Call Barging

What is call barging? 

Call barging is a feature offered by call center software where a third person, usually a supervisor or manager, can enter a call between a customer and an agent without the call being transferred or ended. This feature can come in handy for training new agents and results in benefits like: 

1. Better call center metrics 
2. Enhanced agent training 
3. Assures call center quality

What are the call center features accessible in call barging? 

You can access five major call center software features while leveraging call barging and they are as follows: - 

1. Call forwarding: Agents can forward the calls when they need to 
2. Call transfer: Agents can redirect any call to other team members or the supervisor 
3. Call conference: It lets the supervisor join the conversation between the caller and the agent  
4. Call analytics: This allows you to track the performance of your agents and monitor call center KPIs. 
5. Call recording: You can record calls between agents and callers for future review.