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What is Call Whisper?

What Is Call Whispering and How It Can Benefit Your Business?

To run your call center successfully, you will have to do more than providing your agents with a script. It includes real-time training via call whispering. 49% of employees want learning to be available at the point of need.

Call whisper allows managers to monitor and join calls to coach agents in real-time. It provides them with relevant information and helps handle similar situations in the future.

But what is call whispering? How does it help your agents improve? Let’s take a look at it.

What is call whispering, and how does it work?

Call whispering is a feature that allows managers to hear customers’ queries and provide a quick solution for the agent to immediately address the issue at hand.

When you use the call whispering feature, the agent can hear both the manager’s and the customer’s voice while the customer only hears the representative’s voice.

Call center coaching best practices

Coaching a call center agents helps you improve their performance. However, regular coaching is not very common in organizations. A study by Harvard Business review found that 69% of managers find it uncomfortable speaking with their employees.

That’s where call whisper can help. It allows managers to smoothly train call center agents without making them uncomfortable. Here are some call center coaching best practices to follow:

When done right, call center coaching can help your agents gain expertise in their work, which will increase customer satisfaction.

What is “Agent whisper”?

Agent whisper is an innovative enterprise communication system feature that enables a supervisor or agent to enter active calls and interact with the agent. The difference between call barging and agent whispering is that the former allows the customer/prospect to listen in on the conversation while the latter does not.

Is call whisper legal?

Yes, call whispering in a call center is completely legal. In most cases, the customer service team uses call whispering to provide quick information to the customer/prospect or coach the new agent. This feature does not harm the customer in any way; rather, it improves customer experience.

What is the difference between call whispering and call monitoring?

Call monitoring is the process of listening in on live calls in real-time to evaluate an agent’s knowledge of the process. In call monitoring, the supervisor does not guide or interact with the agent. On the other hand, call whispering is a call center activity in which the supervisor joins an active call and guides or interacts with the agent.

How is a whisper different from a call barge-in?

The difference between call whisper and call barge-in is that in call whisper, only the agent, not the customer or prospect, listens to the supervisor who has entered the active call. In contrast, in the case of call barging, both the agent and the customer can listen to and interact with the supervisor or the person who has joined the call.

How call whispering improves your agent’s performance?

Your call center system will thrive only when each of your agents performs better. According to a study by Oxford University found that happy and satisfied employees are 13% more productive and happy.

Call whispering is a feature that makes call center operations easy for managers. It also ensures your support agents won’t have to put customers on hold to get a solution for their problems and saves them from the embarrassment of asking their colleagues for answers.

As a result, your agents will feel confident in their jobs, and customers will be more satisfied (due to timely and appropriate resolution).

However, call whisper when combined with call monitoring, and call barging can further enhance your call center coaching efforts. Here’s how:

What are the benefits of call whispering?

When choosing a VoIP system, ensure that it has a call whisper feature. Here’s why:

What will be the Future of call whispering

According to The Economist, artificial intelligence (AI) and machine learning (ML) will be increasingly deployed in the call center environment to learn from humans how to handle complex incoming call.

Over time, AI and ML will get better and make human agents more efficient by quickly analyzing similar past interactions and call whisper it to agents’ screens.

The primary benefit of implementing AI in call whisper is that it is cost-effective and works faster than humans. Besides, it will free up the manager’s time that they would spend listening to agents’ calls.

Why CallHippo is the Best Call Whisper Software For You?

Final thoughts

Call whispering can help you boost your agents’ performance and customer satisfaction. Ask your VoIP if they have the call whisper feature. If not, consider choosing a provider that offers a call whisper.

Have you tried to call whisper messages? How does it help your contact center? Let us know in the comments.

 

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