Whisper is a call center feature that allows a supervisor or manager to speak privately to a customer service representative during an ongoing call, without the customer hearing. The supervisor can provide guidance, advice, or information to the representative, helping them to handle the call more effectively.
Whisper is particularly useful for new or inexperienced representatives who may need guidance during a call, or for representatives who are handling complex or difficult customer interactions. By providing real-time feedback and coaching, the supervisor can help the representative to resolve the customer’s issue more quickly and effectively.
During a whisper session, the supervisor’s voice is typically played through the representative’s headset, but not through the customer’s. The customer is usually not aware that the supervisor is providing guidance to the representative. However, some call center software systems may provide a notification to the representative when a whisper session is initiated.
Overall, whisper is a useful tool for call center managers who want to provide real-time coaching and support to their representatives, helping them to improve their skills and deliver better customer service.
