No matter your industry or size, a quality customer service team is the cornerstone of a successful business. They’re the ones who connect with customers, provide support, and give your company a warm, caring voice. When customer service is executed well, it can guarantee loyalty for years to come.
However, that level of customer service isn’t easy to achieve, and learning how to provide it doesn’t happen overnight. That’s why giving new agents the best training possible should be among the top priorities of any customer service team.
Believe it or not, your phone system actually has a massive impact on how easy and efficient it is to train new customer service agents. Old analog systems provide very few (if any) training-specific features and require trainers and trainees be in the same location to even use them.
Meanwhile, modern VoIP phone systems are packed with features designed specifically for customer service teams. And yes, many of those features are either directly or indirectly geared towards training new agents and getting them up to speed as quickly as possible.
To show you how, we’ve put together this handy dandy list of the top ways a VoIP phone system helps reduce the learning curve for your customer service team.
Live Calls Are The Best Teacher
When it comes to getting new customer service agents up to speed, no practice call or simulated scenario will ever be as effective as the real thing. There’s a flow to support calls, a give and take between offering assurances and asking questions, that you just can’t get from pretending with your coworkers.
That’s why business VoIP systems like FluentStream allow trainees to listen in on live calls and experience how your veteran agents handle business. The customer won’t be able to hear them, so your trainees can ask as many questions as they want without bothering anyone else on the call.
Then, on that glorious day your trainees can start taking calls of their own, they won’t have to do so alone. You can also join the call, without the customer being able to hear you, feeding answers and advice to make sure your trainee doesn’t panic or leave the customer on hold forever.
No more made up scenarios or general tips that will hopefully help. With a VoIP phone system, you can use any real-world call as a training tool and review as many calls as your trainees need to know your customer support process like the back of their hand.
Especially these days, training new customer service agents is rarely as easy as locking them in a conference room with a box of bagels until you’ve gone over everything.
Teams are much more spread out, or even fully remote, requiring managers to get creative with how they properly train and equip new agents. Luckily for… well, basically everyone, VoIP systems like FluentStream come with a simple (virtual) tool kit to make remote training a breeze.
Gone are the days of anxiously checking a tracking number to make sure your new hire’s phone isn’t delayed due to a snowstorm halfway across the country. Leverage softphone apps for laptops and cell phones for making and receiving calls anywhere..
The best part is, because VoIP calls aren’t tied to phone lines or locations, all those same on-call training features we discussed earlier can still be done remotely.
Tools To Find Improvement Opportunities
Few things frustrate a customer more than calling a support line and not getting the level of service they expected. When that inferior experience comes courtesy of your new trainee, it’s expected on your part, but no less annoying for the customer.
We at FluentStream have faced this problem with our own award-winning support team (yes, even superheroes need time to master their powers), so we built a whole suite of tools to help customer-centric businesses like us!
Adding post-call surveys to the end of your support calls gives customers a chance to review their experience without having to be confrontational. They’re a fantastic improvement tool for any team, but especially for new trainees. Even if a call seems like it went well, adding a survey option makes sure your new agents are catching mistakes they may not even know they made.
As with nearly everything that happens on your FluentStream system, post-call surveys can be set up to notify a manager whenever a trainee receives negative feedback. Then it’s just a matter of scheduling some 1:1 time to go over the call and see where it went wrong.
Automatic Recording For Easy Review
No matter how good your trainees are, they’ll inevitably make mistakes. And when they do, it’s a good thing business VoIP systems let you enable automatic recording on your extensions.
With automatic recording, there’s no he-said-she-said or blind “the customer’s always right.” mantra. Instead, it’s easy to review the call and give pointers on how to handle similar situations in the future.
Don’t have time to review calls with your trainees as soon they happen? Don’t worry! All your recordings are stored in the cloud, ready and waiting for you to pluck them back down to earth and help your customer service agents get even better.
Advanced Reporting to Track Progress
You did it…
You hired a new class of customer service agents.
You trained them to the best of your abilities.
You sat with them on calls while they found their footing.
And now it’s finally time to release them out into the wild.
It’s a beautiful thing, but it can also be quite scary since you now have much less visibility on their progress and how they stack up to your other agents. As you’ve probably guessed by now based on all the previous answers, that’s where a VoIP phone system like FluentStream comes in.
When all (and I mean all) your call data is stored in the cloud, tracking the performance of your trainees is as easy as looking at a dashboard on your computer. Ours is called Insights, and it gives managers a customizable window into how their agents are performing both individually and as a unit.
At a glance, you can see how many calls your trainees are taking, how long they spend on each call, how long it takes them to answer, and most importantly, how those numbers compare to the rest of your team.
Yes, for better and for worse, VoIP systems give you the power to continue training long after the official training period is over.
For even more info on how a FluentStream system can improve your customer service training, contact us at firstname.lastname@example.org or by calling 303-GO-CLOUD and selecting Option 1.