Call Whisper, also commonly referred to as Call Screening, allows admins to advise their reps during a call without the client being able to hear it.
Whisper agents the correct on-brand language, relevant campaign tips and good practices to help them bring across a cohesive tone on every communication, thus achieving better results.
In addition to speaking to agents during customer interactions, call center managers can monitor calls in listen-only mode to see how coaching has improved agent performance. Or, in extreme circumstances, call center managers might want to “barge in” on agent-caller interactions, such as when customers get angry or begin to verbally abuse agents.
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