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.
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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
Ideal for Bulk Calling for Sales, Support and Call Center Teams
Bronze
- Free Number1 standard number free with each user. 1 number can be assigned to multiple users to make and receive calls.
- Voicemail
- Shared Inbox
- Skill Based Call Routing
- Webhook
- Paid Call RecordingAdditional charges $0.005/min applicable
- Target Vs Achievement
- Campaign Management
- Everything in Bronze +
- Role based access control
- Free Call Recording
- IVR
- Live Call
- Call Queuing
- User Working Hours
- Call Reminder
- After Call Work
- Call Cascading
- Holiday Routing
- Feedback for Calls
- Gamification
- Call Tagging
- Pause-Resume Recording
Platinum
- Everything in Silver +
- Power Dialer
- Predictive Dialer
- Speed to Dial
- Voice Broadcasting
- Multi-level IVR
- Multiple Level Call Transfer
- Conference Calling
- Call Barging
- Route to External Number
- Forward to Multiple DeviceForward Calls to Multiple Devices. Call forwarding charges are applicable.
- Single Sign On (SSO)Allows users to log in to multiple applications securely using a single set of credentials.
- DID Group
- Call Whisper
- Intelligent Reports/Analytics
- Reports via Email
- Automatic Machine Detection
- Compliance Call Recording
- Google Drive, AWS S3 Integration
- Embedded Dialer Integration
- Smart DID Routing
- Auto Rotate
Ideal for Businesses to support their Customers and not for Bulk Calling
Starter
- Unlimited calling minutes within US/CADFair usage policy apply.
- 1 Standard Number FreeExcludes toll-free numbers.
- Multi Lingual IVR
- 2FA
- User Working Hours
- Business Hours
- Ring All Devices
- 1-year Call Records
- Basic Report Analytics
- Forward-to-deviceForward calls to your device- charges apply. Use CallHippo to avoid them!
- Shared Inbox
- Feedback for Calls
- Everything in Starter +
- Unlimited calling minutes within US/CADFair usage policy apply.
- Call Recordings
- Intelligent Reports/Analytics
- Country Blocking
- Call Tagging
- Email notification for Voicemail
- Reports Via Email
- Call Notes & Ratings
- Lifetime Call Records
- Role based access control
- IVR
- Live Call
- Call Reminder
- After Call Work
- Holiday Routing
- Gamification
- Pause-Resume Recording
Ultimate
- Everything in Professional +
- Unlimited calling minutes within US/CADFair usage policy apply.
- Call Blocking
- Call Cascading
- Custom Greetings
- Audit Logs
- Webhook
- Dedicated Account Manager
- Personalized Onboarding
- Phone Support
- 24*7 Support
- Advanced Integrations
- Custom Integrations
- Annual Business Review
- Auto Rotate
- Multi-level IVR
- Multiple Level Call Transfer
- Conference Calling
- Call Barging
- Single Sign On
- DID Group
- Call Whisper
- Compliance Call Recording
- Embedded Dialer Integration
- Smart DID Routing
Frequently 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.