Call Barging
Offer timely resolution to customer queries- Reduce escalations and improve customer service quality.
What is Call Barging?
The call barging, also called side barge feature, allows supervisors to join a live customer call and monitor the call-handling abilities of the agents. The supervisor can choose to observe the call silently, participate actively, offer real-time guidance through whispering, or take over the call in its entirety. This feature helps agents handle complex customer queries more efficiently and prevent escalations.
Benefits Of Call Barging
Enhance customer support quality and reduce escalations with timely aid and guidance from supervisors. Here are other important benefits of the side barging feature.
Minimize escalations
Call barging software enables supervisors to offer real-time assistance and support to agents in handling complex queries, which helps minimize the number of escalations from customers.
Customer satisfaction
As call barging allows supervisors to track customer preferences and behavior, they can put forth corrective actions, effect script changes, and promote personalized customer conversations.
Train new agents
Call barging helps agents acquire on-the-job training as managers can barge into ongoing calls, monitor performance, and offer assistance. This helps new agents understand what to expect in a customer call.
Gain customer trust
With call barging, supervisors can provide silent guidance by whispering to the agents while they deal with challenging questions. The ability to offer timely resolution improves customer trust in the brand.
Quality assurance
One of the challenging attributes for call center agents is handling unpredictability in customer expectations. With call barging, supervisors can help agents in promoting quality assurance.
Professional image
As call barging allows supervisors to assist agents in solving complex queries, it improves first-contact resolution rates, adds a professional image, and boosts customer’s confidence in your offerings.
Start your Free Trial today
From number buying to inviting your users to making your first call, all it takes to set up your virtual phone system is 3 minutes.
- Buy Numbers
- Add Users
- Start Calling
- Track Calls
Pricing
- Unlimited Users (Pay only for number)
- Click To Dial
- AI Global ConnectIdentify phone number's timezone before a call
- TeamsAssign teams to handle calls in sequence
- Voicemail
- SMS (Text messages) & MMSSMS pricing will be applicable.
- Everything in Basic +
- 1 Free Phone Number1 Phone number free with each user. 1 number can be assigned to multiple users to make and receive calls.
- Smart Dashboard
- Paid Call RecordingAdditional charges of $0.005/min are applicable.
- Multiple Integrations
- User Rights
- Chat Support
- Everything in Bronze +
- Live Call
- Role-based Access Control
- Free Call Recordings
- Pause-Resume Recording
- After Call Work
- Call Dispositions
- Everything in Silver +
- Auto Dialer (Power, Predictive & Speed to Dial)
- Unlimited QA Users
- Voice Broadcasting
- AI Intelligent Reports / AnalyticsSmart reports that summarize user & call activity.
- Single Sign On (SSO)Securely log into multiple apps with one set of credentials.
- AI Smart DID Routing
- Hide Number From Agent
- Unlimited Users (Pay only for numbers)
- Click To Dial
- AI Global Connect
- Teams
- Voicemail
- SMS (Text messages) & MMS
- Everything in Basic +
- Unlimited calling minutes within US/CADFair usage policy apply.
- 100 SMS (Text Messages)Standard A2P charges apply.
- 1 Free Phone NumberToll-free number not included.
- Basic Report Analytics
- Everything in Starter +
- Unlimited calling minutes within US/CADFair usage policy apply.
- 500 SMS (Text Messages)Standard A2P charges apply.
- Call Recordings
- AI Intelligent Reports / AnalyticsSmart reports that summarize user & call activity.
- After Call Work
- Everything in Professional +
- Unlimited calling minutes within US/CADFair usage policy apply.
- 1000 SMS (Text Messages)Standard A2P charges apply.
- Unlimited QA Users
- Dedicated Account Manager
- Custom Integrations
- Single Sign On (SSO)Securely log into multiple apps with one set of credentials.
Integrate with Your Preferred Apps
Integrate all the necessary tools from the CallHippo App Marketplace to further streamline your communication processes.
Modern Software Features
Call Monitoring
Call monitoring refers to the process of listening to a representative’s calls with the objective of improving the quality of communication and customer service.
Smart Switch
Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
Global Connect
Global Connect helps you know the right time to call your international clients.
Smart Call Forwarding
Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.
Call Transfer
The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.
Call Conference
It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.
Call Queuing Software
A Call Queue places incoming call in a line when the agent is busy attending other customers.
Call Barging
Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
Call Recording
Record call on each of your numbers to better monitor your performance as a team.
Voice Mail
Receive voicemails by email in your inbox. Play them directly from your email.
Call Analytics
Track agents performance. Measure the % of missed calls, call load of each teammate, etc.
Call Hold Audio
On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.
Automatically dial from a list to reduce manual work and increase the number of outbound calls.
Start Free TrialFrequently Asked Question
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No, call barging comes with CallHippo’s cloud-based phone system. It is a part of the Enterprise pricing plan. CallHippo offers a 10-day free trial, so you can try the features before subscribing.
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Call barging software offers a multitude of benefits to businesses, including, Minimizes escalation rates, Improves customer confidence, Supports training of new agents, Promotes quality assurance.
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No. To access the call barging feature on CallHippo, you don’t need any extra equipment or hardware. You should subscribe to the Enterprise plan and activate the feature through virtual means.
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Yes, with call barging software, supervisors can choose to stay silent and whisper coach or actively participate in the ongoing call between customer and agent.