VoIP Call Center Service adds Training and Quality Control Features
Freedom VOICE recently announced a new set of features for it VoIP Hosted PBX service that enables the monitoring of staff calls.
The Freedom IQ service feature is named Call Review and supports staff training and improved customer satisfaction by enabling supervisors to retrieve calls by employee name, incoming number and other critieria. The service can also be used to review calls with remote employees.
For a quick overview on Call Centers, see the Telephony World article Call Centers: A First Look
For a more in depth look at Call Centers from a business perspective, see the white paper Getting the Most From Your Call Center Investment.
For more information on Call Center management, see Telephony World’s Call Center Buyer’s Guide
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For more on the Freedom VOICE announcement, see below.
FreedomVOICE Improves Quality Control and Staff Training with Call Review
FreedomVOICE Systems, a leading provider of virtual office solutions, announced today it has added Call Review, a powerful tool for implementing employee training and ensuring quality control, to its VoIP Hosted PBX service, FreedomIQ.
“We’ve been in the business of helping small businesses since 1996,” explains Eric Thomas, founder and CEO of FreedomVOICE Systems. “When they talk, we listen. What they tell us is that they need a way of monitoring staff calls.”
The quality of a client’s experience on a telephone call may be the determining factor in whether or not they remain a customer. Often their only contact with a company is over the telephone with sales, customer service or technical support.
Call Review was designed to make information retrieval as convenient as possible. All calls are displayed on a table in a user friendly web interface. The call data is easily storable by employee name, incoming number, time of day, extension and other criteria. With just a click of a button, a supervisor can know what was said on any business telephone.
Suppose an angry customer calls to complain about erroneous information given by technical support, but they don’t remember the name of the employee. If they are able to supply the date of their phone call and the number they dialed from, the supervisor can use Call Review to immediately find their initial call. The supervisor can listen to the original conversation with technical support, while the customer is still on the phone. It’s that fast.
All calls received by an employee can be found by a single sort, no matter how many telephones they may have logged into. This is true even if the employee works from home. FreedomIQ is a VoIP Hosted PBX, which uses the Internet to integrate telephones no matter where they are located. Monitoring remote staff will increase in importance as rising gas prices spurs telecommuting.
In addition to quality assurance, supervisors use Call Review for employee training. They can determine if standard procedures are being followed, and give employees valuable feedback.
Call Review also provides an audio record of what was said. This may offer protection in instances of legal disputes.
To learn how FreedomIQ and other virtual office solutions can ensure quality and assist with staff training, contact FreedomVOICE Systems at 1-800-477-1477.
About FreedomVOICE Systems:
Founded in 1996, FreedomVOICE Systems develops and markets FreedomIQ, a VoIP Hosted PBX service allowing businesses and professional offices to interact more effectively with their customers, clients, patients and associates. FreedomVOICE Systems offers a comprehensive slate of integrated virtual office solutions, enabling business owners to enhance company image, communicate seamlessly with customers, track marketing effectiveness, and increase profitability.