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.

CallHippo 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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CallHippo Feature - Call Barging

Benefits of Call Barging

Call barging is a feature that allows contact center managers to listen to live calls without the caller or call center agent knowing. It allows you to enter a live call stream and interact with both the agent and the caller. Since call barging lets you discreetly listen to live calls without agent and customer knowledge, it is helpful for contact centers for a variety of reasons, such as:

Training new agents:

Making new agents understand how to take calls and resolve customers’ queries is easier with call barging. This helps recruits understand how they need to behave during a call and what protocols need to be followed. Moreover, once agents start taking live calls, managers can barge in to calls live to check whether the agents are on the right track or need assistance. Then, if needed, they can work with the agent to resolve the caller’s queries better.

Evaluating agent performance:

It is crucial for any call center to understand how your agents are doing and how they respond to callers. Call barging is hugely beneficial for contact centers in evaluating agents’ performance and helping them improve themselves. This is especially true for distributed or remote teams where physical monitoring is difficult.

Improving customer experience:

Call barging is a great way to understand consumer preferences and tastes. By listening to live calls, contact center managers can get a first-hand understanding of what their consumers like and dislike about their product, where agents are lagging, and how a particular script sounds to customers. This helps them modify their scripts, approach, products, and offers accordingly, improving brand loyalty and leading to higher customer satisfaction rates.

Reducing escalations:

By offering real-time assistance via call barging, contact centers can significantly reduce the number of escalations made by customers. Customers can also save time and get expert aid by speaking to managers directly, increasing their faith in the brand.

Everything about CallHippo Call Barging Feature

More Features Of Call Barging

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Power Dialer

Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.

CallHippo Feature - Smart Switch
Smart Switch

Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.

CallHippo Feature - Global Connect
Global Connect

Global Connect helps you know the right time to call your international clients.

CallHippo Feature - Smart Call Forwarding
Smart Call Forwarding

Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.

CallHippo Feature - Call Transfer
Call Transfer

The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.

CallHippo Feature - Call Conference
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.

CallHippo Feature - Voice Mail
Voice Mail

Receive voicemails by email in your inbox. Play them directly from your email.

CallHippo Feature - Call Analytics
Call Analytics

Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.

CallHippo Feature - On Hold Music
On Hold Music

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.

CallHippo Feature - Call Queuing
Call Queuing

A Call Queue places incoming call in a line when the agent is busy attending other customers.

Call Monitoring
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.

CallHippo Feature - Call Recording
Call Recording

Record every call on each of your numbers to better monitor your performance as a team.

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: September 17, 2021