Barge & Whisper VoIP Office Feature

Voice over Internet Protocol (VoIP) is a type of tech innovation that allows users to make voice calls by making use of an internet connection instead of the traditional landline (analog) phone line.  

Call barging is a modern VoIP communication feature that allows extra call centre agents to “listen in” on live calls and can speak to both incoming callers/customers as well as the call agent, which is very handy in different circumstances.   

Call whisper mode is another feature of VoIP telecommunication where a supervisor can join an in-progress call between two parties. For instance, only the supervisor can hear into the live call with the customer. This feature is notably useful as an advice mechanic, allowing the supervisor to advise the agent on call without the customer knowing the supervisor’s presence.  

Whisper mode can be said to be almost the same as call barging, but the main distinction is that the supervisor can hear the conversations happening in the call, but the customer cannot hear the supervisor. It allows the supervisor to provide help to the agent in case of a difficult discussion with the customer.  

Call Barging Benefits  

The call barging feature allows the supervisor to join in a live customer phone call, which helps monitor the agent’s conversations when handling customers. Here, the supervisor can listen to the call-in mute mode without talking. If the customer service agent faces any difficulty, then the supervisor can actively take part in the ongoing conversation between the agent and the customer. A few benefits include,  

Reduce Escalations  

Call barging features help customer service agents handle complex customer inquiries more expertly and prevent escalations. This enhances the quality of customer support as the agents get timely aid and advice from their supervisors.  

The supervisors can offer live-time assistance on an ongoing live call between the customer and the agents to handle complex inquiries, which helps reduce the escalations from the customers.  

Assurance Of Quality  

One of the demanding attributes for any customer service agent is to handle the impulsiveness in the customer’s expectations. With the call barging facility, the supervisors help the agents, which, in turn, gives assurance of promoting service quality.  

Satisfaction Of Customers   

The call barging features allow the supervisors to know the customers’ requirements and their behavior, wherein corrective actions could be put forth with effective script changes, which would promote personalized discussion with the customer and result in customer satisfaction.  

Help Agents Promote New Products  

Both new and experienced agents can promote and sell newly launched products by putting in extra time and effort to persuade customers to buy the newly launched product. They can also get assistance from their supervisor to answer out-of-the-blue questions that the customer might ask to resolve the issues or even if defects are found. Supervisors/managers can help agents by performing call barging that will help meet the needs and expectations of customers without transferring the ongoing phone calls.  

Training Of New Agents  

Customer service agents could quickly receive training on the job as the managers could barge in on the ongoing calls between the agent and customer, monitor the agent’s performance and offer support whenever necessary. This helps the new agents to understand the expectations of customers during a call.  

Gaining Trust From Customers   

The supervisor can listen in on the live call, intervene, and provide a resolution whenever the agent asks for help or is faced with tough questions. Timely resolution helps gain the trust of customers.  

Promotes Professional Images   

Call barging facilitates supervisors to assist agents in solving complex customer queries, which helps improve first contact resolution rates and promote a professional image, which boosts customers’ belief in the company.  

How Is Call Whisper Different From Call Barge?  

The main difference between call whisper and call barge is that, in call whisper, the agent only listens to the supervisor who has entered the live inbound call and not the customer.  

In the case of call barging, the customer and the agent can both hear and interact with the supervisor on the live call. 

Call Whispering Benefits  

When selecting a VoIP operation system, the customer should check whether the call whispering is offered as a feature. A few of the benefits include,  

• Training of new call center agents 
• Helps the supervisor/managers to track the customer handling capacity of the agents on the call.  
• With the valuable information received, call center managers can be coached.  
• The supervisor/manager assists employees during complex calls.  
• The communication skills of call center agents are enhanced.  
• Empowers enhancement for customer satisfaction.  
• Boosts call center agent’s confidence along with job satisfaction.  

Conclusion

One of the main benefits of call barging and call whispering mode is that it helps the supervisors/managers to become personally involved in practicing quality assurance and coach the agents in the call center for better efficiency in their work.  

To conclude, call barging & call whisper is an essential tool that helps establishments boost the service provided to the customer and, at the same time, monitor the agent’s performance. Organizations should have clear guidelines and policies in place to ensure these telephony services are used in a sensitive, suitable and respectful manner.  

With proper implementation of these features, a business organization can make use of its remarkable benefits.