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There are a handful of cloud call center solutions we could focus on, but for this article, we’re focusing on the big three: Call Monitoring, Call Barging, and Call Whispering.
If you want to explore how they work in-depth and understand their importance to your company, you’re at the right place.
Cloud Call Center Solutions: Call Monitoring
Call Monitoring encompasses both Call Barging and Call Whispering, but it has its own distinct function as well. With Call Monitoring, managers can listen in on conversations and gain valuable insight on their employees’ performance. The party listening in the conversation will remain muted and undetected unless any barging or whisperings are employed.
This is an incredible training tool to keep track of performance levels without interrupting the call. If the agent encounters a difficult case, managers who are monitoring the call can coach the agent live through Call Whispering or take over completely with Call Barging. It all starts with Call Monitoring.
Cloud Call Center Solutions: Call Barging
Call Barging is a must-have feature for performance optimization. It allows managers to speak directly to both the agent and the caller for quality assurance purposes. The main benefit of Call Barging is that it gives supervisors the chance to become more hands-on when it comes to coaching new agents, serving VIP callers, or just engaging in general quality assurance practices.
Take, for example, the common instance where a caller is frustrated with his or her new automatic upgrade on a product, but the agent is new and hasn’t been well informed on the new launch. If Call Barging is a part of that company’s call center platform, then the manager or supervisor can easily take over the call without making a fuss. Both the company’s customer service reputation and the caller’s time will be saved.
Cloud Call Center Solutions: Call Whispering
Call Whispering allows the monitoring party to speak directly to the agent while the call is happening, without the caller knowing. This is an excellent way to guide new employees through hands-on training and coach seasoned employees through difficult cases.
CEO of SMJ Life Health Annuities, Shelly McGeoy, said, “The whisper features allows us to guide agents if needed or barge in completely letting the client know a supervisor is on the phone as well.” Countless other companies like Shelly’s have benefitted from Call Whispering because it creates a middle ground between monitoring and barging. Imagine being able to provide live guidance without the caller overhearing the coaching process. That’s exactly what you’ll receive with Call Whispering part of your call center software. Having this feature will enhance your customer service reputation and support your sales team in converting leads.
Altogether, Call Monitoring is the feature that allows you to listen in on live conversations. Based on how well the conversation is going, you can either choose to help the agent handle the call through Call Whispering or take over the call completely through Call Barging. This call center software package improves your customer service performance and helps increase productivity.