VoIP offers businesses cost reduction, seamless communication, efficiency, and rich multimedia features. Transitioning from PBX to VoIP can greatly benefit a company. Consider factors like business size and nature when selecting a VoIP solution. VoIP features aid in training employees and maintaining quality customer service. Not all features are included in every VoIP solution, but top providers typically offer comprehensive packages. Businesses should review companies before obtaining products/services.
Features that Improve Staff Training with VoIP Solution
Call Recording
Call recording feature is best beneficial one of a VoIP system. Grasshopper, a leading VoIP system, offers call recording features for preserving call history. These recordings aid in resolving customer issues and training new agents. 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.
The VoIP Whisper
The Whispers help a person to get out of the tough situations that goes a long way. We often feel guilty for whispering answers to friends during professor interrogations. VoIP whisper works similarly. Let’s illustrate with an example: You’re monitoring a call where the agent assists a customer. If the agent fails to answer a question correctly, your company may lose the client. In such cases, you’d want to correct the agent or provide the right answer discreetly, wouldn’t you? Well, VoIP Whispering will help you do that without knowing to the customer that client-saving assist was made it. VoIP Whisper is a common feature in VoIP systems, aiding in training new agents and discreetly providing information during calls. It’s also useful when agents need supervisory approval before quoting prices or accepting/rejecting offers.
Call Analytics
VoIP Call Analytics is a feature where the actual miracle happens. The name suggests its function: monitoring employee-customer interactions for performance improvement. It aids in tracking calling times, leads, and sales call flaws. 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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