A call center feature that lets managers listen in on agents’ calls in order to improve agent performance. Calls are monitored in real time with without the agent’s knowledge. Vaspian takes this feature to the next level with Monitoring Options allowing Managers to engage a live call in three different ways. See Barge, Whisper, Steal.
Call Monitoring: Barge, Whisper, Steal:
Barge allows a manager to insert himself into the call, whereby BOTH the Agent and the customer are in a forced 3-way call, where all three parties can hear and speak to each other.
Whisper (Live Coaching) allows a Manager to speak into the earpiece of the Agent without the customer hearing what the manager is saying.
Steal allows a Manager to remove the call from the agent’s phone entirely, forcing the customer to forward to the Manager’s phone. All three advanced monitoring features are included with your system at no extra cost. Don’t forget, all features are available on any device, allowing you to monitor calls when you aren’t even in the building!
View a sample of a Monitoring Screen HERE
