Here we see the techniques such as Call Monitoring, Call Barging and Call Whispering that is used in call centers. Also, we discuss how to implement these techniques and their benefits for a call center/business.

1. HOW TO MONITOR-BARGE-WHISPER
ON CALLS?

2. By using Barge, Monitor, Whisper add-
ons in call center, managers, and
supervisors can assess the
performance of agents, as well as
provide the necessary feedback.
The Barge-Monitor-Whisper facility is
used to ensure the quality of calls and
customer service.

3. Call Monitoring is the act of listening to
and recording phone conversations
between customers and company
employees in order to improve service,
and as a record of what has been
discussed and agreed.
CALL MONITORING

4. Managers must listen to the
conversation between customer and
agent to analyze overall call quality.
Agents must be given provision for
self assessment of their calls.
Managers must listen to most of the
calls and monitor them according to
the set parameters.
HOW CAN WE MONITOR
THE CALLS?

5. It enables the managers and
supervisors to listen and monitor all
calls.
This feature can be used to train and
assist new employees as they can
listen and analyze previous calls.
It is an efficient tool to analyze
agent's performance as calls can be
monitored without agents'
knowledge.
BENEFITS OF CALL
MONITORING

6. Managers or supervisors can initially
listen to the ongoing call between the
customer and the agent. They can enter
in the live conversation, i.e., barge in to
provide any added information.
CALL BARGING

7. Supervisors can listen to the ongoing
call between the agent and customer
without disturbing.
Then they can barge into the call to
provide any additional information.
Barging can be done by selecting
appropriate options available on the
dashboard,
HOW CAN WE BARGE IN
THE CALLS?

8. It enables the managers to intervene in
a call in case the agent is providing
incomplete or incorrect information.
It is a three way conference call , hence
all three parties can interact with each
other.
It helps managers in delivering on time
assistance to the agent and ensuring
high quality of customer service.
BENEFITS OF CALL
BARGING

9. Managers who are monitoring a call can
silently speak to the agent without the
customer hearing their discussion. It is a
one -directional conversation from the
supervisor to the agent.
CALL WHISPERING

10. Managers can use interactive dashboard
to listen the ongoing conversation
between agent and customer.
Supervisors can talk to the agent if they
need assistance.
The feature ensures that the customers
can't hear the conversation between
agent and managers.
HOW CAN WE WHISPER
IN THE CALLS?

11. It allows the supervisors to provide
advise and important call pointers to
the agents.
Customers can't hear the whisper so the
information is safe between the
manager and the agents.
It helps to deliver first call resolution to
the customers as well as boost
customer satisfaction.
BENEFITS OF CALL
WHISPERING

12. CONCLUSION
Modern age businesses focus on growing their customer base and generating
more revenue.
The Barge-Monitor-Whisper facility provides a parameter to the managers to
perform multiple tasks, that is, monitor calls, review agent performance as
well as assist the customers.
This will ensure an effective working environment and provides
opportunities to grow more.

13. ABOUT US
CallCenterHosting (CCH) is a leading and
globally recognized provider of
hosted call center services.
We offer a complete software-based call
center set up for start-ups, SMBs, and
enterprise, which includes call center
solutions, VoIP solutions and Call Center
Dialers such as- predictive dialer, robo
dialer, power dialer, progressive dialer
and auto dialer.
For more information, call us at
+1-800-346-4974

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15. REFERENCES
How to Monitor, Barge or Whisper during Calls?
- CallCenterHosting
Call Monitoring, Call Whisper and Barge in
- helpdesk.teleboard