Call Barging is a feature that enables an owner, admin, supervisor, or manager to join an active call between an agent and a customer, without the customer or agent being aware.
Benefits of Call Barging:
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Quality Assurance: Call barging allows managers to monitor and ensure agents follow company protocols, ensuring a high standard of service.
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Real-time Performance Insights: Supervisors can assess how agents handle real customer issues in real-time, providing instant insights into performance, strengths, and areas for improvement.
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Immediate Corrective Action: By silently monitoring, managers can take action on the spot if an agent is struggling or providing inaccurate information, allowing for timely interventions without the customer noticing any disruption.
Below are the steps to perform call barging on the CallHippo dashboard:
Step 1: Go to CallHippo’s dashboard - web.callhippo.com.
Step 2: Click on “Live calls” section.
Step 3: On this panel, you can view all the live calls currently active in your account.
Step 4: To join any live call, click on the “Call Barge” button, as shown in the screenshot below:
Step 5: Please note your dialer needs to be open. You will receive an incoming call on your dialer once you click on the barge button.
Upon answering the call, it will become a call between you, your agent and customer on the other line, where you can communicate with the agent without the customer being aware.
Hope this helps!