CallPalCall barge
Call barging is a supervision feature that lets a manager join a call already in progress as an audible third party, heard by both the rep and the customer. It turns a one-to-one call into a three-way conversation, usually to rescue one that is going badly.
It is the most disruptive of the three supervision modes and the one used least. Listening is silent; whispering reaches only the rep; barging is visible to the customer and changes the nature of the call.
A useful diagnostic: if a manager is barging most weeks, the problem is training rather than the call. Barge is for the new rep about to say something costly, not for routine oversight.
Related terms
- Call whisperA supervisor speaking to the rep mid-call without the customer hearing.
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