- May 21, 2025
Call Intercept: Taking Control When It Matters Most
Call Intercept is a VoIP feature that enables supervisors to take over an active call from an agent.
This function is crucial when immediate intervention is necessary, such as in escalated situations or when an agent is unable to handle the call effectively.
How Does Call Intercept Work?
During a live call, if a supervisor determines that they need to assume control, they can use the Call Intercept feature to seamlessly take over the conversation. The agent is disconnected, and the supervisor continues the call with the customer.
Benefits of Call Intercept
Crisis Management
Allows for swift action in high-stakes or sensitive situations.
Customer Retention
Prevents potential loss of customers due to unresolved issues.
Agent Support
Provides a safety net for agents facing challenging calls.
Use Case Example
A customer becomes irate over a service outage, and the agent is unable to calm them. The supervisor uses Call
Intercept to take over the call, addresses the customer’s concerns directly, and offers a satisfactory resolution, thereby retaining the customer’s trust.
Common Questions About Call Intercept
Does the customer know when a call is intercepted?
Yes, the supervisor typically introduces themselves upon taking over the call to maintain transparency.
Can Call Intercept be used for non-critical situations?
While possible, it's best reserved for scenarios where immediate supervisor involvement is necessary.
Related Features
Explore features that pair well with Call Intercept
