Not every inbound sales or customer service call goes smoothly. However, VirtualPBX Contact Center provides next-level call center solutions for companies wanting to ace customer interactions. These advanced VoIP Call Center features help you get to the root of your team’s performance challenges. This way, you can improve customer interactions and hit your KPIs. Call Monitoring features like Eavesdrop, Call Whispering, Steal, and Call Barging truly enhance your organization’s customer service.
These features are essential for call center managers who want a bird’s-eye view of their team’s performance. They help supervisors assess agent performance and provide immediate feedback in real-time. Additionally, Call Monitoring features help to ensure compliance with quality standards and regulations. Discover how Eavesdrop, Whispering, Steal, and Call Barging can enhance your organization.
Call Barging Explained: A Look at All Call Monitoring Features
Call Monitoring is an umbrella feature that covers Call Barging, Whisper, Eavesdrop, and Steal. It allows supervisors to oversee agent-customer interactions in real-time. Therefore, it’s a vital way to ensure quality service and effective coaching. Let’s define these powerful features and provide use cases for each, starting with Call Barging:
Call Barging
In summary, Call Barging creates a three-way call. It includes the admin, agent, and customer. Everyone on the call can hear and speak to everyone else. The admin can take over the call. They can also join the ongoing discussion.
Sometimes, a more experienced team member must take charge. Customers sometimes make unusual requests. Agents might not know how to handle them. Call Barging allows others to supplement an agent’s knowledge.
Again, the agent might be new to a product. Or they might be new to the company. Even experienced agents encounter unique customer requests. These might be outside their usual scope.
Call Barging creates a three-way call. Like Call Whispering, it avoids inconveniencing the customer. They do not need to be put on hold. The situation resolves quickly. This keeps everyone satisfied. It also allows the agent to move to other customers.
Eavesdrop
Eavesdrop and Call Barging are both features under the Call Monitoring umbrella, allowing supervisors to oversee live calls. However, their primary difference lies in the supervisor’s visibility and interaction during the call.
Eavesdrop allows administrators to listen to live calls. Call participants will not know the admin is present. For example, a call center manager can monitor a trainee’s first customer support calls.
The manager can listen to these calls silently. Later, during the daily wrap-up, they can share insights. These insights come from the agent’s interactions with callers.
Eavesdrop makes silent observation easy. The manager can take notes during the call. If needed, they can join later with a Whisper or Call Barging. If calls are mostly smooth, discussion can wait until after a call block.
Call Whispering
Next, Call Whispering works similarly to Call Barging. It allows an admin to speak directly to a Contact Center agent. This happens during a live call. Only the admin and agent hear each other. The customer remains unaware. This is useful for providing critical information. The agent can then relay this to the customer.
If an agent needs help during a call, a call center manager can provide instruction using Call Whispering. Perhaps there’s a new product release. Or a trainee might be unfamiliar with product features. A more experienced team member can quickly assist the agent.
This can happen by request from the agent. It can also be an extension of an Eavesdrop session. In either case, a quick tip helps the agent. The customer receives the information promptly. They never know about the background assistance. Furthermore, they do not need to be put on hold.
Steal
In a contact center, both Call Barging and Call Stealing are call monitoring features that allow a supervisor to intervene in a live conversation between an agent and a customer. However, they differ significantly in the level of intervention and the outcome for the agent.
In situations where supervisors need full control, Steal allows call center managers to take over a live call from the agent. Supervisors can seamlessly transfer the customer to themselves and handle the conversation without the agent’s participation.
Steal serves as a powerful tool for managing critical calls and ensuring you handle high-priority issues with the utmost care.
Furthermore, this gives call center managers complete control over critical phone calls –which allows smooth, professional transitions for urgent issues. Above all, it ensures the best outcome for customer satisfaction.
About VirtualPBX Contact Center
VirtualPBX Contact Center offers significant advantages for your business. It works whether you manage an entire call center or a large sales team. Our robust VoIP Call Center features, including indispensable Eavesdrop, Call Whispering, and Call Barging, are highly effective. They integrate seamlessly with other features. These include Live Queue Monitoring and various Call Routing schemes, essential for any efficient Inbound or Outbound Call Center.
Learn More About Call Barging and Call Monitoring Features
Discover how Call Monitoring features like Eavesdrop, Whisper, Barge, and Steal can enhance your contact center’s performance! These powerful tools allow supervisors to listen in, coach agents, and even take over live customer calls to ensure top-notch service and real-time support. Watch this video to learn how Call Monitoring can help boost agent productivity and improve customer experiences.
Our sales team is ready to assist you. They can discuss these features via live chat. Learn about customizable VirtualPBX Contact Center solutions today.
