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Barging in Call Center cvr

What is call barging and why contact centers should use it?

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What is Call Barging?

Call Barging is a powerful feature in call center softwares that enables supervisors to listen/monitor live calls and if need arises, join them. It gives them the ability to join ongoing calls to speak to the agent or the customer

Barging in Call Center1

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What is the need for Call Barging?

  • Inexperienced Agents

There may be agents who have recently joined and have little knowledge about the product and company policies. In such situations, the experienced supervisor can drop in on the call and aid the agent in resolving the issue

  • Unruly Customers

In some cases, there might be customers who are in no mood to relent and there is a possibility of the situation escalating or sometimes, the customer directly asks for the manager. Since supervisors have handled various types of customers over the years, they can intervene and help defuse the situation.

How does Call Barging work?

 The option of call barging is present in the call center software. When activated, the software allows the supervisor to monitor the call of his/her choice. The supervisor can then silently monitor the call, without the knowledge of the customer or the agent and if he wants, can join the call bridge, turning the call into a conference call.

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What are the benefits of using Call Barging?

Fewer Escalations

  • Many times customers get frustrated if the call keeps getting transferred. Call Barging gives supervisors an opportunity to avoid this. The supervisor can directly barge in and solve the issue. This avoids the call being further escalated.

Effective Mentoring of Agents

  • Call Barging gives supervisors a more hands on approach to coach the agents. Also, sometimes inexperienced agents can panic and at such a time if the supervisor intervenes, it helps them  get out of the situation and at the same time, learn from it. Inexperienced agents can answer calls with greater confidence, with the knowledge that the supervisor is present in case of a difficult situation.

Improved Management of Remote Agents

  • In today’s pandemic world, working remotely is the new normal. Managing a remote team of agents can be really difficult. However, Call Barging offers complete control, even if agents are working remotely, whatever their location. Supervisors can give instant feedback to agents and monitor their performance as well, ensuring better functioning of the team.

Better Customer Experience

  • Since the problem is immediately resolved by the supervisor, the customers don’t have to wait for long periods or face call transferring. It leaves them satisfied and improves customer loyalty in the long run.

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When not to use Call Barging?

Although a very powerful and useful feature, call barging shouldn’t be used unnecessarily as it can hamper customer experience. Also, intervening too many times can make agents dependent on the supervisor and stifle their learning process. Thus it should be used only in situations where either the experience of the customer or the learning of the agent can be improved.

Why Voxco for your call center?

Voxco Phone Survey System has been serving customers for over 25 years. With an integrated telephony system, you can use CATI survey software, IVR survey software with Call Dialer for maximum productivity. It offers, among other features, both Live Call Monitoring and Call Barging.

With live call monitoring, you can monitor audio of an ongoing call with the option of messaging the interviewer if you feel like assisting him. It also has an option to record calls which you can access later at your convenience.

With the call barging feature, the supervisor has an option of talking to the agent without interrupting the call with the customer. Also, if needed, he can join the call anytime from anywhere.

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