Call Whisper: Benefits, Use Case, and How It Works

Call whisper is a call handling feature that allows supervisors or managers to provide real-time guidance to agents during customer interaction. The agent can hear both the manager and the customer, whereas the customer cannot hear what the manager tells the agent.

The primary goal of call whisper is to support agent development through training, live coaching, and performance improvement. By offering real-time support during calls, it enhances call outcomes.

Automated call whispering utilizes AI or recorded messages to provide agents with valuable call information before they answer the call. Agents receive automated tips based on the caller’s history or the types of queries the customer made. The message is delivered to the agent through a system, allowing them to prepare for the call and provide a more personalized response.

Call whispering data includes customer general information such as caller ID, past interaction data, priority level, or even customer level (general, tier 1, or VIP).

• Customer Information: Agents can know about the customer's phone number, contact information, and demographic data.
• Account Details: Customer account details, including account value, priority level, and customer data associated with the account.
• Service/Support Context: Agents can access data related to a customer service or support issue in a concise format. It also includes data on recent or past orders, customer sentiment, and even customer satisfaction scores (CSAT).
• Interaction History: This includes data such as omnichannel customer interaction history (calls, emails, chats, etc.) to provide detailed information about the customer's problem.
• Reason to Call: Summarizes the purpose of the customer’s inquiry, such as a support issue or a sales-related question.

Live call whispering involves a supervisor or manager listening to a live call and providing real-time feedback to the agent during an ongoing call. This can include guidance, troubleshooting tips, or any necessary information that might help the agent address the caller’s needs. The whisper is typically inaudible to the customer, ensuring that only the agent receives the assistance.

Call whisper features are helpful for sales and support agents, managers, coaches, and supervisors to guide agents in real-time.

A call center manager can use the call whisper feature to enhance client performance, improve efficiency, reduce call handling time, and enhance the customer experience.

• Enhanced Call Routing Efficiency: Call whisper enables you to understand the caller’s intent, which helps you handle inquiries more effectively. This helps to reduce misrouted calls and higher first-call resolution rates.
• Increased Customer Satisfaction: Agents receive important information about the customer before speaking with them, allowing them to deliver a more informed and personalized experience. This reduces customer frustration and leads to higher satisfaction ratings.
• Improved Decision-Making: Identify performance gaps and address training needs for agents who require further development.
• Faster Training for New Agents: New agents can receive live guidance during calls, helping them learn and gain confidence more quickly.

Call whisper helps agents perform better by allowing supervisors to provide real-time guidance during calls, boosting the agent's confidence and improving conversion rates.

• Live Support Without Disruption: Agents can receive timely guidance during challenging calls, reducing stress and increasing confidence.
• Skill Development: Regular whisper coaching enables agents to learn from real-world scenarios, providing valuable insights and opportunities for growth.
• Increased First Call Resolution (FCR): With instant coaching, agents can resolve issues more quickly and effectively.
• Personalized Customer Service: Call whisper provides agents with tips during the call, enabling them to understand the customer’s needs better and offer friendly, personalized service.

Call whisper is used for various purposes, including training new agents, monitoring agents’ performance, and improving sales and business growth.

The call whisper feature enables managers to train new agents by helping them navigate difficult customer questions. It speeds up the onboarding process by allowing new agents to learn from real-world interactions, building their confidence and competence. As agents receive continuous feedback, they are better prepared to handle similar situations independently.

Supervisors can utilize call whispering to ensure that agents follow company protocols, provide accurate information, and maintain a consistently high level of service quality. It helps resolve customer problems during the first call, improves agent performance, and enhances the Average Handle Time (AHT).

Call whispering enables agents to address customer issues more effectively. Supervisors can guide agents during complex calls, ensuring that customers' concerns are resolved and achieving a higher level of customer satisfaction.

Whispering calls are particularly useful for sales teams. Supervisors can provide real-time selling tips, such as recommending upsell or cross-sell opportunities without the customer knowing. This enhances the product's sales success rate and improves overall sales performance.

For technical support teams, call whispering enables supervisors to provide technical advice or troubleshooting tips during live calls. This ensures that issues are resolved and customers receive accurate, expert-level support.

Call whisper, call tracking, call monitoring, and call barge-in are essential features in call centers designed to enhance customer service, support agents, and optimize performance during live calls.

Call whispering offers real-time guidance and training to agents, boosting their confidence and enhancing the overall customer experience. By offering immediate support, businesses can train new agents, increase customer satisfaction, and resolve issues on the first call.
 

No, the customer cannot hear the supervisor's voice during a call whisper. Only the agents can hear the supervisor’s voice or receive a whisper message without the customer's knowledge.

Call whispering is beneficial for businesses seeking to enhance agent training, ensure quality control, and offer real-time support during calls. It helps agents perform effectively, prevents errors, and enhances the overall customer experience.