How to Use VoIP for Real Time Customer Service Training

Posted on: 2018-09-28 | Categories:SIP

One of the most useful features of VoIP is that it allows businesses to handle large call volumes. With features like ACD queues, on hold functionality, the ability to ring multiple devices at once etc. VoIP allows companies to manage hundreds or thousands of calls in an efficient manner. It should come as no surprise that VoIP growth has skyrocketed amongst customer service departments and call centers.

VoIP Improves the Customer Service Experience

Customer service agents have a number of tools that allow them to improve the customer service experience by an order of magnitude. Features like the auto receptionist guide callers to the correct person or department. Service agents can retrieve customer information based on the number they are calling from without having to ask the customer multiple questions. Callers can enter routine information like account number even before talking to a person, saving valuable time for both parties. They can complete authentication processes like verifying identity without human intervention.

But knowing and using all these new features is not what makes a great customer service agent. Good service representatives listen to people when they have problems, offer constructive solutions and empathize with your customers. Every company has to train new agents before they become good at their job.

Even if some employees have previous experience in the field, there is always something new to learn when it comes to customer service. VoIP phone systems have a number of features that can be useful for customer service training – both real-time and after the fact.

Customer Service Training – Providing Feedback

One common method that companies use for customer service training is recording interactions and playing them back later on. The supervisor or trainer can play the audio file for the agent, stopping at certain points to offer feedback and constructive criticism. This technique is more effective than simply talking to the agent because the supervisor can point out exactly what went right or wrong in the interaction.

Another useful technique is to use previously recorded real-time conversations between top-performing agents and customers as examples. These are often better than using scripted recordings as new agents can see how the veterans handle tough situations or an irate customer. Trainers can also use them as motivational tools, highlighting the best parts of a service interaction.

Role-playing games and activities are also an excellent method to train new employees and customer service. Such activities allow agents to use their skills in a low-pressure environment, without the added stress of speaking to an actual customer.

Real-Time Customer Training

But is there anything you can do while an employee is talking to a customer in real-time? VoIP has a few excellent tools that can help in such situations as well. For instance, service providers offer 3 different options for a supervisor or manager to help agents in real situations. Each option provides a different level of interaction and control for the supervisor.

The first option is to monitor the calls between an agent and customer. Rather than recording conversations for later playback, this allows supervisors to check in on new agents behind the scenes. The supervisor may simply listen to make sure that the interaction meets company standards or to check that a new agent is following the relevant procedures.

The second option is to whisper. Suppose a supervisor is monitoring a call between a new agent and a particularly irate customer. While listening to the call, they realize that the agent is not prepared to handle the particular situation and could use a bit of help. The whisper function allows the manager to talk to the agent, without the customer overhearing it. In most cases, the agent cannot reply to the supervisor. It is a one-way channel between 2 parties while the third party (customer) is not even aware that someone else is listening in.

The third option is to barge in. in any customer service department, there will be situations where the agent is stuck on a problem or doesn’t have the relevant information to solve the customer’s issues. Of course, there is always the option for the agent to escalate to a manager and transfer the call. But most people hate being put on hold, especially and frustrated customers while waiting for a solution to their problems. A supervisor who has been listening to the conversation can easily barge in and talk to both parties. Effectively, the call becomes a three-way conference between the agent, customer, and supervisor.

The monitor, whisper and barging tools are incredibly useful for real-time customer service training. It allows managers to supervise agents without being intrusive and even help out in situations where the agent needs it. No service department should be without such VoIP tools that can improve productivity.