3-Way Calling
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Lane Curtis
Had this idea pop up and am curious if it is an option or if we could possibly make it an option for future reference. Would there be a way that we can listen to other advisor’s phone calls in live time for training purposes. So, for example, when we get a new person in the office and they start dealing with customers on the phone, we can listen and help them in live time while they are talking to the customer. We will also be able to listen to the customer so we can help guide the advisor. Wanted see if it would be an option to look into or not. Thank you!
Jason Will
I would like the ability to have a 3-way call when needed. This is a grate tool when working out issues and need to put our minds together to solve problems.
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Aaron J Heady
The need for 3-way calling is huge! This is one scenario we have that ends up driving us back to our cell phones. For example, we want to have a conversation between a tech, factory DTAC rep, and a TC. We often end up having the DTAC reps call our personal cell phones so we can then add in the tech to have all 3 of us in a conversation at once. This kind of collaboration is essential to solving tough problems.
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Aaron J Heady
Any update to this? Is it on the list of things coming? We would use this regularly for training and just normal collaborative efforts.
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Josie Bowman
Merged in a post:
Add a Third-Party to Voice Call
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Josie Bowman
The ability for an advisor, when on a VoiceHub internet call, to add another advisor to the call.
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Josie Bowman
Merged in a post:
Add Second Advisor to a Call
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Brad Timmerman
The ability to have a second advisor added to the call. Rather than just transferring the call to another advisor, we would like to have the ability to have a group call with multiple advisors.
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Dustin J Deaton
I would not correct the Advisor while on the Phone with the Customer in the Call, That would be demeaning!
If there is an issue with the information being relayed, the best thing to do is correct the Advisor on the side and call the Customer back.
In this day and age I am finding that this new generation does not take criticism very well at all!
You will most likely cause more conflict.
Speaking from Experience, they seem to constantly crave praise...?
Embarrassing them in front of a Customer might leave you short handed.
Keith G.
I like the idea of having a three-way call to include extra support, but as far as listening in for training purposes, I don't like that. Listen to the recorded call and help after the fact. If someone is listening to the call live, knowingly or unknowingly to the advisor or the customer, I see that changing the way the conversation happens. 99% of our calls are internal customers "technicians" and I would want no part of that. We try to be as transparent as possible and speak freely. We make many of our calls from our cell phones, so we can include an extra advisor and allow multiple resources to solve a problem. "Training" in that regard almost sounds like spying, an absolute no vote for me on that.
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Lane Curtis
Keith G.: That is where I would like if other advisors could join the call only by invitation. That would solve the "spying" that people would worry about. The call is already being recorded through ExpertConnect so I guess I don't understand why this would be an issue. Thank you for your feedback.