Whispering Call
Speak discreetly to your agents during a call without the caller knowing. Take the opportunity to assist or train them in real-life situations.
Discreet assistance during calls
Call Whispering, also known as blowing, coaching or call whispering, is a powerful feature that enables supervisors to communicate discreetly with their agents during calls without the callers noticing, or to participate in the conversation in conference mode.
Intervene quickly at any time
With just a few clicks, supervisors can easily listen in on the call without the agent or caller being aware of it, intervene at the right moment to guide the agent and participate in the exchange.
Support your agents live
Agents can get instant advice from supervisors during their calls. Support your staff by providing a missing piece of information or an omitted argument to improve your services and increase your sales results.
Real-life training
Supervisors can coach their agents in real time, offering continuous learning and rapid improvement of skills in real-life situations. If necessary, take control of the conversation.
"Kavkom has been the perfect answer to our business telephony needs. Their simple, reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction."
Ben Cauchois
VP Sales & Operations @ SEIZA
Outstanding communication quality
To reach its objectives and achieve exceptional performance, the use of the predictive dialer led to an increase in the number of candidates contacted. What’s more, thanks to Kavkom’s telephony solutions, waiting times have been considerably reduced, enabling calls to be handled more quickly. In addition, dunning times were reduced by 40%, improving the overall management of the recruitment process by making it more efficient.
Frequently asked questions
What is a call whisper message?
Originally, call whispering referred to an audible message reserved for the agent on the call, whether a customer or a prospect. Triggered by an incoming call from this caller, this message provides the agent with crucial information, including past interactions, the marketing campaign recently consulted by the caller, and the nature of the call.
What is whispering in a call center?
In a call center context, the term “whisper” is commonly associated with a training tool. When an agent is communicating with a customer or prospect, an experienced colleague, trainer or supervisor can discreetly join the call. The caller is unaware of the presence of this third person, as no notification is sent to him/her and he/she does not hear what this additional person is saying. The primary objective of this function is to enable the agent to benefit from real-time advice, thus improving his or her call management and, consequently, refining overall performance (quality of communication, active listening, compliance with procedures, etc.).
What is the whisper function?
The call whispering function is an integrated feature of professional telephone systems.
Whispering features allow supervisors or trainers to discreetly join calls between agents and customers. The term “whisper” refers to this discretion, as supervisors or trainers can provide real-time advice to the agent without the customer hearing it. What’s more, the supervisor can log in and actively participate in the call, almost like a conference call.
This function is particularly useful when the agent is a novice and needs assistance to provide complete information and present the most relevant arguments.
What are the advantages of call whispering?
The whispering or discreet intervention system offers companies a number of considerable advantages:
- Real-time training: For agents, telephone scripts are a great help, but they don’t always cover every situation. Whispering (discreet intervention) solves this problem by providing instant feedback for improved interactions.
- More effective coaching: Whispering is a common practice in call centers, making it easier to coach call center agents. It’s essential, especially with double-listening.
- Confidentiality: Discreet intervention enables supervisors to pass on sensitive information to employees without the caller being able to hear it.
- Collaboration: This feature facilitates communication between agents, enabling rapid, discreet exchanges, ideal for complex situations.
However, it should be noted that the abuse of whispering can cause inconvenience, such as customer frustration if the other person doesn’t seem 100% focused on the problem. It is therefore crucial to use it with discretion to maintain its effectiveness.
Integrated with your favorite applications.
Kavkom enriches your experience by providing an integration ecosystem that seamlessly optimizes all your core functions and processes.
Zapier
Zoho
Chrome
Fireberry
HubSpot
Pipedrive
Salesforce
Enjoy call whispering with Kavkom
Use the call whisper feature with Kavkom and support your agents live.
Customer service and after-sales support are exceptional. Their treatment efficiency is remarkable, with a score of 5 out of 5. The staff are friendly, quick and above all very efficient.
With Kavkom, a high-quality professional VoIP switchboard, I was pleasantly surprised by its practical options and Brayan’s support. Flexible account management and a wide choice of low-cost destinations. Congratulations to the Kavkom team for their excellent work!
Convincing demonstration, subscription to VoIP telephony for business. Complete product, customizable, responsive. Satisfied with the result.
