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How to Use Virtual PBX Recording as a Training Tool for New Employees

Virtual PBX has transformed business over recent years, and one of its most effective features is its facility for recording calls; this can be utilized in several ways, one of which is as a training tool for new employees.

Many people have no idea of the impression they make when talking to someone on the phone; it is a lot easier to gauge other people’s reactions and body language when face to face. With only the phone as a means of communication it is doubly important to get things right.

How people interact with each other depends on the situations they find themselves in. Talking with friends on a personal level, whether face to face or on the phone, is altogether different from talking to people on a professional level.  Friendliness is one thing, but it can easily lead to over-familiarity if the appropriate coaching has not been provided during training.  Conversely, a lazy casual style of talking that would be acceptable to friends and family members would not be appropriate when talking to customers. Listening to calls, both good quality and bad, is an essential way of demonstrating to new employees what is expected of them when facing customers and clients.

Virtual PBX Call Recording Keeps Training Costs Down

Call recording as a training tool for new employees is a cost-effective addition to the training and development tools that are generally available.  The employer can build up a portfolio of calls, covering all the likely situations in which a company employee may find himself; these can be played during initial training, and as ongoing guidance.  The business owner can choose to manufacture these calls via role-playing, or he can use genuine calls that his company has received during its operation.  The call portfolio should include examples of best practice along with worst, to give trainees a comprehensive ‘library’ of the information they need to be able to handle any type of call.

Calls into the business can be monitored continually and new ones added to the trainee portfolio as and when they occur, so that no employee is left unable to deal with a situation and, more importantly, to ensure that all calls are answered proficiently and satisfactorily.

Auditing Calls to Maintain Quality

Having access to live calls between employees and customers gives the business owner the opportunity to audit their quality whenever needed.  This is useful for lots of reasons; for instance, if sales take a downward turn, it could indicate that perhaps employees are not interacting with the customers correctly, and that this is having an effect on customer satisfaction.  A drop in sales could also be due to the quality of a product being altered, which can happen if a business owner sources a cheaper manufacturing option; not all complaint calls will be due to poor call-handling, so monitoring will allow the employer to differentiate between the two.

Sometimes, when a customer calls a call center, he can tell straightaway that the agent he is talking to is simply reading from a script, and this will not give him confidence that his query will be dealt with; he will feel like a number rather than a valued customer.  Of course, for most calls, a script is essential, but there are ways of talking through it that make the caller feel that they are engaging fully with the company representative they are talking to.

Another good reason to monitor calls is to be able to provide evidence in the case of complaint about a particular employee. The business owner will be able to demonstrate where the employee may have mishandled a customer, rather than having to rely on what that customer has told him. Alternatively, it may be that the caller himself was over-zealous in his complaint, which will vindicate the employee.

Recording Calls for Ongoing Training

Monitoring calls via recording is a vital tool for ongoing training purposes, especially when a new product or service is being introduced.  It ensures that employees are kept up to date with all that the company offers, and that customers can be provided with the information they need when they call.

Mystery Shopping as a Training Tool

Mystery shopping is a great way for a business to test how its employees and agents operate. For the retailer, it involves him asking people who are independent and anonymous to the company employees to visit a store to make a purchase or simply to ask for information, and to report back to management on the service that was provided to them.  Today, the same activity can be undertaken by telephone and the calls recorded.  There are many advantages to this; for instance, a call handled well by an employee can be used as an example when training new employees.  On the other hand, if a customer or client complains to a company that they have been badly treated during a telephone call, the call itself can be retrieved to provide proof that the complaint was indeed genuine and, if so, to explain to the employee where he went wrong and how he could improve his conduct.

Call recording is now a recognized tool for training new employees and for keeping existing staff members ‘up to scratch’, and is proving to be a valuable asset to the company that wants to ensure that its customers and clients are treated courteously and professionally at all times.


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