Call Barging

Prevent escalations and limitless call transfers by providing on-the-spot redressal to customer grievances with the Call Barging feature offered by CallHippo. Train new agents during a phone call, monitor performance, and ensure high-quality customer service offered by the sales team with this awesome feature. Sign up today to avail of the benefits and more.

Barge Into Live Calls And Speak With Agents & Customer When Required

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What is Call Barging?

Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge. As soon as the supervisor joins the calls it becomes a full three-way conference call where all the three parties can talk with each other.

Watch this video to know more about this feature.

Call Barging

It is a simple and standard part of the progressive cloud-based call center software. It is a feature that will help you to listen and barge into live calls regardless of the location of your agents.

When the managers and supervisors see that an agent is struggling they can barge into the call and help the agent solve the problem. Also when a customer is getting upset they can interfere before the churn happens. Most importantly it makes the caller feel that he is taken care of by the whole team, not just a particular agent. Customers feel that they are getting a high level of support.

If the callers come up with a question regarding the new product, promotional event or an unknown issue which the agent is not able to answer, managers and supervisors can drop in the call and help the agent out. This will make sure that the entire team is on the same page and delivering consistent messages.

If the callers come up with a question regarding the new product, promotional event or an unknown issue which the agent is not able to answer, managers and supervisors can drop in the call and help the agent out. This will make sure that the entire team is on the same page and delivering consistent messages.

Call Barging can be used in 3 ways

  • Transfer calls to a team member extension.
  • If a caller mistakenly calls to a different department, use the call transfer feature and redirect the caller to the right person.
  • Transfer phone calls to an appropriate Voicemail box.

After transferring a call you have three choices

  • If there is a high priority call for the agent who is currently busy on another call, the admin can barge in and inform the user about the high priority call.
  • Supervisors and managers can secretly listen to the agent’s calls with customers and others to make sure that high-quality service is delivered by the sales team. He can also barge in the calls when necessary and rescue the agent in case of any difficulty.
  • A trainer can monitor how team members are performing during a live call. Accordingly, he can coach them either by whispering during the call or by advising them after the call is finished.

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Call Barging

Benefits of Call Barging

  • Enable managers, admins, and others to monitor then barge into live calls during important or emergency situations.
  • You can train new agents during a phone call.
  • Prevent Escalations and limitless call transfers by providing the answer on the spot.

Everything about CallHippo Call Barging Feature

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Frequently Asked Questions

  • Call barging is a unique feature that allows a supervisor monitoring a live call to join in the conversation to make it a three-way conference call. This enables all three parties to talk smoothly, and managers can resolve any major customer issue that cannot be handled by the agent single-handedly.

  • Call barging can bring your organization many benefits that include:

    • Empowers managers to increase customer satisfaction through speedy resolution.
    • Helps in training new agents.
    • Increases quality assurance for call centers.
  • Call barging is a valuable feature of virtual phone systems that allows advanced call monitoring. Irrespective of location, this technology enables managers to drop in on live calls to provide assistance to call agents and provide speedy resolution to customer queries.

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Published by Nishita

Last updated: June 11, 2021