{"id":14518,"date":"2021-01-14T15:12:24","date_gmt":"2021-01-14T15:12:24","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=14518"},"modified":"2026-04-06T08:59:26","modified_gmt":"2026-04-06T08:59:26","slug":"all-about-call-whispering","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/all-about-call-whispering\/","title":{"rendered":"Everything you Need to Know About Call Whispering"},"content":{"rendered":"

\u201cThe first step in exceeding your customer\u2019s expectations is to know those expectations.\u201d\u00a0\u2013Roy H. Williams, Author and founder of the Wizard Academy Institute.<\/i><\/p><\/blockquote>\n

As per a\u00a0Walker\u00a0study<\/a>, customer experience will overtake product and price as the key differentiator at the end of 2020.<\/p>\n

Businesses, even after understanding the value of customer expectations, often fail to build on them. Making that extra effort to know your audience better can make all the difference to sales, revenues, profitability, and more importantly, consumer loyalty.<\/p>\n

However, this is easier said than done, as one has to build buyers\u2019 personas, follow them closely, gather feedback, and stay connected. Even if you stay ahead on all these fronts, ensuring that these insights reach all your\u00a0customer handling\u00a0agents\u00a0is a challenge.<\/p>\n

Thankfully, modern call centre solutions solve this problem. With the right kind of features, agents are to be able to deliver the highest levels of\u00a0customer satisfaction.<\/p>\n

One such tool is calling whispering. It is a powerful\u00a0cloud telephony feature<\/a>\u00a0that aids agents in delivering satisfactory support, improves team performance and enhances business reputation.<\/p>\n

But before you start looking for a solution that offers this feature, it is important to dive deep and understand the value it can add to your business.<\/p>\n

So, let\u2019s take a closer look.<\/p>\n

What is Call Whispering?<\/b><\/h2>\n

Essentially, call whispering is a feature that lets your managers monitor call center agents as they converse with callers. With this tool, managers are able to do two things\u2013\u2013firstly, track the performance of experienced agents; and secondly, they can coach and assist new recruits.<\/p>\n

The best part? Only the agents hear the whisper and the callers never come to know anything about it.<\/p>\n

Apart from supporting agents while handling customers, the whisper feature can also be used to brief agents before they get into support calls. This will equip them with important customer information and help them stay a step ahead.<\/p>\n

For callers, this means quick query resolution and higher satisfaction without the hassles of repetitive questions and the friction of the process.<\/p>\n

How does Call Whispering Work along with other Call Centre Features?<\/b><\/h2>\n

According to a study by\u00a0Harvard Business Review<\/a>, employee performance greatly depends on their satisfaction levels. Satisfied people showed 16% better performance as compared to those who are dissatisfied. Further, they also demonstrated an impressive 32% increase in commitment levels and were 125% less likely to experience burnout.<\/p>\n

When it comes to increasing agent satisfaction, everything boils down to excellent training. Call whispering serves as a reliable tool that increases their confidence and job satisfaction levels, and the results reflect in their performance. Here are some ways you can use this feature as an element of\u00a0customer support best practices,\u00a0<\/b>hence\u00a0boosting customer experience\u00a0and overall satisfaction.<\/p>\n