Whether Call Barging & Whisper Modes Are Required in Call Center

Whether Call Barging & Whisper Modes Are Required in Call Center

What is Call Barging and Call Whisper mode?

Call barging, also known as “monitoring” or “whisper coaching,” is a feature commonly used in call centers that allows a supervisor or manager to listen in on an ongoing call between an agent and a customer, without the customer being aware of the additional listener. The supervisor can then “barge in” on the call if they feel it is necessary to intervene or provide assistance to the agent.

Call barging is often used as a training and coaching tool to help agents improve their performance and provide better customer service. It can also be used to monitor calls for quality assurance or resolve customer issues in real-time.

A “whisper” feature, allows the supervisor to speak privately to the agent while they are on the call with the customer, without the customer being able to hear the supervisor’s instructions. This can be useful for providing guidance or feedback to the agent without disrupting the customer experience.

The above attached screenshot is the option to barge or whisper mode activation through the admin screen for supervisor users.

Required a SIP phone number (either soft client or IP Phone) to enter into the call bridge.

Using whisper mode can be an effective way for supervisors to support and train agents while they are on calls with customers, without disrupting the customer experience. It can also help ensure that agents have the support they need to provide high-quality customer service and resolve customer issues effectively.