Monitor, Coach and Barge-In: Real-Time Call Center Solutions

Posted on Mon, Feb 11, 2013 @ 02:43 PM by Carlos Lahrssen

coachTrends toward simplified call centers are noted as a much needed innovation.

Our tangled mess of technology hurts business agility and the bottom line. It’s time for a war on complexity.

-Simplicity in the Contact Center,Rachel Ramsey (@TMCrachel), TMCNet 

With the Nexogy call center, businesses can monitor customer calls, coach calls, and barge-in to assist a caller or your team. Give your colleagues the tools to position your company call center—and customer service—above the rest.

Monitor Progress

With the monitor feature, neither the agent nor the customer can hear the supervisor. This situation allows supervisors to monitor calls, which could taint evaluation of a typical call performance.

There may come a time when you hear one of your agents has become consistently rude with customers, not answering politely or professionally, or responding without care for the customer’s needs. If you’re unable to determine the specific identity of this individual, you will need to listen in on a call from each agent to see if you can find the bad egg. Monitor functionality provides anonymity, along with the information you need to handle the situation appropriately, identify, and record or document actions of the unprofessional agent.

Coach Your Team

Similar to the monitor feature, with one big exception: the agent can now hear the supervisor, but the caller only interacts with the agent.

This is a particularly helpful feature for newly recruited call center agents. The supervisor can jump in on the call, and walk the agent through answers to questions the customer may ask. Only the agent can listen to the supervisor while the customer listens to the agent. This allows a new agent to professionally answer questions that he or she would otherwise doubted, and avoid passing a negative experience on to the caller.

Barge-In To Assist

With the barge-in feature all 3 parties (agent, supervisor, and customer) are able to hear and speak with one another.

This can come in handy when customers are particularly disgruntled. Those giving the infamous line, “I demand to speak to a supervisor!” can have the supervisor join the existing call to speak with both the agent and customer.

The agent does not simply transfer the call to a supervisor, he wants to be on the call in order to help the customer and inform the supervisor of the issue at hand. The agent places the caller on hold, dials his supervisor and requests him on the call. The agent goes back to the caller and a few seconds after a new voice is heard.

The difference between this and a conference call is that the supervisor can leave and have the agent and customer remain on the call. A conference call is just a 3-way that is far less accurate and takes more time because it requires the agent to set it up. 

Final Thoughts

Monitor, coach and barge-in provide across-the-board call center quality assurance management, through a set of features that work together to help run your center as efficiently as possible.

In addition to the 3 modes above, Nexogy’s call center also offers the option to standby. In standby mode, a supervisor can log in and select any monitor mode above at a later time.

What all-in-one software solutions do you favor? Let us know in the comment section below.

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Topics: call center

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About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — stay...read more