VoIP (Voice over Internet Protocol) can offer your business many useful features to help with the daily workload and minimise the time wasted within your organisation. Four main components have been designed within VoIP systems – call-monitoring, call recording, whispering and VoIP barge. These can assist with staff development and training, by helping to improve their call-handling and customer service skills. In this article we will look at each of these elements in more depth.
VoIP call monitoring
This feature gives you the ability to listen in on calls so that you can monitor conversations taking place between your employees and clients. This cannot be detected by the caller and you can leave and rejoin the conversation freely, without producing any unwanted noise or clicking on the line. This useful function can be used to analyse the strengths and weaknesses of your team members without making either them or your customers feel uncomfortable.
This tool has been designed to allow you to discreetly assist and coach your employees from the sidelines, without making your customers aware it is happening. For example, If a call is in progress and being monitored and a client asks a question that your team member does not appear to know the answer to, or you have key questions that you want your customer to ask, you can speak directly and privately to your employee as if you were whispering in their ear. This can also be useful in situations where a team member needs higher authority to accept an offer or adjust pricing, for example.
This feature allows you to join in with a conversation and be heard by both your employee and the customer as and when you want to do so.
This useful function allows you to record incoming and outgoing calls. This can be used to monitor and evaluate large volumes of calls and gain useful insight for staff performance, feedback and best practice.
If you want to find out more about VoIP for staff training, a good VoIP service or wholesale termination provider, such as www.idtexpress.com, will be able to advise you. Alternatively, there is plenty of information online, for example, at https://www.voipreview.org/blog/how-you-can-use-business-voip-train-employees.
VoIP is an invaluable tool in improving communication and call-handling techniques and can help you continuously improve your business’s customer experience.