Bonga Cloud contains "whispering," "spying," and "barging" abilities commonly referred to as call monitoring features:
- Spying: Also known as silent monitoring, spying enables supervisors to listen in on live calls between agents and customers without their awareness. This feature helps supervisors evaluate agent performance, assess call quality, and ensure compliance with company policies.
- Whispering: This feature allows supervisors or managers to provide real-time guidance to agents during live calls without the customer's knowledge. Supervisors can discreetly communicate with agents through a headset, helping or coaching as needed. Whispering is valuable for training purposes and supporting agents in handling complex customer interactions.
- Barging: Barging allows supervisors to join live calls between agents and customers, actively participating in the conversation to provide immediate assistance or intervention. Unlike spying, barging enables supervisors to interact directly with both parties, offering support or resolving issues as needed. Barging is useful for handling escalated situations or providing additional support to agents.
To activate any in call action, follow the procedure below:
Step 1: Go to the Active Calls section on the dashboard to view all ongoing calls within Bonga Cloud.
Step 2: Choose the action you want to perform, such as Spy, Whisper, or Barge. A call widget will appear, showing the active channel for the agent. You will be momentarily connected to the ongoing call.
Once the agent or caller ends the call, the channel will also be closed on the administrator's end. The administrator can optionally leave the channel as well.
N.B. These call monitoring features are essential for call center management, enabling supervisors to maintain quality standards, support agent development, and ensure customer satisfaction. It's important for users to understand how to use these features responsibly and ethically to respect the privacy and confidentiality of agents and customers.