July’s Feature Of The Month:
SmartWhisper
Smart Choice Communication’s SmartWhisper is a built-in feature to the OmniVoice web portal that allows managers and supervisors to monitor phone conversations of their employees, giving them permission to Spy, Whisper, or Barge in real time. Along with instant training and coaching for new staff, SmartWhisper warrants quality of customer service to ever single caller. Utilizing spy, whisper, and barge effectively will give your business more opportunities to improve your calls, leading to more sales. This tool ensures professional quality of customer service by training new agents live during a phone call.
Spy
The spy function is useful for managers that have the goal of improving their calls, as it gives them the ability to listen in on a live call. They can silently spy on a call by finding their name or extension in the OmniVoice web portal and selecting the correct button. The agent will not be able to know if the conversation is being monitored because there are no notifications. Spying gives authorized users the ability to listen to and monitor calls and is a great tool to coach and assist new employees, improve quality and performance of experienced agents, and guarantee professionalism and effectiveness of staff.
Whisper
Whisper is a feature that allows the person spying on the call to privately speak to the agent without the other party knowing or hearing the conversation. When the function is active, the authorized user can speak to the agent while simultaneously listening to the customer. This allows the manager to give better advice to improve the call with the customer without the client able to hear comments or being aware that the administrator is whispering to the agent.
Barge
The barge feature allows the person listening in on the call to join with the click of a button, transitioning from a two-way call into a three-person conference call. After the supervisor barges into the call, all members will have permission to communicate and to hear each other. The administrator’s line is fully unmuted and they can take full control of the call if it is heading in the wrong direction or if the agent is providing incorrect information, leading to a lost sale.
SmartWhisper feature
Problem:
A company specializing in health care had an old voice only call center system. Callers were being routed to the first available person regardless of the callers need or agent’s knowledge. There was no way to know if transferred calls were going to be answered or end up in another queue.
Solution:
Smart Choice spoke in depth to determine the company’s departments and frequent customer needs to design a contact center. The UCCaaS platform helped agents navigate with ease to any department they needed. In using the UCCaaS solution, statistics along with other performance metrics helped the company to identify areas for improvement within their business operations to boost profits.
