What is Call Whisper?

Call whisper is a telecommunication feature used predominantly in call centers and customer service environments to enhance call handling and agent performance. It involves playing a brief, automated message to the call recipient (usually an agent or representative) before connecting them to the caller. This message, or "whisper," provides context or information about the incoming call, allowing the agent to be better prepared for the interaction.

How Call Whisper Works

1. Call Initiation

When a call is received, the call whisper system intercepts it before it is routed to the agent. The caller remains unaware of this process and typically hears standard hold music or a greeting message.

2. Whisper Message

The system plays a pre-recorded or dynamically generated message to the agent. This whisper message can contain various types of information, such as:

• The caller's name or account details.
• The reason for the call (e.g., a support ticket, sales inquiry).
• Specific instructions or reminders for the agent.
• Context from previous interactions with the caller.

3. Call Connection

After the whisper message is played, the call is connected to the agent, who is now better informed and prepared to handle the conversation effectively. The caller is unaware that the agent received any additional information.

 

Benefits of Call Whisper

Enhanced Agent Preparedness

One of the primary benefits of call whisper is that it equips agents with essential information before they engage with the caller. This reduces the need for the caller to repeat information and allows the agent to provide more efficient and personalized service.

Improved Customer Experience

By reducing call handling times and enhancing the quality of interactions, call whisper can significantly improve the overall customer experience. Callers are likely to feel more valued and understood when agents can address their needs promptly and accurately.

Increased First Call Resolution

With more context and relevant information at their disposal, agents are better positioned to resolve issues during the first interaction. This can lead to higher first call resolution (FCR) rates, reducing the need for follow-up calls and improving customer satisfaction.

Streamlined Call Handling

Call whisper helps streamline the call handling process by providing agents with immediate access to critical information. This can be particularly useful in busy call centers where agents handle a high volume of calls and need to maintain efficiency.

Training and Performance Improvement

Call whisper can also be used as a training tool to provide agents with reminders and tips for handling specific types of calls. This can help improve agent performance and ensure consistent service quality across the team.

Types of Call Whisper Messages

Pre-recorded call whisper messages are commonly used in scenarios where the information needed by the agent is consistent and predictable. These messages can be easily created and managed, making them a cost-effective solution for many businesses. Dynamic call whisper messages are generated in real-time based on specific data or criteria. These messages can be more complex and tailored to the individual caller's situation, providing agents with highly relevant and up-to-date information. Many call whisper systems offer the ability to customize messages based on various factors, such as the caller's language preference, the nature of their inquiry, or their previous interactions with the company. This level of customization can further enhance the effectiveness of call whisper.

Use Cases for Call Whisper

Customer Support

In customer support environments, call whisper can provide agents with information about the caller's account, recent support tickets, or common issues related to their inquiry. This allows agents to address the caller's needs more quickly and accurately.

Sales and Marketing

For sales teams, call whisper can deliver insights about the caller's previous interactions with the company, their purchase history, or specific products they have shown interest in. This enables sales representatives to tailor their pitch and increase the likelihood of a successful sale.

Technical Support

In technical support scenarios, call whisper can provide agents with details about the caller's device, software version, or recent troubleshooting steps. This helps agents diagnose and resolve technical issues more efficiently.

Collections and Billing

Call whisper can be used in collections and billing departments to provide agents with information about the caller's payment history, outstanding balances, or previous communications regarding their account. This enables agents to handle billing inquiries and collections calls more effectively.

 

Conclusion

Call whisper is a powerful tool that can significantly enhance call handling and agent performance in various business environments. By providing agents with critical information before they engage with callers, call whisper helps improve customer experience, increase first call resolution rates, and streamline call handling processes.

If you're looking for a platform to use call whisper, manage your call center agents, phone numbers, customer service metrics, and call routing rules, consider the AVOXI platform. Setting up your virtual contact center is quick, easy, and affordable with AVOXI. Get your demo of the top contact center platform for global business!