Call Whispering

Simply. Mentor Your Agents.

Listen, Whisper or Resolve customer queries real

time with 3 modes of Call Whispering in Ziwo!

Listen, Whisper or Join Live Calls with agents to resolve customer queries with 3 modes of Call Whispering feature in Ziwo!

Listen

Whisper

Join

DO YOU KNOW?

You can list who is on call or Status of each active agent
You can pick any agent and connect to them for call whispering
You can check agent Logs / call history as well as status history while using this feature
You can change agent status or you can even log out an agent in the same call whispering panel
You can create your own call whispering feature with our integration module

CHALLENGE

Low FCR
Rate

Low Customer
Satisfaction

Agent getting
frustrated

Repeated customer
Calls

SOLUTION

Call Listening

Admins now have the ability to listen in live calls silently without interfering the agent or the customer.

Monitor Agent Performance

Monitor customer sentiment

Spot check on call Quality

Keep track of most common customer issues

CHALLENGE

Long on hold time

Customer getting
frustrated

Agent giving wrong
solution

Customer need
call back

SOLUTION

Call Whispering

Admin can whisper information during the live call, so that an agent can correct his or her path by properly answering questions or adequately addressing concerns.

Instant
Call Resolution

Improve
Customer Satisfaction

Upsell
Opportunities

Coach agents
real time

CHALLENGE

High Profile
Client on Call

Agent Misleading
Customer

Long on
hold time

Critical Issue
Escalation

SOLUTION

Call Barging

Team up on high-priority calls to help agents find practical solutions for stressful scenarios. Connect with multiple parties, use your expertise to resolve the critical issues through a conference call thereby improving your SLA & FCR metrics.

Resolve
Critical Issues

Upsell
Opportunity

Agent
Disciplinary Check

High
FCR

Simply. Talk to your clients

Cloud Based Contact Center deployed instantly

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