Why should your business use call coaching?
Wayv. Talk and Broadband for Business ??????
Sheffield-based Telecoms, Broadband and Managed IT Services provider exclusively dedicated to SME's across the UK
What is call coaching?
Call coaching is a handy feature which can be accessed on some newer business phone systems.
Similarly to call recording, call coaching provides a number of benefits to all sizes of business. While the software may immediately seem best suited to larger scale call centres, it could be argued that call coaching is more valuable to small to medium sized businesses.
Leveraging call coaching for SMEs?
In a small-to-medium sized business, every customer touchpoint is valuable to your bottom line. It’s therefore important that your staff members can answer and respond to calls, queries and questions with confidence and knowledge.?
The call coaching feature gives managers, leaders, and owners the ability to listen in on calls, and communicate directly with the agent conducting the call, without the customer or client being able to hear you. This means that you can guide your staff member on what they should respond in real-time. There’s also the option, if needed, for you to ‘barge in’ to the call, if you feel the conversation is not going well.?
The benefits
By using call coaching for new members of staff, you can help refine the tone and delivery of messaging, hone the art of client and customer-facing calls, and ensure the messaging is correct.
It gives you greater control of the way your company is perceived as you can coach your staff base to be consistent in how they manage calls. You can also re-visit call coaching at any point if you have new products or services to discuss with customers, ensuring staff are confident before they go live.
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Call coaching enables you to give employees immediate feedback, therefore saving you time and, ultimately, money.
So why is call coaching important?
Consistent customer and client service is becoming more important, as people place more value on personal connections. Being able to confidently and effectively communicate with customers throughout your business can bolster your company reputation.
By successfully implementing call coaching, your business can improve employees’ communication skills, build strong internal and customer relationships, and in turn achieve greater goals as a team. ?
Our phone systems include call coaching at no extra cost. If you’d like to find out more, contact us to see how we can help:
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