What is Call Whispering?
Call Whispering is a business phone feature that helps experts guide customer representatives during live calls.
Call Whispering allows them to provide live silent coaching to the customer support team without the client ever knowing. This feature is essential for improving agent performance, customer satisfaction, and call handling with professionalism.
How Does Vitel Global Call Whispering Work?
With Vitel Global's Call Whispering, experts can effortlessly join ongoing calls and offer live advice.
Monitor Live Calls
Experts can listen to ongoing active calls from their dashboard.
Real-Time Guidance
If necessary, they can discreetly whisper advice or instructions directly to the agent. This helps to navigate complex queries or difficult customers.
Call Performance
This immediate feedback procedure allows representatives to adjust their approach leading to better call outcomes.
Call Whispering vs. Call Monitoring vs. Call Barging
Call Whispering
Allows to guide customer representatives during a call without the customer’s knowledge and offers real-time coaching to improve call outcomes.
Call Monitoring
It involves listening to live calls without interaction primarily used for performance assessment and feedback.
Call Barging
Enables supervisors to join a call and interact with both the agent and the customer, often used to handle escalations.
Each feature serves a distinct purpose, but Call Whispering is particularly valuable for on-the-spot training and support.
Benefits of Vitel Global Call Whispering
Real-Time Agent Coaching
Equip your agents with the tools and knowledge they need to succeed during live calls, leading to better customer interactions.
Enhanced Customer Satisfaction
Immediate guidance helps resolve issues faster, improving the overall customer experience.
Improved Agent Training
Use real calls as training opportunities, allowing new agents to learn on the job with the support of experienced supervisors.
Reduced Call Escalations
Address potential issues before they escalate, minimizing the need for higher-level interventions.
Boosted Agent Confidence
Knowing that support is readily available during challenging calls helps agents feel more secure and perform better.
Consistent Service Quality
Ensure all agents adhere to company standards, providing consistent and reliable service across all customer interactions.
Real-World Applications of Vitel Global Call Whispering
New Agent Training
Train new hires providing real-time coaching and feedback during their early calls.
Managing Complex Queries
Assist the customer support executive with difficult customer queries or technical issues without interrupting the ongoing conversation.
Quality Assurance
Maintain high standards during every call by offering live coaching and corrections to the support team.
Additional Features Offered by Vitel Global
Vitel Global offers a wide range of business phone features to enhance your business phone systems and call management processes In addition to Call Whispering.
Ensure agents can stay connected and responsive no matter where they are by redirecting calls to any number or device.
Enable multiple parties to join a single call. Collaborate easily with team members in a conversation.
Automate the call handling process through self-selection call routing options without needing live agent assistance.
Transfer calls to the relevant team members or departments which helps in managing customer inquiries efficiently.
Place the incoming calls in a queue to address the huge call volumes efficiently and in an organized manner.
Get the ability to record business calls for future assessment and training purposes.
Best Practices for Call Whispering
Provide Productive Feedback
Guide your customer executive towards better performance with productive feedback.
Clear and Concise Resolution
Ensure that your explanations are easy to understand for the representatives and can be implemented instantly.
Monitor Efficacy
Review the impact of your sessions on agent performance and customer satisfaction to strategize your approach.
Frequently Asked Questions
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What is Vitel Global Call Whispering?
The Vitel Global Call Whispering feature allows experts to provide live coaching to agents during ongoing calls without the customer knowing.
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How does “Vitel Global Call Whispering” work?
Supervisors can listen in on live calls and whisper guidance or instructions to the agent, helping them handle the call more effectively.
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How do I set up a “Call Whispering” in Vitel Global?
You can access the Call Whispering feature from the Call Monitoring option from the Vitel Global App dashboard. Select the live call, and begin whispering to the agent.
Alternatively, you can contact our customer support for any assistance.
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What are the key functions of “Call Whispering, Call Monitoring, and Call Barging”?
The “Call Whispering” feature is used to coach the customer executive live during ongoing calls.
“Call Monitoring” helps in listening to the ongoing conversation without getting involved.
On the other hand “Call Barging” is used for taking over a call from any representative for a better client query resolution
All these features combined help to provide better professional customer support.
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How much does It cost to implement “Call Whispering” in Vitel Global?
Vitel Global provides personalized business phone plans to meet your unique business requirements.
Contact us now for pricing details and setup.
