Customer calls can be challenging, especially when navigating complex questions or handling new reps on the line. That’s where Aloware’s Call Coaching features, Barge and Whisper, come in. These tools allow supervisors to provide live, hands-on guidance exactly when it’s needed—whether discreetly through Whisper or by joining the conversation with Barge.
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What is Call Coaching, and how does it work?
Call Coaching with Barge and Whisper offers supervisors two powerful ways to support agents without disrupting the customer experience. These tools help agents navigate calls smoothly, building confidence and ensuring quality customer interactions every time. Here’s how each tool works:
- Barge: For a more hands-on approach, Barge allows supervisors to join a call and speak to both the agent and customer. Whether it’s to support an escalation, answer complex questions, or take over entirely, Barge lets supervisors actively assist the conversation.
- Whisper: When a quieter nudge is all that’s needed, Whisper allows supervisors to listen in and communicate directly with only the agent, offering advice or answers without the customer hearing. It’s perfect for coaching on tricky questions, providing reminders, or supporting newer reps.
Take a closer look
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The origins of “Barge” and “Whisper”
In the early days of call centers, managers had a simple way to support agents: two phones on the same line. If an agent needed help, a manager would just pick up the other phone to listen in or give advice. Barge and Whisper are the digital evolution of this old-school setup—bringing the same real-time support without needing a second handset!
Integrating Call Coaching into live call monitoring
With our Wallboard, supervisors can monitor live calls and join any conversation when needed. Here’s how the setup works:
- Monitor calls on the Wallboard: All live calls appear in Aloware’s Wallboard, allowing supervisors to see who’s talking and take action if needed.
- Choose Barge or Whisper: If an agent requires guidance, supervisors can choose to Whisper for discreet coaching or Barge for a more direct approach.
- Active support: Supervisors can jump in as soon as a question arises, providing timely support that keeps the call on track.
Use cases for Call Coaching in action
Supervisors often face challenges in supporting agents during live calls without interrupting the customer. Barge and Whisper solve this by allowing seamless intervention exactly when it’s needed. Here are some scenarios where Call Coaching really shines:
- Coaching new agents: For newer agents or those still familiarizing themselves with the product, Whisper offers a way to guide them through their first conversations. A quick reminder or prompt through Whisper helps keep responses on track without the customer realizing.
- Handling complex questions: When a customer asks about a complicated topic, like integrations or specific features, Barge allows supervisors to step in and help answer. Supervisors can answer on behalf of the agent, setting a model for handling similar questions in the future.
- Managing escalations: Sometimes, a customer call requires immediate attention beyond what an agent can handle alone. With Barge, supervisors can join the call and speak directly to the customer, providing the support needed to de-escalate situations and offer reassurance.
Benefits for admins and agents
For admins, Call Coaching gives you a way to monitor and support calls in real-time without needing complex setup or configurations. Using the Wallboard, you have full visibility over live interactions, and with just a click, you can jump in to guide agents or handle issues. This approach not only supports agents but also reinforces quality assurance on every call.
For agents, knowing a supervisor is available to provide instant support can boost your confidence, especially in high-stakes or challenging calls. With Barge and Whisper, you don’t have to struggle alone—you have on-demand help, allowing you to deliver responses more effectively and improve your skills through live feedback.
Final value: Building stronger teams with real-time support
With our Call Coaching tools, supervisors have the flexibility to assist agents in real-time, empowering them to handle customer calls with confidence and accuracy. By offering guidance exactly when it’s needed, Call Coaching ensures that every interaction reflects the high standards of your brand—making each call a stronger connection with your customers.
