the information such as “your call will be recorded for quality or training purposes”. Call recording is not an unusual feature by itself. However, Cloud telephony allows users to go a few steps further. The supervisors or managers can able to monitor live calls as before and they can also interact into that live call. They can talk to either the call agent or to the customer in certain situations. Live call barging allows us to listen clearly and make notes on the agent’s performance to offer feedback later. Upgraded feature such as Call Whispering allows the managers to hear and talk to the caller agent without the customer being aware of what’s going on. This feature is very useful when the agent is stumped by any customer’s query. Through this Live call barging feature, we can convert a two-way call to a conference call.
Benefits of Live Call Barging
- Live Call Barging gives the best support to new agents/employees. Recorded calls are good but, providing feedback later on when they have missed an opportunity to improve the Customer Experience. Even Experienced Employees/agents can use this feature for support in certain situations.
- To reduce Call transfers and Call hold times, we can use this feature Live call Barging. In some Situations, agents make customers wait/hold for several minutes while the agent transfers the call to someone else. Sometimes, this will lead to miscommunication. By Call barging, lively a manager can interfere into the call without any hold.
- Live call barging can be used to manage Remote agents also. Managing and Training for a remote team of calling agents are difficult without a cloud-based call center software with live call barging. This enables you to allow listening and drop in on live calls, regardless of the location of your agents. Call Barging Feature will help you manage your dispersed team efficiently.
Call Barging is a Super-Tool for Managers/Supervisors. Voxbay Solutions Provides the best Live Call Barging feature in India by an extraordinary call center solution.