Voice over Internet Protocol, otherwise referenced as VoIP, is a powerful and innovative phone system solution for businesses of any size. Whether you have a home office, a small business, or a large enterprise, there is a business VoIP solution that will meet your needs. VoIP plans are affordable, flexible, and feature-rich. But did you know that they can also be used to help train employees? Business VoIP has a number of helpful features that can make onboarding employees and coaching existing employees an productive and easy process. The features you'll want to take advantage of include:
1. Whisper, Barge, and Call Monitoring
Whisper lets you listen in on a call, and then “whisper” to the agent or caller on your end to provide helpful feedback or insight (which the other caller will not hear). The whisper function is perfect for helping to coach new and existing employees on calls. It is an unobtrusive way for a manager or administrator to help employees gain better confidence on the phone.
Barge, on the other hand, is a function that allows you to enter a conversation between two extensions or an extension and an outside caller. This calling function lets an admin or manager take over a call if they believe they can better answer a question, offer better insight, or believe that a call is going south. It is especially helpful on sales calls. Please note that this is different than conference calling/three-way calling.
Barge and Whisper are usually tied together with Call Monitoring. Call monitoring allows a user to listen in on call, with the added functionality of using the Whisper and Barge In feature. It is aimed at helping to improve call productivity and performance.
2. Call Recording
The call recording function lets you record and save calls for future use. Recorded calls can come in handy for new hires and training purposes. You can let new hires listen to calls of your top-performing employees so that they can get some pointers of how to handle certain situations on the phone. Beyond training new employees, call recording can come in handy when you are reviewing or assessing an employee's performance.
Select VoIP providers give you a certain amount of space for included call recording. Others (like Vonage) charge you a flat monthly fee for call recording. Check with your provider to see what they offer.
3. Call Analytics
As a business, it is important to see how your employees are performing on the phone, and a business VoIP system can help you see the nitty-gritty with call analytics. Call analytics can help track your call times, phone leads, and more in order to assess sales and revenue. With these numbers, you can determine where your weak points. Maybe your employees are taking too long on the phone? Maybe the number of sales leads converted is down? Your call analytics can help you address issues in real-time, and perform the necessary corrections to maintain a productive and efficient workforce.
Beyond the call handling features, business VoIP can help your business become a more stable, productive, and effective company. Use the call training functions available through business VoIP to train, coach, and optimize your staff.