Perfect Your Training, Compliance and More with Business VoIP Features

Businesses Improving Processes with Array of Incredibly Flexible Features

Business VoIP: Call center trainee
Top-performing companies develop a “never stop learning” culture that brings new hires along rapidly and promotes ongoing professional growth among more seasoned employees. And as business leaders will tell you, this often requires more-advanced and capable tools to keep their employees enabled, prepared and successful.

Whether you’re a customer service team manager, an attorney needing high-quality call recording for legal purposes, or a journalist conducting a crucial interview – today’s best-in-class VoIP business phone services provide powerful and extremely flexible tools to assist with training, compliance requirements and more. These services are typically easy to add within your business VoIP system and are quite affordable.

The Tools in Action

Let’s say you manage a contact center and are responsible for the training and performance of 30 agents. When you hire new agents, you’ll want them to listen to some of your top agents to see how they handle various kinds of calls. But just putting the trainees on the line won’t guarantee they’ll immediately hear the kind of calls that enable the training experience. It could be while.

With a Company Call Recording feature, you record only the extensions you want and these recordings never expire. The feature allows you to record your top agents, choose the specific calls suitable for training, and let your new hires listen on the timetable you prefer. Additionally, Company Call Recording can be used to help with periodic evaluations of your experienced agents – to review performance and department protocols, and to help set professional development goals.

Recordings can also be used to protect agents against false claims of unprofessional behavior or questionable phone etiquette. Legitimate or not, customer accusations or complaints can cause major headaches. With a permanent record of the conversation, however, you can deal with the situation knowledgeably and work quickly to resolve it fairly.

More Hands-On Control

Call Monitoring is another handy feature for contact center managers, allowing them to take a more hands-on, quality-control approach to important or difficult calls. It also makes it easy to monitor and support new employees toward the end of their training period.

The service is password protected, providing authorized users the real-time ability to listen in and “monitor” calls, “whisper” to the user being monitored, and “barge” into the call if needed to help facilitate a discussion. Users can also access the service remotely, and a detailed log is provided every time the system is used.

More Utility

Now let’s say you are a journalist conducting a phone interview for a fairly predictable news feature. You’re taking notes on your laptop as usual – but suddenly the interview takes an unexpected turn, and you’re getting explosive information you didn’t anticipate. It’s the perfect time to access your On-Demand Call Recording feature to immediately begin recording the accurate details and key quotes you’ll need to develop the story before your deadline. These On-Demand recordings don’t expire, and they can be downloaded to your computer easily. They are saved to a password protected account, so the sensitive information you record is secure.

More Business VoIP Feature Options

The catalog of business VoIP phone features available is now more diverse and more powerful than ever. No matter what your business, there are VoIP business tools that can empower your company in ways that legacy phone systems cannot. In fact, some companies actually build business processes around the latest business VoIP features. As a result, they are more capable and more productive. Isn’t that what you should expect from your business phone provider?

About Amy Tankersley

As Product Manager at Vonage Business Solutions, Amy is always looking for ways to make our customers more productive. Her specialty is focusing on mobility solutions. When she isn’t building products, Amy is a dance teacher in Atlanta.