What is Call Whispering: Top Pros and Cons You Need to Know

Call centers have become an important part of the modern business world and operations. Be it customer service or lead generation, the skills and expertise of the call agents play an extremely crucial role in ensuring the success of the organization. However, at times the authorities are not sure of the skills and expertise of agents and have to utilize call whispering to avoid potential issues.

What is Call Whispering?

Call whispering is a tool and technique that lets authorities whisper into an ongoing call when need be. In other words, the authorities can talk to the agents and share information or guide them during an ongoing call. Call whispering is different from call barging in terms that during call barging, an authority figure can directly talk to the prospect when he/she is still talking to the agent. Call whispering allows authority and agents to converse without the knowledge of prospects during a call. Dig deeper into this article to explore a comprehensive guide about call whispering and decide if it is suitable for you or not.

Top 3 Pros of Call Whispering You Can Benefit From

Call whispering allows authorities to share insights, information and guide the call agents while they are online with some prospect. The purpose is to offer support if the agent forgets anything and fails to establish an impact on the caller. It can offer numerous benefits. Here are the major pros of call whispering you can benefit from and boost the success rate of your business to business call center.

Speedy Onboarding Process

The first pros of call whispering are that it ensures a speedy onboarding process of the call agents. In other words, the new agents need extensive training before they can finally handle calls. However, this feature allows the authorities to let the agents handle the call immediately as they know they can offer support in time of need. On the other hand, many organizations prefer to consult call center companies in Dubai and let experts handle their calls as this feature can initiate an ethical debate.

Improved Call Quality

The next pros of call whispering that can benefit the B2B call centers are improved call quality. The calls cannot always go as planned, even if the agents are fully trained. In such a situation, guidance from call whispering can be utilized efficiently to serve the prospects efficiently, which will also improve the overall quality of the call.

Increased Success Outcomes

Another significant pro is the increased success outcome. When a single agent is given the responsibility of convincing the prospects to sign the deal, the success rate cannot be even 99%. On the other hand, if an authority figure whispers into a call and lets the agent change the strategy or conditions, the success rate of calls and signed deals can increase.

Top 3 Cons of Call Whispering That Can Affect Your Operations

Call whispering is quite similar to call barging and eavesdropping. It is meant to offer support to call agents; however, it may not always work as expected, but against the agents and authorities. Due to this, it poses a few cons too. Here are the major cons of call whispering that can affect your business operation, so decide wisely.

May Need Expensive Features

The most crucial con of call whispering that every call center should be aware of is that it may need expensive features. A third person dropping into a call will either notify both parties or not. To ensure only the agent can listen to the third person and not the prospect or other listener, the organization will have to invest in the related feature, which may be more expensive than expected.

Require Beforehand Training

Another significant con of call whispering is that it will require beforehand training. The third-party can talk freely while whispering into the call. However, the agent has to listen to the authority and react accordingly without letting the prospects know. It is not as easy as it may seem, and agents can only master it with practice; otherwise, prospects will be disappointed.

Can Be Uncomfortable for Agents and Prospects

The last and critical con of call whispering is that it can be uncomfortable for the agents and prospects too. The agents will be too conscious that someone else will come live in the call. On the other hand, the prospects can spot the involvement of a third person if the agent takes pauses, and it will create an uncomfortable situation. You can instead contact call center companies in Dubai and ensure experts handle the call efficiently, and there is no need for such features.

Will you give it a try or not?

Are you torn between the pros and cons of call whispering? Be easy on yourself as it is quite common. The major purpose behind the service is improving the success rate, which you can do by getting experts on board. So, get in touch with professional call center companies in Dubai and let them boost your success rate without being weighed down due to any type of cons.