Call Whisper
7 min
Overview
Call Whispering, or whisper coaching, is a feature that allows a supervisor to speak directly to an agent during a live call without the customer hearing. This tool is invaluable for providing real-time guidance, feedback, and support to agents while they are actively engaged with a customer.
How It Works
A supervisor starts by silently monitoring a live call. If they identify a coaching opportunity, they can activate the whisper function. This opens a one-way audio channel to the agent. The supervisor can provide suggestions or instructions that only the agent can hear, while the conversation between the agent and customer continues uninterrupted.
Prerequisites
- The user must have supervisor-level permissions.
- The agent must be on a live call.
Configuration Steps
- Using Call Whisper (Supervisor):
- Location: Supervisor > Monitor > Live Monitoring
- Action:
- In the Voice tab, find the agent on a live call you wish to coach.
- First, click the Listen icon to silently monitor the call.
- While listening, the option to Whisper becomes available. Click the Whisper icon to speak directly to the agent.
Use Cases
- New Agent Onboarding: A supervisor whispers tips and reminders to a new hire during their first few live calls.
- Complex Processes: A supervisor whispers step-by-step instructions to an agent who is handling an unfamiliar or complicated procedure.
- Sales Coaching: A sales manager whispers advice on how to handle an objection or suggests a cross-sell opportunity to an agent.
Benefits
- Real-time Agent Development: Facilitates on-the-spot training, accelerating agent learning and performance improvement.
- Improved First-Call Resolution: Allows agents to get immediate help to resolve issues correctly the first time.
- Boosts Agent Confidence: Provides a safety net for agents, knowing that a supervisor can assist them discreetly if they encounter difficulties.
Limitations
- The agent must be able to listen to the supervisor's whisper while simultaneously paying attention to the customer, which can be challenging.
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