That's where call whisper comes in. This feature gives agents live coaching and backup so they can work through hard conversations without letting service quality slip.
Below, we cover what call whisper is, how it works and why it's good for businesses, agents and customers. We'll also look at how it fits alongside other contact centre tools and how to build it into your operations to get the most from it.
Call Whisper in a Nutshell
Call whisper is a phone system feature that lets a supervisor speak to an agent in the middle of a live call while the customer hears nothing. Traditional call monitoring only lets a supervisor listen. Call whisper goes further, allowing private coaching as the call happens. A supervisor can pass along tips, explain a procedure or walk the agent through a problem, which keeps the conversation smooth and leads to better results.
Where Call Whisper Makes a Difference
Call whisper can lift contact centre performance in many situations:
1. Sales coaching
Newer sales reps can be coached live to get past objections, close sales and sharpen their pitch. A manager might, for instance, help an agent respond to a hesitant customer or point out a chance to upsell.
2. Technical support
Agents working through complicated technical problems can get help on the spot, so the customer gets the right answer.
3. Handling a crisis
In tense moments, supervisors can talk agents through how to calm things down or handle a sensitive situation with care.
4. Building skills
Instant feedback helps agents polish their skills, stick to best practices and give better service.
5. Staying compliant
Supervisors can make sure agents follow company policies and industry rules, which matters most in regulated fields such as healthcare or financial services.
The Call Whisper Process, Step by Step
Call whisper usually follows five steps:
- The call comes in: a customer calls and the system routes them to an agent.
- The agent connects: the agent starts talking with the customer while the supervisor can listen silently.
- The supervisor monitors: the supervisor assesses how the conversation is going as it happens.
- The supervisor whispers: when needed, the supervisor turns on call whisper and gives the agent private guidance.
- Feedback follows: the supervisor can keep listening and give more coaching once the call is over.
Who Gains from Call Whisper
Supervisors
- Live coaching: step in with help while the call is still happening.
- Better calls: improve how calls are handled and how often they're resolved.
- Growing the team: see where skills are missing and give focused feedback.
- Keeping things compliant: make sure agents follow legal requirements and company guidelines.
Agents
- More confidence: get help when a conversation gets tricky.
- Faster learning: pick up skills quickly through coaching on the job.
- Better results: close more sales and keep more customers satisfied.
Should Your Business Use Call Whisper?
When live conversations with customers are central to your business, call whisper can be extremely valuable. Letting supervisors coach agents as calls happen helps you keep service standards high, cut down on mistakes and leave customers happier.
Thinking about adding call whisper to your contact centre? RBI Cloud Connect provides a range of cloud-based solutions built to improve your customer experience and simplify operations. We'd be glad to show you what call whisper and our other advanced contact centre tools can do for your business.
Frequently asked questions
Can the customer hear the supervisor during call whisper?
No. Call whisper lets the supervisor speak only to the agent during a live call, so the customer does not hear the coaching.
How is call whisper different from regular call monitoring?
Traditional call monitoring is passive listening. Call whisper lets the supervisor give private, real-time coaching to the agent while the call is in progress.
