Glossary
Call barging is a form of call monitoring where a person who monitors the call enters conversation as its third participant. Thus, call barging is also a form of call escalation.
Call barging is the third call monitoring mode and is used only when situation is out of control and agent can’t handle it anymore, so the help of more experienced specialist is required. Call barging is also a solution for calls where customer is going to escalate a call, and supervisor uses call barging as proactive call escalation form. Thus, it helps to avoid conflict situations or even allows to resolve conflicts at their early beginning.
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