Voice over internet protocol or VoIP now offering businesses with varied advantages that include cost reduction, increased communication seamlessness, efficiency and a rich set of multimedia features which not available in the traditional telephony system. Not less than a day of transition, from a relatively antiquated PBX system to a VoIP solution, there is a lot of variation that a company can feel it. Particularly when you choose one of the best VoIP phone service providers. In order to have a VoIP solution for your business in the best way that you never expect to have then the size, nature or category of the business are considered. Features of VoIP can be very much helpful to train the employees in order to ensure the quality control within the customer service department. It is to notify that all the features are not part of all VoIP business solutions, but the leading and top VoIP phone service providers usually include them in their packages. So, it will be beneficial for all the business people have review about the companies you’re interested in before you obtain their products/services.
Features that Improve Staff Training with VoIP Solution
Call Recording
Call recording feature is best beneficial one of a VoIP system. One of the top VoIP systems like Grasshopper that has come with preloaded call recording features which allow you to record your calls and maintain a vivid history for any future uses. The recorded call history is not only used to solve customer issues in future but also used to share with newly hired agents who need to know how you expect them to deal with potential customers. Calls that are dealt with best employees can be shared with all of the workforces which helps everyone to know how to satisfy a customer. VoIP call recording feature is also used to evaluate the performance of an employee. VoIP service providers only provide a specific amount of storage space for call recording, so it’s of eminent importance that you do your research before making the investment.
VoIP Whisper
Whispers help a person to get out of the tough situations that goes a long way. In general, we all feel guilty of whispering the correct answer in our friends’ ears while they were being interrogated by the professor; the working process of VoIP whisper is also the same. Let’s go through an example for better understanding, for suppose you are monitoring(listening) a call where the agent is helping the customer. During the call, if the client asks something to the agent that is not answered or they have given the wrong answer from this situation your company will lose a client. Even if you are in the same situation and without being heard by the company you mean to correct the agent or tell them the answer, right? Well, VoIP Whispering will help you do that without knowing to the customer that client-saving assist was made it. This feature is integrated by all the VoIP telephone systems that allow you to train new agents and maintains indistinct means to provide information during important calls. Another important use of VoIP Whisper is that when an agent requires to get supervisory approval before quoting a price or accepting /rejecting an offer.
Call Analytics
VoIP Call Analytics is a feature where the actual miracle happens. The name itself indicates that it allows to you see what exactly happening with your employees and how your employees are dealing with the customers. It also helps to take further steps to improve their performance and also helps to know the calling times, even you can track the leads and identify any flaws in the sales calls. By parsing numbers, you can answer certain questions like Any employee taking too long to answer a query? Is a particular employee doesn’t satisfy the needs of a customer on time? How many times did the manager raft in on a call attended by an agent? All these can increase the level of customer satisfaction. In addition to this by taking the remedial steps, you can handle real-time issues and improve the chance of converting potential customers into potential buyers. This VoIP call analytics is only the part of VoIP solutions offered by few companies.
VoIP Barge
VoIP Barge is a highly propitious feature as it lets you barge into a conversion between two internal extensions or even between internal extension and external caller. The VoIP Barge feature will not be available if you choose the cheapest VoIP phone service provider as it is something valuable, which comes with the top VoIP service provider. With VoIP Barge, a manager or administrator can take control of the call if the deal is moving out of the company’s hands or if they can offer more solid insight or if they can answer the customer’s query in a better way or more efficiently. It is important to note that barge calling is not a three-way calling or conference call. Unless until the administrator himself heard. It is a very important feature during the sales call as it makes customers feel like they are important.
Final Thought
VoIP has a huge set of features that can help a business save on operational cost and improve the efficiency and ability of its communication. In this article, we have gone through some of the amazing features of a VoIP business solution which is useful for training its staff and also sustain the quality control of a customer support team. Barge, whispering, call analytics and call recording all these features ensure that the employees deal with the customer in the best possible way. In addition to this VoIP Business Solutions can also uphold your business with stability, effectiveness and productivity.
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