Barge-in
What is the Barge-in feature?
The Barge-in feature can be included in a business telephone network. The also called “call barging”, allows a supervisor (or administrator or an authorized user) to listen to an active phone conversation between an agent and a customer and enter in that conversation, actually turning it into a three-way conference call.
Some software even allows a supervisor to “whisper” to an agent without the customer realizing so that only the agent can hear him, as a prelude to a barge-in, while others allow the supervisor to listen to conversations without the caller or the operator knowing (this is called “silent call monitoring“).
There are several reason managers use these features, as for example:
- when the caller asks the agent to escalate to a supervisor or in situations where the agent is struggling to analyze the customer’s request. With call barging the supervisor can intervene and direct the conversation back or track.
- for quality assurance. Listening to live calls helps them evaluate the service agents are delivering
- to trainee agents on the job, especially when new agents have just been assigned to a service or during the rollout of new products and services.
Moreover, it has been demonstrated that customers don’t like to be transferred too many times when they call a phone service. Call barging can be the ultimate solution to help them successfully end their call. Nevertheless, call centers with this capability should establish protocols to define when and how supervisors can use this function, as it can be confusing to callers.
Benefits of Call barging in a contact center
There are many advantages contact centers can gain through the barge-in feature:
- monitor and enhance customer service quality
- on-the-job training for agents
- deal with remote call center agents, being sure to monitor the entire staff, no matter where they are working from
- increase the First Call Resolution Rate
- personalize call customer experience (e.g. in VIP calls)
- minimize escalated calls
How Mida Can Help?
Mida Solutions has been providing cutting-edge UC software for nearly two decades. Our mission is to provide customers with the applications they need to deliver unexpected and stunning customer experiences.
Call barging is a feature included in our Cloud contact center.