Conversational AI • Last Updated 9/29/2023

Call whispering: What is it, and how can you use it?

Learn how call whispering can give your call center agents critical information to meet customer needs.

Kelsie Anderson

By Kelsie Anderson

Woman in call center answers phone and benefits from call whispering notification

As anyone who’s ever worked in customer service could tell you, the more context you have about a customer’s needs, the better. Call whispering is a valuable feature call centers can use to help agents with that pain point.

In this blog post, we’ll discuss what call whispering is, how it works, and how your business can benefit from it. Keep reading to learn more.

What is call whispering?

Call whispering provides agents with important information before they answer an inbound call. With call whispering, agents can receive a display message, voice recording, or text-to-speech generated verbal message. That message can tell agents why a particular customer is calling. This information helps them better assist the customer and improve the overall experience.

How does call whispering work?

Call whispering typically works in the following way:

  1. A customer calls a business in response to a specific advertising campaign.
  2. Before the agent receives the call, a message is delivered that summarizes the campaign the customer is responding to.
  3. The agent can then use this information to tailor their conversation with the customer and provide a more personalized experience.

Call whispering can be used for a variety of purposes, including to:

  • Provide agents with information about a specific advertising campaign or promotion.
  • Help agents quickly identify the reason for the customer's call.
  • Ensure agents are prepared to handle a call effectively and efficiently.

Benefits of call whispering

Call whispering has several main benefits for businesses, including:

Improved customer experience

By providing agents with information about the caller before the call starts, call whispering can help agents provide a more personalized experience for the customer. Personalization is critical in a world where nearly 70% of customers expect brands to understand their needs.

Through more personalized experiences, call whispering can help businesses enhance customer satisfaction, leading to increased customer loyalty and retention.

Increased efficiency

Call whispering can help agents quickly identify the reason for the customer's call, allowing agents to address the issue more efficiently. In addition, by providing agents with more information about the customer's specific needs or interests before the call starts, agents spend less time hunting down background information in their notes or CRM.

With the ability to immediately understand what a customer is calling about, call whispering allows agents to address the customer's issue more quickly and effectively.

Better sales outcomes

Additional information about a customer's needs and interests helps agents make more targeted product or service recommendations, increasing sales and revenue. In addition, call whispering can help agents tailor their conversations with customers based on the advertising campaigns they’re responding to, leading to more effective sales outcomes.

Give your agents the tools to understand customer needs

Call whispering is a valuable feature that can help improve the customer service experience, increase efficiency, and drive more sales. By providing agents with customer information—such as which campaign they’re responding to—before they start a conversation, businesses can ensure their call center is operating at peak efficiency and delivering the best possible customer experience.

To implement call whisper functionality, businesses should ensure their call center software has the necessary features and capabilities. They should also train their agents on how to effectively use call whispering and ensure they’re familiar with the specific advertising campaigns or promotions the business is running.

Telnyx’s contact center solutions can provide your business with the tools you need to communicate efficiently and effectively with your customers. With a global private network supported by over 15 points of presence (PoPs) and local numbers in over 140 countries, you can reliably reach your customers from anywhere. Finally, our Inbound Call Whisper tool can give your agents the information they need to meet your customers’ needs.

Contact Telnyx’s team of experts to learn how we can help you set your agents up for success.

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