Barge-in is a call center feature that allows a supervisor or manager to join an ongoing call between a customer and a customer service representative. The supervisor can listen in on the call, speak to the representative, or even take over the call if necessary.
Barge-in can be a useful tool for call center managers who want to monitor the quality of customer service provided by their agents, provide coaching or feedback in real-time, or intervene in difficult or escalated customer interactions.
When barge-in is used, the customer is usually not aware that a supervisor is listening in or participating in the call. However, some call center software systems may provide a notification to the representative when a supervisor has joined the call.
It’s worth noting that barge-in should be used judiciously and only in situations where it is necessary to improve the quality of customer service or protect the interests of the business. Inappropriate use of barge-in can erode customer trust and damage the reputation of the call center.
