Call barge, in the context of contact centers and telecommunications, refers to a feature or functionality that allows a supervisor or manager to join a live call between a customer and a customer service representative (CSR) without the need for the CSR’s consent. This means that the supervisor can listen to the call, provide guidance, offer real-time feedback to the CSR, or even take control of the call if necessary.
Call barge functionality is particularly useful for quality assurance and training purposes in contact centers. Supervisors can use it to monitor the interactions between CSRs and customers to ensure that service standards are being met, compliance requirements are being followed, and that the customer experience is satisfactory.
More Call Barge Resources for Call & Contact Centers
When managers are able to monitor and step in on calls, they’re able to better identify and address problems that agents are having. When problems do happen, they can “barge in” on a call and get the conversation with the customer back on course.
Screen barging is an agent and quality monitoring capability that allows contact center managers to drop in on live interactions between agents and customers.
Feedback, as an opportunity for agents to learn from things they did well, and things they did not-so-well, is the backbone of improving customer experience. But that feedback is meaningless without an actionable follow-up.
Great call center managers use feedback as training opportunities and encourage continuous growth among agents. They never give feedback without an actionable path for correction.
Additionally, quality management software can provide contact centers with the ability to quickly identify and address quality issues, ensure compliance with quality standards, track employee performance, and more. It can also be used to track customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and contact resolution times to help identify areas of improvement in customer service quality. By leveraging quality management solutions, you are better equipped to improve customer service quality and overall satisfaction.