Sales and Staff Training

It makes good business sense to monitor and coach your employees in order to improve their performance on the phone. By using well handled, positive, recorded calls as examples of the standards you require you can watch morale grow, your customer experience metrics improve and the company prosper.

In small businesses, standards can slip if the owners/directors are not actively managing their team day in, day out. But if the owners/directors aren’t in the office, how can standards be maintained? A call recording system ensures calls are being recorded all the time, helping to maintain quality levels. You can check, from anywhere in the world, what calls are coming in and how they are being handled. Listening to calls can highlight training and development needs. You will also be able to monitor how quickly calls are answered and the size of call queues.

From a sales perspective, monitoring calls can help with training and development of individual sales personnel. Silent ‘in the ear’ coaching on lives calls gives the supervisor or trainer the ability to make suggestions to the call handler without the called party hearing.

Calls that have been handled well can be used as examples in a training session.

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Frequently asked Questions

How does the call recording system help my business when I’m away from the office?
It tracks all calls in and out of the business, including any unanswered calls and how many rings it takes for the calls to be answered.
You can check messages are being passed on and no calls are being missed. By listening in to calls you can identify any staff who may need additional coaching.
Yes you can play back calls – particularly those that have been handled well can be used in a training session.
Yes – you simply assign a member of staff to be the ‘supervisor’ who will have complete access to all calls via their supervisor dashboard.

Why this product/service?

  • Reason 1

    It makes good business sense to monitor and coach your employees in order to improve their performance on the phone.

  • Reason 2

    A call recording systems ensures calls are records all the time, helping to maintain quality levels.

  • Reason 3

    Listening to calls can highlight training and development needs.

  • Reason 4

    From a sales perspective, monitoring calls can help with training and development of individual sales personnel.

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    Every Call Matters
    In this competitive world it makes sense to record your calls to ensure that your hard-won orders are captured precisely. Misheard instructions or incorrect delivery information will result in wasted time, effort, money and perhaps even damage a reputation you have spent years building.

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    Call Recording – Lease To Buy
    Buying on lease has many advantages and the lease option we use means that you end up owning the equipment at the end of the term. Lease to buy means that you can hold on to your capital and use it for growing your business.

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    Compliance
    There are currently several guidelines and laws relevant to the recording of calls. Firstly, under the Data Protection Act you must let your employees and customers know that you are recording calls and why – ie ‘for training and monitoring purposes’.

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