Many people are familiar with call listening, but what is call barging? Call barging is a tool that allows you to drop in on live calls to speak with both a caller and an agent.
What is Call Barging
It’s often offered as a software solution to be used by call center managers and supervisors. In other words, call barging instantly converts a two-way call into a conference call. Managers typically use call barging to listen in on calls and barge in when necessary as a means to ensure both customers and agents are satisfied with the interaction. When appropriately used, call barging can be a very effective training tool.
When to Use Call Barging
Here are situations when call barging can be especially useful.
When a Rep Is Unable to Answer a Question
With call monitoring software, managers gain the ability to monitor calls. There are times when an agent is asked a question during an outbound call that stumps them. But reps will not always ask the managers for help. If the rep is unable to provide a good enough answer, then a manager can drop in and answer the question. This can come in handy following the launch of a new product or when dealing with new reps. If you’re going to be using the call barging feature, it’s considered best practice to ensure the reps are aware of it. The idea is to ensure both customers and reps see call barging as being helpful rather than intrusive.
When Reps are Training
Barging can be helpful when bringing new reps on board a project. The ability to listen in on calls and barge in when necessary acts as a safety net when a new trainee is still learning the ropes. Managers can, therefore, assist reps when they’re getting their feet wet talking to real customers or during training when they’re taking practice test calls.
When the Customer Asks for a Manager or Is Upset
There are times when customer reps need the help of a manager or have to deal with a disgruntled customer. Such situations escalate quickly and can easily take a turn for the worse. If a customer is extremely unhappy or requests to speak to a manager directly, it can be beneficial for managers to use the call barging feature. This helps the manager understand the context of the situation and take appropriate actions to prevent the conflict from escalating.
When Not to Use Call Barging
Generally, call barging should not be used if:
- It doesn’t add value to the call: There’s no reason to interrupt a call unless you can do more to help the caller.
- It’s going to have a negative impact on the customer experience: Some callers will find call barging to be intrusive, and not all callers will appreciate being interrupted during a call.
The trick with call barging is to use discretion, similar to how apps utilize auto SMS forwarding during marketing. Whether you’re a sales manager or call center supervisor, you can take advantage of call barging for training, improving customer satisfaction, quality assurance and ensuring callers get superior service. Hopefully, you now know what is call barging and can use it to your advantage.