What is Call Barging, and When Should Sales Mangers Use It?

Here at Revenue.io, our continuing mission is to help inside sales teams automate and optimize sales activities so they can grow revenue. To that end, we’re always trying to improve our RingDNA dialer with new capabilities to help both sales reps and managers. One such feature is call barging. Though the name may sound intrusive, this feature actually enables sales reps to do a better job of helping customers. The result is that they can win more deals and close deals faster.

What is Call Barging?

Call Barging can be a lifesaver!

Call barging is a feature in call centers that allows managers to join calls at any time, essentially turning them into three-way conference calls. This feature aims to make it easier for managers to assist representatives. However, it’s important to consider when it’s appropriate for managers to barge in on calls. Should they only do so when a representative’s pitch is weak?

To help our customers fully leverage this new feature, here are some best practices for when managers should and shouldn’t use the barge feature.

When to Use Call Barging

So when should you use call barging? Here are three scenarios where call barging can save the day!

When a Question Truly stumps a Rep

With our call monitoring feature, managers gain the ability to monitor calls. There are bound to be times when a rep is asked a question that stumps them. But reps aren’t always going to ask a manager for help. If a rep is truly floundering, a manager can drop in and answer the caller’s question. This can be especially useful with new reps or following the launch of a new product. If you use the barge feature, ensure that reps know it. You want to do your best to ensure reps and customers see barging as helpful rather than intrusive.

When Reps are Training

The barge feature can be helpful when onboarding new reps. The ability to barge in on calls can act as a safety net in case a rep is stumped. Managers can assist reps when they are taking practice test calls or getting their feet wet talking to real customers.

When a Customer is Upset or Asks for a Manager

Your customer success reps may encounter unhappy customers. Unfortunately, these situations can sometimes escalate very quickly. If a customer becomes exceedingly irate or directly asks to speak to a manager, managers can use the call barging feature to help ensure that conflicts can be de-escalated as quickly as possible.

When Not to Use Call Barging

As a general rule, you should not use call barging if:

• It is going to impact your customer’s experience negatively
• It doesn’t add explicit value to the call

Please exercise discretion. This helpful feature can make it easier than ever to assure your customers of a fantastic experience.

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