Call Whispering
Coach Agents & Improve Service Quality With Live Call Whispering
Leverage KrispCall’s Call Whispering to gain insights into the caller’s details and motives during live calls without direct interaction with them. Coach your call agents to answer the queries precisely in real-time and enhance customer service, keeping the callers unaware of this guidance.
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How to Whisper in Live Phone Calls on KrispCall?
From the KrispCall’s dashboard, click on Live Calls, select a call you’d like to participate in, and finally tap on the “🎧 Coach” option. You will then be asked if you’d like to Notify agent & whisper. Click on Yes and then on Whisper. Or you can just follow the simplified steps below.
Log into your KrispCall and open its dashboard.
Click on the Live Calls.
Choose the agent you want to coach and click on the “🎧 Coach” button.
You’ll then be asked if you’d like to Notify agent & whisper. Click on the Yes button.
Now, click on the Whisper button. After that, you can whisper directly to your agents.
What is Call Whisper?
Call Whisper is a feature that enables supervisors or experts to hear the callers during live calls and guide the call agents with verbal advice to respond to the queries effectively, with the caller only hearing the representative on the other end. It is a win-win feature for customer service, sales, and support teams.
Call Whisper not only enhances customer satisfaction but also helps supervisors monitor the agent’s performance over calls, ensuring customer service standards are consistently met. Additionally, it works as a practical training method for newly hired employees, allowing them to learn directly from live calls.
How Does Call Whispering Work?
Call Whispering works as a bridge between live customer interaction and silent support teams, audible only to agents, enabling real-time, invisible assistance. A manager can monitor the list of active calls on the dashboard and can choose the one they want to supervise. They can then request to listen in, whisper the advice, and coach the agents handling these calls.
Meanwhile, an agent receives a notification on their screen indicating they are being coached. They get the necessary guidance to seamlessly resolve the caller’s issue, while the customer remains unaware of the third party’s presence.
Call Whispering Vs Call Monitoring : The Differences
Call Whispering |
Call Monitoring |
|---|---|
Call Whispering allows supervisors to listen to live calls and provide verbal feedback to agents in real time. |
Call monitoring enables supervisors to listen to live calls but cannot coach them during the calls. |
Call whispering is used for real-time coaching and assistance. |
Call monitoring is used for quality assurance and future training. |
The agent will be aware of call whispering while the callers will remain unaware. |
The agent might or might not be aware of call monitoring but the callers will remain unaware. |
Instant feedback is provided during live calls. |
Feedback is provided after the call has ended. |
Call whispering primarily focuses on enhancing the customer experience and better call management. |
Call monitoring aims to evaluate the agent’s performance. |
Benefits of Using Call Whispering In A Call Center
Using Call Whispering For Call Center Coaching : Best Practices
Call whispering for call center coaching is a powerful tool for better call handling and providing excellent customer service.
Give constructive feedbacks
Clear and direct guidance
Train the supervisors or managers
Monitor and analyze the effectiveness
More Features like Call Whispering
Call Listening
Boost the quality of your business calls & gain valuable insights into agent performance by listening to live calls.
Call Barging
Join an active phone call to monitor the performance of the agent, help them if needed, or take over the call entirely.
Call Notes
Improve teamwork, reduce confusion, share information, and improve clients' communication with call notes.
Frequently Asked Questions
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Call whispering in a call center is a feature that enables managers or supervisors to monitor a live call and provide necessary coaching in a real-time without the caller being aware of it. Only the agent will be able to hear the voice of a coach, not the callers.
Agent whisper is a powerful communication feature that allows supervisors or other agents to join the live chat and guide the representative in time of need.
Yes, call whisper is legal. Call whisper is mainly used by customer service, or support teams to provide quick and precise answers to customer queries. This approach does not harm any customer rather it boosts the customer experience.
The benefits of call whispering for customer support professionals are:
- Customer support professionals can resolve customer issues quickly with real-time guidance from experts and provide better customer service.
- Call whispering monitors the customer service representative’s performance during live calls, providing valuable insights that can be used for future training and enhancing performance.
- Guiding the agents in real-time to solve customer queries promptly reduces the need to escalate calls to other experts.
The benefits of call whispering for sales professionals are:
- Real-time guidance during a sales call helps sales professionals improve their pitch, overcome objections, and sharpen their sales techniques.
- Sales professionals can provide accurate information about their products to customers under expert guidance and improve conversion rates.
- Realizing they can have immediate help from their seniors during difficulties can make them more confident resulting in better sales conversations.
- Supervisors can monitor the performance of the sales team and train them accordingly to boost sales.
The disadvantages of call whispering are:
- Call whispering makes agents depend on their supervisors and managers, reducing their capabilities to handle the calls independently.
- It disturbs the privacy of agents, making them realize that they are consistently monitored by their supervisors.
- Some agents may feel anxious knowing their managers are monitoring them, lowering their confidence.
- Constantly coaching from seniors can create distractions among some agents, affecting their call-handling abilities negatively.
Call whispering improves agents’ performance in a call center by allowing real-time verbal guidance from managers or experts to agents during live calls. This approach enables supervisors to monitor and evaluate the agent’s performance and offer them personalized training to enhance their performance. It will also boost the confidence of the agent.
You can set up a call whispering feature on KrispCall for free. It’s included in KrispCall’s cloud-based phone system, starting with the basic pricing plan. However, you will be charged a very negligible amount (termed as Conference Charge) whenever you whisper on a live call.
