Call Whispering : How and Why Use it in a Contact Center?

Regardless of the nature of contact center campaigns, all agents must go through a training and adaptation phase in order to become acquainted with the company’s norms. As a decision-maker and owner, you must review the success of new employees under your supervision on a regular basis and offer them the necessary assistance, resources, tools, and training.

As a general rule, learning on the job in real-world situations is always far more successful. However, when it comes to customer service or sales departments that are using advanced contact center software to receive or make calls all day, you can’t afford to make mistakes or you’ll lose a prospect or a client. So, for people who are new to one of these sectors, there is a feature called whispering, a tool that can be described as discreet listening that might modify the way they are trained.

In this article, we will explain what call whispering is and how its advantages may affect your contact center’s productivity and efficiency.

Call Whispering is a tool that can be incorporated in virtual switchboards or contact center software that allows managers and supervisors to be just partially present during a live call with a client. Call Whispering is also referred to as discreet listening in some circles.

Its functioning is incredibly straightforward and easy to comprehend. Consider the scenario in which a new agent receives a phone call. Call whispering allows your supervisor to take on the mantle of a “trainer”, in order to participate in a call without the client being aware of their presence. In that aspect, the supervisor will be able to more readily assist the new agent in the event of an overlook or a challenging phone conversation.

Call whispering has the following business applications:

• Sales teams: The automated call whisper feature can prompt salespeople to upsell a product, propose a service, or ask inquiries tailored to the caller’s locale or reason for calling.
• Help desk and customer service agents: Call whisper reminds agents to collect important information from callers through on-screen prompts and gives extra aid to agents coping with problematic callers.
• Staff training and onboarding: Call whisper may be used by any organization to teach or advise personnel on how to effectively answer and respond to diverse calls.

With Call Whispering supervisors will be able to oversee the calls that may be defined in conjunction with your telephony solution provider when setting your contact center software solution. This will allow you and your supervisors to have a global perspective of what is occurring at the level of call transmission and receipt.

Also, there is nothing more effective than call whispering when it comes to improving your call handling abilities. Agents in training can be corrected on how to convey the message in a manner that is consistent with your company’s brand image through this “live” coaching method.

Because the information received and the manner in which it is provided is the same for each contact, you can be confident that supervisors will avoid misunderstandings and will be able to deal with problems in the proper manner. Remember that consistency in communication is extremely important for maintaining a good relationship with your customers.

In addition to the ability to see the progress of the calls, call whispering provides the option of being disabled in the middle of a call if necessary. The objective is to be able to intervene in sensitive or stressful circumstances when the need arises.

The call whispering function might be advantageous to your contact center especially if you are either focused on the customer service department, your sales department, or both. Many advantages may be gained by including this functionality into your agent teams, including the following:

Effective Call Center Training

The call whispering functionality is made up of three modes that allow you to regulate the conversations and messages that are conveyed. These functions employ eavesdropping for a variety of objectives, including information collection and training.

Call Recording

This option allows you to interfere in a call, whether or not the presence of the supervisor is communicated to the person on the other end of the line (everything depends on the type of intervention). The supervisor can use this mode to assist the agent in making decisions, completing information, and so on.

Many VoIP systems feature basic call screening and management options. However, to use the call whisper, monitoring, and barge capabilities, you may need to upgrade to a higher-tier plan.

If your contact center does not require extensive capabilities, try one of the options for coaching your employees, collecting consumer information, and improving call experiences. Options like an automated receptionist. Although simple systems lack call whisper, they do feature call filtering and routing options. Call routing rules can be configured by small business owners and sales or customer service managers to guide consumers to the most appropriate agents.

On the other hand, even if your call center CRM does not link with your phone system, you may gain insights from client calls. Employees at contact centers that use a cloud-based CRM may pull up customer data on the screen and check caller information. Additionally, your team members may be reminded to ask certain questions during the next call by leaving notes in the system. A CRM, while not as efficient as an integrated system with call whispering, centralizes customer data for better customer experiences.

Don’t forget to collect more client information by emailing or messaging them following a phone call, and include an embedded link to a survey or online rating tool. Your survey can offer a variety of questions, such as where the caller heard about your product and service or enquiring about their preferences and general customer happiness. It’s less effective than monitoring and recording calls since it’s more difficult to pinpoint the precise time a call went bad.

There is one flaw in call whispering coaching. It can only be used if someone else is doing the whispering. In other words, supervisors can only listen in on so many calls at a contact center with many teams or agents. Indeed, supervisors are human and their knowledge or experience may be wasted on the wrong calls because they can be listening to the wrong one at the wrong moment. This means that both the caller and the agent miss out on an opportunity or can create bigger problems for your customer experience.

As a supervisor who whispers, you’re using your experiences to mentally match events that may emerge during the conversation with the appropriate reactions and approaches. Because of the numerous mistakes they’ve made throughout the course of their careers, they’re able to spot these situations and promptly provide solutions.

That’s where, Artificial intelligence (AI) comes in, by giving the possibility to augment rather than replace human skills. Call Whispering in the near future will use AI to spot patterns and offer answers to those patterns. However, there is a distinction: During a conversation, every agent can have an AI coach whispering in their ears or displaying important facts on their screens.

Another advantage of employing AI for whispering is that it can collect data much faster than a manager by being there on every call. In contrast to a manager, AI can learn from all of the calls at once, allowing it to draw conclusions and give suggestions faster than a human can. To put it another way, AI-enhanced whisper coaching can help supervisors pick up new skills more quickly.

Your contact center will be able to boost customer satisfaction with call whispering since if there are two persons (agent and supervisor) thinking about a customer’s request, the solution will be provided much more swiftly. In the contact center world, this is what every client is seeking.

Calls can be stressful, and each call is unique. Customer happiness is determined by your agent’s words, tone, and actions. Whispering is a function that benefits both businesses and agents, as well as your customers. Call whispering can help firms shorten sales cycles, raise sign-up rates, and improve their reputation.

Your objective is also to make your agents as pleased and confident as possible. Furthermore, it will assist you in retaining your personnel while enhancing their performance. In the end, it is your consumers who will benefit from a high-end customer experience on every call.

As a leader in telecommunications and CCaaS, NobelBiz offers a complete set of contact center solutions all over the world. Our long experience allows us to understand what is at stake for decision-makers and call center owners when it comes to keeping performances and ensuring business success.

When it comes to performance NobelBiz Omni + is a Cloud Contact Center Solution that enhances agents by giving them the ability to seamlessly and easily use all communication channels. And also empowering your manager with our supervisor dashboard that allows for accurate Call Whispering and perfect monitoring of your performances.

Our telecommunication solution NobelBiz Voice Carrier is purposefully built for contact centers and has tools to increase performances by offering a high level of adapatability and scalibility.