Call Whisper

What is a call whisper?

Call whisper is a feature in communication systems that allows a supervisor to speak directly to a call agent during a live call without the customer being aware. This phone tool is integral for providing real-time assistance, guidance, or feedback to agents, gradually improving the quality of customer service.

A phone call whisper functions as an invisible line of communication between supervisors and agents. It’s particularly useful for training purposes, onboarding new staff, or managing complex customer interactions. By facilitating immediate support and advice, this feature helps maintain high standards of customer engagement without interrupting the flow of the conversation. This tool proves invaluable in nurturing agent skills and ensuring consistent quality in customer interactions.

Maximizing productivity with the call whisper feature

The call whisper service addresses several key tasks in customer service and agent training:

• Real-time coaching for agents during calls
• Immediate, discreet feedback to agents
• Support for new agents in complex interactions
• Monitoring and maintaining call quality and agent performance
• Guiding agents in scripted or compliance-focused conversations
• Improving training with live, practical scenarios
• Quick intervention in critical customer service situations
• Ensuring consistent adherence to service standards and protocols during phone calls

How to set up the call whisper?

Whispering is a part of MightyCall’s monitoring feature set. Entering an ongoing call without the client knowing is easily accessible with MightyCall’s supervisor dashboard. Here are the steps to use the feature:

1. Open your MightyCall supervisor dashboard.
2. Select the call you want to enter.
3. Click on the whispering icon to join in and discreetly help the agent during the call.

How does a call whisper work?

The call whisper, meaning the distinct, step-by-step process in a call center setting, has the following functionality:

1. Initial contact: Upon a customer’s call, an interaction with the IVR system often occurs. This system routes the call based on the customer’s input and other factors.
2. Agent selection: The system assigns the phone call to a suitable agent following the call flow chart made by considering factors such as the agent’s area of expertise, current tasks, and past performance in similar situations.
3. Agent briefing: As the call connects to the agent, they see the information known about the customer if they have already contacted the call center and their IVR choices. This provides important information about the customer and the call’s context, preparing the agent for the conversation.
4. Supervisory support: If needed, a supervisor can use this feature to offer real-time advice to the agent during the call. This interaction is invisible to the customer, maintaining a smooth conversation flow.
5. Post-call actions: After the call, the agent updates the customer’s details or notes in the CRM system, ensuring accurate record-keeping and continuity in service.

Types of call whisper

Automated

Automated call whisper uses AI and pre-recorded messages to provide agents with the necessary information. Before the agent connects with the customer, they receive automated cues or tips based on the customer’s history or the nature of the inquiry. This method is particularly useful for routine calls in whisper mode or for providing standardized information.

Live

The live call whisper involves a supervisor listening in on a live call and offering real-time guidance to the agent. The supervisor can offer suggestions or instructions to the agent, aiding in complex situations or training scenarios, without the customer being aware of this third-party presence.
At MightyCall, we specialize in the live call whisper method. This approach allows supervisors to directly and dynamically assist agents during calls, ensuring high-quality interactions and personalized support for both the agent and the customer. This hands-on approach is key to maintaining excellence in customer service and agent training.

What is a call whisper message?

A call whisper message is a specific, automated message or cue delivered to a call agent just before or during a customer call. It typically contains relevant information or guidance based on the customer’s history or query. This tool is integral, providing agents with context-sensitive support to enhance customer interactions.

Key components for call whispering messages

When developing a whisper message, it’s important to include information that aids the agent in delivering quality service:

• Phone number identification of the customer, including name and essential details
• Summary of past interactions or important notes
• The main purpose or subject of the customer’s call
• Specific alerts or guidelines related to the customer
• Relevant highlights from the customer’s account or transaction records
• Advised strategies or communication tips for the call

Incorporating these components helps agents provide well-informed and responsive service to each customer.

Benefits of call whispering

For managers:

1. Improved training and guidance: Real-time guidance without phone call interruption aids in practical call center agent training and skill building.
2. Consistent quality control: Ensures adherence to company standards in customer interactions, maintaining reliable service quality.
3. Quick resolution of issues: Facilitates immediate intervention in complex calls, resolving problems and reducing escalations.
4. Monitoring agent performance: Enables discreet assessment of agent performance, crucial for identifying training needs and recognizing good service.
5. Personalized advice for agents: Offers specific advice during calls, supporting individual agent development.
6. Informed team management: Utilizes insights from call monitoring for knowledgeable team and customer service management.
7. Real-time decision-making: Provides a platform for immediate managerial decisions during live customer interactions, enhancing overall response quality.
8. Continuous improvement: Helps in identifying areas of improvement in customer service strategies and agent handling techniques.

For agents:

1. Building agent confidence: Support during calls increases the confidence of agents, especially those new to the role.
2. Better customer interactions: Managerial advice during calls leads to improved handling of customer queries, increasing satisfaction and decreasing call duration.
3. Real-time learning experience: Immediate feedback during calls creates valuable learning opportunities beyond traditional training methods.
4. Reducing stress in high-pressure situations: Ensures support is available during challenging calls, reducing agent stress and keeping focus on customer service.
5. Encouraging adaptability: Promotes quick adaptation to different customer scenarios, aiding professional growth.
6. Stronger customer connections: Assists in managing customer conversations more effectively, placing names on the phone numbers.
7. Personalized customer service: Enables agents to provide more personalized and attentive service to customers, based on the real-time guidance received.
8. Increased job satisfaction: Reduces the feeling of isolation often experienced by call agents, leading to increased job satisfaction and lower turnover rates.

As part of a communication strategy, this feature significantly improves management oversight and enhances agent skills in customer service, contributing to better overall customer experiences.

Use cases

Communication between the call operator and their supervisor can be pivotal in addressing specific operational challenges and improving customer interactions in various industries. Here are key scenarios where this phone feature is particularly beneficial:

• Customer service centers: When handling complex customer issues or complaints, the feature allows supervisors to guide call center agents through the situation, aiding in effective problem resolution and improved customer satisfaction.
• Sales teams: In critical sales calls, managers can offer real-time tips or product information to agents, increasing the chances of successful transactions.
• Healthcare hotlines: In medical call centers, conveying vital patient information or medical guidelines to agents will become easier, ensuring accurate and sensitive call management.
• Technical support: Supervisors can give immediate technical advice or troubleshooting steps to agents, improving the resolution of technical issues.
• Emergency services: Whispering can be crucial in emergency response centers by providing agents with urgent procedural reminders or critical information, essential in high-pressure situations.

Call whispering vs. call tracking vs. call monitoring

To distinguish between call whisper, call tracking, and call monitoring, here’s a comparative overview:

This table shows the unique roles each feature plays in enhancing customer service and business operations. The discreet form of communication focuses on real-time agent assistance, call tracking on marketing and customer insights, and monitoring on quality evaluation and agent development.

Call whisper best practices

To effectively use the call whisper feature, consider these guidelines:

1. Discretion in guidance: Share advice or information with agents in a way that does not disrupt the conversation, maintaining a professional tone.
2. Relevant advice for each call: Provide guidance that is specific to the situation of each call, ensuring it is useful for the agent.
3. Training for supervisors: Equip supervisors with skills in both the technical aspects of this feature and in giving clear, supportive guidance.
4. Responsive environment: Enable agents to signal when they need help, fostering a supportive work environment.
5. Positive feedback focus: Emphasize constructive feedback that builds agent skills and confidence.
6. Use in real-time training: Apply this feature for immediate training purposes, especially beneficial for new agents or in complex calls, to reinforce learning.
7. Regular evaluation: Consistently assess how this feature is used and its impact, adjusting methods for continued improvement.

MightyCall’s commitment to advanced features

MightyCall offers a free trial and a variety of innovative features as part of its suite of call center solutions, demonstrating a strong commitment to advancing customer communication and business success. In addition, here are other key monitoring features available:

• Call Listening – in which a supervisor listens in on a live call without interfering, takes notes, and provides feedback later.
• Call Barging – in which a supervisor jumps into an on-going call to help a struggling agent and talks directly to the customer.
• Call Recording – this method does not involve real-time monitoring. Calls are recorded for review at a later time.
• Call Intercept – when the agent is disconnected from the call, and the supervisor takes over the conversation directly with the customer.

Begin your journey with advanced communication tools

Now that you understand what call whisper is, consider different softwares for your specific communication needs. It’s important to evaluate the range of available options. Among all, MightyCall is one of the most awarded services in its category on G2. It offers a combination of extensive internal settings and an intuitive interface, resulting in a balance of customization and ease of use. As you explore solutions, consider how these features align with your specific call center requirements and necessary communication tools.