FreedomVoice Improves with Call Review - July 8, 2008
FreedomVoice 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. “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.
