Call Barging
- Jump on “out of control” conversation
- Join conversations for sales or support purposes
- Monitor calls and providing on-the-spot guidance
Here’s How Call Barging Works
Call barging is a call focus programming highlight. It allows you to adjust active calls without the caller or call focus specialist knowing. This process is known as “noiseless call observing”. When you enter the call to speak with both the operator and the caller it is known as “call barging.” While listening you can interrupt the call, keeping everyone on the line.
Use the feature to help in training. It’s when agents can’t answer questions or aren’t sure where to find information. The call barging lets you resolve the situation with angry customers right away. So, it will prevent a situation from escalating.
Monitor how agents follow quality standards.
Resolve issues and provide support for agents.
Provide immediate feedback and coaching.
Give customers accurate information.
Ensure measures to protect sensitive information.
Minimizes the need for post-call analysis.
Provide Effective Assistance with Nectar Desk Solution
To prepare call center specialists through the contact center software supervisors ought to screen active calls. Besides, burst on calls to speak with users and operators when it is necessary. You can train your employees to be the best call center agents. With call barging, supervisors provide immediate feedback and guide agents in real time. Besides, they are able to check compliance with company policies and regulatory requirements.
Furthermore, observe calls and monitor interactions with VIP callers. Supervisors can join a call to improve customers’ experience in difficult situations. This is an effective solution to misunderstandings with VIP consumers. Thus, your call center will be able to boost loyalty and trust among your clients due to effective management.
Powerful alone,
but even better with:
