FreedomVOICE Systems, a provider of virtual office solutions, has announced that it has added Call Review to its VoIP
Hosted PBX (News - Alert) service, FreedomIQ. Call Review is designed to be a powerful tool for implementing employee training and ensuring quality control.
“We’ve been in the business of helping small businesses since 1996,” explained Eric Thomas, founder and CEO of FreedomVOICE Systems, in a Tuesday statement. “When they talk, we listen. What they tell us is that they need a way of monitoring staff calls.”
Whether or not a client remains a customer depends greatly on the quality of a client’s experience on a telephone call. It is not uncommon for the customer’s only interaction with the company is over the phone with sales, customer service or technical support. If that experience is not satisfying, the company is at risk of losing that customer.
Call Review was designed by FreedomVOICE in an effort to make information retrieval as convenient as possible. Every call received is 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. A click of a button enables a supervisor to know what was said on any business telephone.
It is not uncommon for an angry customer that has called to complain about a problem fail to remember the name of the employee with which they converse. If incorrect information is provided to the customer, he or she is likely to call again, doubly frustrated as a result of the first call.
If the customer is 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 also listen to the original conversation with technical support, while the customer is still on the phone.
A single sort enables an employee to find all calls, no matter how many telephones they may have logged into. This capability is also available for those employees that work from home.
A VoIP Hosted PBX
, FreedomIQ uses the Internet to integrate telephones no matter where they are located. Monitoring remote staff will increase in importance as rising gas prices continue to drive telecommuting.
Call Review can also be used by supervisors for employee training. These supervisors are able to determine if standard procedures are being followed and give employees valuable feedback. The solution also provides an audio record of what was said. This may offer protection in instances of legal disputes.
The Call Review solution has a variety of applications across the enterprise, specifically in areas of phone interactions between employees and customers. As the level of service delivered over the phone can make or break the loyalty of a customer, the benefit that the Call Review can provide can ultimately drive revenue.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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