What is Call Whispering?
Call whispering is a contact centre monitoring tool that enables supervisors or managers to provide discreet guidance to an agent while they are on a live call.
The customer is unaware of the conversation between the supervisor and the agent, allowing for real-time coaching that can help the agent handle the interaction more effectively.
This feature is typically integrated into call monitoring systems alongside other capabilities such as call barging and silent monitoring.
Supervisors activate call whispering through the contact centre’s software, enabling a one-way communication channel to the agent’s headset while the customer remains on the line.
In customer service and call centre operations, call whispering is used to:
- Assist new agents during training by providing on-the-spot advice.
- Help experienced agents navigate complex or high-stakes calls.
- Ensure compliance by reminding agents of regulatory requirements in real time.
- Improve service quality without requiring a call transfer or hold.
Call whispering is most effective when used as part of a structured coaching and quality assurance programme.
It allows for immediate feedback that can be applied in the moment, increasing the chances of resolving the customer’s issue quickly and accurately.
However, overuse can be distracting for agents, so it’s typically reserved for situations where guidance will make a clear difference.
Why Call Whispering Matters
Call whispering provides a way to improve agent performance without interrupting the customer experience.
By delivering real-time coaching, supervisors can boost service quality, increase agent confidence, and improve overall call outcomes.
Related Terms:
- Silent Monitoring
- Call Barging
- Quality Assurance (QA)
- Coaching and Training
- Real-Time Analytics