Call whisper is a feature commonly used in contact centers and call center environments, especially during phone conversations between customer service representatives (CSRs) and customers. Call whisper is a form of real-time audio coaching or assistance provided to the CSR by a supervisor or manager without the customer hearing the conversation.
Here’s what call whisper in the contact center is typically used for:
Monitoring: A supervisor or manager actively listens to a live call between a CSR and a customer. This monitoring can be done through call recording and live listening features of call center software.
Whispering: If the supervisor deems it necessary to provide guidance, instructions, or information to the CSR during the call, they can use the call whisper feature. The supervisor speaks directly to the CSR through a headset or communication tool, but the customer on the other end of the call cannot hear this communication.
Coaching and Support: The supervisor can offer real-time advice, suggestions, or additional information to assist the CSR in handling the call more effectively. This guidance can be related to compliance, script adherence, resolving customer issues, or any other aspect of the interaction.
Enhancing CSR Performance: Call whisper is an essential tool for training, coaching, and ensuring quality control in contact centers. It allows supervisors to offer immediate support and correction to agents while they are engaged with customers, contributing to improved agent performance and customer satisfaction.
Discretion: The customer’s experience is not disrupted by the supervisor’s input, ensuring a seamless and professional interaction. Call whisper ensures that the customer perceives the CSR as knowledgeable and capable.
Call whisper is just one of the features within LiveVox’s call center suite of tools aimed at improving customer service quality and agent performance. It helps maintain high standards of service delivery, ensures compliance with company policies and industry regulations, and provides valuable opportunities for ongoing agent training and development.
More Call Whipsper Resources for Call and Contact Centers
Call Barging: What Is It and Why Should You Use It? | LiveVox
Picture a struggling agent. Without call barging, and without standing right next to that agent, their manager isn’t able to offer constructive help to solve the problem.
But with a tool like call barging in your call center software toolbox, you could step in–anytime, anywhere–to assist the agent and customer.
Screen Barging Definition & Free Call Center Resources (livevox.com)
Screen capture software takes a digital recording of what’s happening on a computer screen through a series of fast-moving screenshots, ideally as many as 60 frames per second. A call recording solution may also capture audio, which is useful for gathering context on what’s happening as the user navigates around the screen.
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