Businesses offer customers a wide array of online services in today’s digital age. Nevertheless, many customers still prefer to conduct business over the phone. Therefore, not only do you need a Business Phone System, you need to also make sure your customer service calls are outstanding. Call monitoring is one of the best ways to ensure great customer service. Here’s why you should consider implementing it into your business:
Call monitoring makes it much easier to evaluate your customer service department. Now managers can listen in on ongoing calls and evaluate past calls. Therefore, managers can identify inefficiencies and correct them.
Call monitoring is great for real-time support as well. With the whisper feature, managers can provide help to employees without the customer hearing them. This is great for employees who are struggling with a particular question. You can also use the barge feature if you need to jump in and communicate directly with the customer.
Customer feedback is crucial data for businesses to have. It is how businesses determine how customers perceive them. With call monitoring, you can gain this data firsthand and easily collate it. Therefore, you can make decisions much quicker.
Call monitoring is an important feature for your sales team. It is a great way for you to determine how leads are handled once they reach your sales representatives. With call monitoring you can address any inadequacies in your sales pitches.
Once you have numerous recordings in your company database, you can use them for training purposes. This is great for both new employees and current employees that need extra help. With this data, your HR department can optimize their training courses.