What Is Call Whisper? How Is It Useful In A Call Centre Environment?

Call whisper is also popularly known as call screening

. It is a feature that can tell you which telephone number has been dialled by the caller to reach you even before the call is answered. If the call whisper feature is active, you can set an audio recording to be played whenever a call comes from a particular number. The caller hears only ringing while the recording is being played. Call screening lets you distinguish between callers who have called the business number that you have advertised and those who have dialled your destination number directly. After listening to the recorded message, you can choose whether to accept the call or to hang up. If you press 1, the call is answered else all that the caller hears is just the ringing tone.

Call whisper can be used very effectively in Hunt Groups. The recorded message will be played to each destination number. When the destination numbers within the Hunt Group picks up the call, they hear the Call Whisper message as usual. Only if the agent presses 1 is the call considered to be answered, if 1 is not pressed, the preconfigured Hunt Group routing pattern continues.

Call centres can use call whisper to significantly increase their operational efficiencies. For example, a business might advertise its different service ranges under different 08 numbers. Customers call the advertised numbers to know more about the product. Depending on which number is dialled by the customer, the agent answering the call can be prepared with pertinent information on the product that the customer is interested in. This helps both the agent and the customer to get straight to business rather than waste the preliminary few minutes enquiring about what product or service he is looking for.

If you also want to know which of the IVR menu options the caller has selected before you start speaking to them, this can be done through call whisper. You can customise call whisper messages to be attached to Feature Codes as well as telephone numbers. Point each IVR option to a distinct Feature Code. Also upload unique call whisper messages to each one. This will let you know which menu option the caller has selected before answering the call.

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by: Kieron James

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