Call Conference
5 min
Overview
Call Conference, or a three-way call, enables an agent to add a third person to a live call with a customer. This third person can be another agent, a supervisor, or an external subject matter expert.
How It Works
While on a two-party call, the agent uses their call controls to initiate a conference. They dial the number of the third person and, once connected, can merge the calls, allowing all three parties to speak with each other.
Prerequisites
- The agent must be on a live call.
Steps
- Initiating a Conference (Agent): This is a standard feature on the agent's call control panel.
- Location: Agent > Agent Console > Call Control Panel
- Action:
- During a live call, click the Conference button.
- Dial the number of the third party you wish to add.
- Once the third party answers, click the Conference button again to merge the calls.
Use Cases
- Supervisor Assistance: An agent conferences in their supervisor to de-escalate a call with an irate customer.
- Language Translation: An agent conferences in a translator to assist with a customer who speaks a different language.
- Expert Consultation: A sales agent conferences in a technical expert to answer a customer's detailed product questions.
Benefits
- Real-time Problem Solving: Allows for on-the-spot collaboration to resolve complex customer issues.
- Enhanced Agent Training: A supervisor can join a call to guide a new agent through a difficult interaction in real-time.
- Improved Customer Satisfaction: Bringing an expert directly into the conversation provides immediate, accurate answers.
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