How a Call Monitoring Software Can Help Your Reps

 

In previous articles, we’ve discussed some of the benefits of a call logging software, highlighting features like Call Recording and Call Barging.

We’ve written about what these features are and how they can be useful tools for your business. We’re now shifting our focus directly on Call Barging.

The way Call Barging works is simple. It’s a call center feature where managers can join conversations whenever necessary. It’s quite literally “barging in on a call,” but it’s less intrusive than that. It’s more like “call joining.”

The question still remains. What is Call Barging good for and how could this feature help my business in any kind of real way?

Well, picture this. If you are a call center and have a representative on the line with a consumer, you can easily turn that call into a three-way conference call. The manager can join in and offer assistance. In this sense, call monitoring is a helping hand.

This also means assisting reps is easier than ever. If your representative is struggling, can’t deal with a question, or requires any kind of support at any point throughout the call, you can easily hop in.

It’s important to note that Call Barging is a feature that is at its best when all parties are made aware of its existence. If a representative, for instance, lets the consumer know that they can have their manager join in at any time during their call, it’s not intrusive for the consumer, it’s reassuring. They are made aware that if they need assistance from a supervisor, such a person is essentially standing by for them.

It’s also convenient for training purposes. The manager acts as a safety net in the event that the representative doesn’t know what to do. They can come in, offer assistance by answering any questions that the representative can’t. This makes the representative less anxious because they know they have support on standby, and it’s also advantageous for the consumer, who can be given an immediate answer rather than wait until someone else with an answer becomes available.

Call Barging is one of many features Phonexa offers as part of its call logic program. The feature falls under the umbrella of many other features that includes Call Recording. In utilizing call monitoring, you have a helping hand when necessary.

 

Armen Karaoghlanian
Armen Karaoghlanian is the Creative Director of Phonexa. Armen has 8 years of experience in writing, film, and marketing, and has been featured on sites such as Complex, Fast Company, and Business Insider.

SUBSCRIBE

OUR SERVICES

SCHEDULE A FREE DEMO

Get an inside look at our all-in-one platform.

Latest news

AMP call tracking
21
Aug
AMP Call Tracking: Why You Need It

Your mobile marketing strategy could all be a waste if you aren’t using AMP call tracking.

Ways to Get Insurance Leads
14
Aug
Six Clever Ways to Get Insurance Leads

Get smart about how you’re getting insurance leads. Here are six lead generation tips for insurance professionals.

How to Organize Your Inbound Prospects
12
Aug
How to Organize Your Inbound Prospects with Call Tracking

Inbound calls are incredibly valuable. You can manage your prospects and optimize your efforts with call tracking and call analytics.