Whisper, barge and monitor — the three ways to sit in on a call

The three

Monitor means listening without either party knowing. Whisper means talking to your own agent while the customer cannot hear. Barge means joining the call so that everybody can hear you.

The consent bit

In several places a supervisor silently joining a call has the same status as recording it, and the same disclosure requirements. Whether your announcement covers monitoring as well as recording is worth checking rather than assuming.

We are not lawyers and this is not advice — but the question is cheap to ask and expensive to skip.