Call Whisper
Call Whisper is a helpful feature used in call centers that lets supervisors privately coach agents during live customer calls. Think of it like having a silent coach who can give advice to the agent without the customer hearing it. This tool is particularly valuable for training new agents and helping experienced ones handle difficult situations. It's sometimes also called "call monitoring with whisper" or "whisper coaching." When you see this term in resumes, it usually means the person has experience either using this feature as an agent or supervising others using it.
Examples in Resumes
Trained 15 new hires using Call Whisper coaching techniques
Improved customer satisfaction scores by 25% through Call Whisper supervision
Utilized Whisper Coaching to mentor junior call center agents
Typical job title: "Call Center Supervisors"
Also try searching for:
Where to Find Call Center Supervisors
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How do you use Call Whisper to improve team performance?
Expected Answer: A good answer should include examples of using whisper coaching to develop agent skills, methods for giving real-time feedback, and how they measure improvement in agent performance after coaching sessions.
Q: What's your approach to training new supervisors in using Call Whisper effectively?
Expected Answer: Look for answers that demonstrate experience in creating coaching guidelines, teaching others how to give constructive feedback, and understanding when whisper coaching is most appropriate versus other training methods.
Mid Level Questions
Q: Describe a situation where Call Whisper helped resolve a difficult customer situation.
Expected Answer: The answer should show experience in real-time coaching, ability to quickly assess situations, and examples of how they've guided agents through challenging calls.
Q: How do you balance using Call Whisper without disrupting the agent's conversation flow?
Expected Answer: They should explain their understanding of appropriate timing for whisper coaching, knowing when to intervene, and how to give clear, concise guidance.
Junior Level Questions
Q: What is Call Whisper and when would you use it?
Expected Answer: Should be able to explain the basic concept of whisper coaching and identify common situations where it would be helpful for agent development.
Q: How do you receive feedback through Call Whisper as an agent?
Expected Answer: Should demonstrate understanding of how to listen to supervisor guidance while maintaining customer conversation and implementing feedback in real-time.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center operations
- Experience receiving whisper coaching as an agent
- Knowledge of common customer service scenarios
- Familiarity with call center software
Mid (2-5 years)
- Active use of Call Whisper for coaching
- Team leadership experience
- Quality monitoring abilities
- Training program implementation
Senior (5+ years)
- Advanced coaching techniques
- Training program development
- Performance management expertise
- Call center operations management
Red Flags to Watch For
- No hands-on experience with call monitoring systems
- Poor communication skills
- Lack of coaching or mentoring experience
- No understanding of basic call center metrics
Related Terms
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