Everything You Need To Know About VoIP: Conference Calls & Coaching

November 22, 2017

If you’ve read our blog before you know that we love VoIP

We’ve decided to explain exactly why we love it by looking at some of the features in a bit more detail.

Firstly, we looked at what Call Hunting is and why you might want to use it in your business.

The next features we are going to look at are the conference call and coaching features available within a business VoIP telephone systems.

Conference Calling

Whilst it may be nothing new, VoIP brings new clarity and control to the humble conference call.

With traditional conference calls unmuted phones produce annoying background noise, electronics placed too closely to the dial-in phone create buzzing sounds and if someone puts their call on hold, the rest of the members get drowned out by hold music. VoIP helps eradicate these technological disturbances and can turn conference calls into a really useful tool for bringing together remote teams whilst saving time and expense.

With VoIP, the audio is transferred to digital data, and therefore conference calls using VoIP experience less interference and produce a clearer sound. The management tools accompanying the conference feature also allow for easier management of the call. A floor monitor can be set, members can be muted, and Q and A sessions can be managed better with “hand-raising” features to moderate turns.

Of course, your call bundle will include office to office calls so there will be no cost for conference calls, another huge advantage as these can be lengthy calls.

VoIP also comes with a number of add-ons which increase flexibility. You don’t need everyone to be in the office as they can use VoIP on a mobile and there may be video conferencing options available to you – giving an opportunity for a virtual ‘face-to-face’ meeting. You may also be able to ‘screen share’ to share presentations or documents whilst you are talking about them.

Coaching

With the coaching features available with VoIP instead of giving your employees advice after they’ve hung up the phone, give them advice whilst they are actually on the call.

It’s easy enough to record phone calls no matter what type of system you’re using, but VoIP goes far beyond that simple task to offer fully integrated coaching tools.

Aside from monitoring conversations and logging calls, supervisors and managers can guide employees through phone calls in real time, all without the caller even knowing.

The two main features to use for coaching are generally called Whisper and Barge.

The whisper feature available on the majority of business VoIP systems allows supervisors to speak to employees during calls to provide advice and guidance without interrupting the call between the employee and the customer. This feature can be especially helpful for new employees as they the can be guided through their first live calls with customers and clients. This feature is also excellent for quickly redirecting difficult conversations and ultimately improving customer relationships.

Barge also allows supervisors and managers to listen to a conversation between an employee and a client, but with barge, this is done without the facility to interrupt. The employee can either be alerted that the call is being listened to or not. With this feature, management can check that employees are following call protocols and provide feedback on ‘natural’ performance.

Interested in VoIP?

Are you currently using VoIP? If not you need to be aware that ISDN is being phased out and will disappear entirely in 2025 – it’s a case of when, rather than if, your business will move to VoIP.

We are offering new VoIP customers FREE Installation and Setup for new VoIP systems. For a no-obligation conversation call us on 0800 0306 520

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