Call Intercept

What is call intercept?

Call intercept is a dynamic call center software feature which empowers supervisors to take control when an agent needs help, is making mistakes, or is being abused by a customer. This opens up new pathways and possibilities for call center managers who want to take a more direct hand in coaching or ensuring call quality.

What can the call intercept feature be used for?

• Getting your agents away from rude callers: Call center agents have to deal with all sorts. But sometimes, customers can get too aggressive; in this case, you can rescue an agent who is just trying to do their job.
• Training: When agents are just getting started, they may need some help; if they go particularly off course, you can swoop in and make an interception.
• Quality Assurance: You can intercept in order to conduct tests of the quality of the work your agents are putting out
• Cut out the middleman: If you can tell a customer is going to demand to speak to a manager, get out in front of them before that happens and save everyone time.

How to set up a call intercept?

MightyCall’s supervisor dashboard makes it easy to start using the feature. Here is how to intercept phone calls:

1. Start on your MightyCall supervisor dashboard.
2. Select a phone call.
3. Click the correct icon (it looks like an arrow bent backwards) to intercept a phone call. The agent will now be disconnected and you will intercept and receive audio.

How does call intercept work?

Many businessowners have never encountered this software before and may be wondering: how does the actual process work? It’s pretty simple to understand:

1. Supervisors monitor: Because phone calls are made or received via MightyCalls online system, they can be monitored by supervisors or managers given access to do so. Via a supervisor dashboard, all incoming or outgoing calls can be watched (though only one can be listened to at a given time by a given supervisor).
2. Intercepting: Whenever a supervisor wants, they can click a button allowing them to intercept incoming or outgoing calls (or to do another monitoring action). This electronically enters them into the call and ends the call for the agent who had been in it.

Benefits of call interception

On-the-spot support

Let’s face it: sometimes, folks on the other side of the line can be too aggressive or even rude. When that happens, call interception can help you to step in and reassure your agents with immediate assistance during challenging customer interactions.

Elevated customer experience

On the other side of the spectrum, sometimes your own agents may not be up to the job, or may have simply not been able to do well on that call. If the customer is right in feeling upset, you can intervene and ensure their concerns are addressed promptly and professionally, maintaining high customer satisfaction and protecting your reputation.

Efficient damage control

Sometimes it’s nobody’s fault, but a call just breaks down anyway. With this feature, you can help to mitigate any potential issues arising from an error or miscommunication which has come from either side.

Team empowerment

But even without something going wrong, it’s always helpful for a team to know that the boss can have their back if things do end up going off the beaten path. Intercepting allows you to therefore boost call center agent confidence by helping them to know that they have a safety net when faced with difficult incoming calls.

Encouraging improvement

Just because someone makes a mistake does not mean they cannot improve. Help turn mistakes into learning opportunities so that your agents can become better at their jobs. By utilizing intercepted calls, agents can further hone their skills and enhance their performance, especially during the new agent training period.

Legal compliance and record-keeping

You can monitor and document all communications with customers, which can be essential for regulatory purposes, dispute resolution, and auditing. This helps your organization stay in compliance with industry regulations and provides a clear historical record of conversations, which can be crucial in case of legal issues or disputes. Additionally, it allows you to review incoming calls for quality assurance and training purposes, ensuring that your agents adhere to company policies and best practices in their interactions with customers.

Who uses call intercept?

Call Intercept software has proven to be extremely valuable across various industries, including:

• Customer support centers: Boost customer satisfaction by stepping in to manage complex issues or complaints. When you run a call center, things need to get done quickly. If a phone call is going on for too long, or an agent is unsure, you can intercept to ensure a high-quality customer experience.
• Sales departments: Listening in on incoming calls and realizing one of your salespeople may blow a big one? You can intervene during pivotal sales calls to salvage potential deals and provide expert guidance.
• Healthcare services: When it comes to making mistakes, the medical field may be the last place where they can be acceptable. Confirm that accurate information is communicated during sensitive patient interactions.
• Financial services: Listening in and notice that something an agent said is wrong? You can ensure that call center agents deliver accurate and compliant information to customers.

More advanced features to empower your business

The call intercept feature is just one example of the innovative call center solutions MightyCall provides. MightyCall is dedicated to helping businesses with cutting-edge tools and making customer interactions more effective.

• Call Listening: Supervisor listens in on a live call without interfering, takes notes, and provides feedback later.
• Call Barging: Supervisor jumps into an on-going call to help a struggling agent and talks directly to the customer.
• Call Recording: This method does not involve real-time monitoring. Incoming and outgoing calls are recorded for review at a later time.
• Call Whispering: Supervisor talks directly to an agent during a call without the customer’s knowledge.

Ready to get to business?

Don’t waste any more time leaving this crucial tool unused by your business. Being able to intercept allows you to quickly address issues before they become serious and let you show your team that you have their back.

There are lots of programs which allow you to intercept calls, be they incoming or outgoing calls. But only MightyCall combines an amazing array of features with an easy-to-use display, robust security, personalization and customization, and fantastic customer service.