# 1 CRM VoIP Telephony tools to train your team

February 4th, 2016

# 1 CRM VoIP Telephony

#1 CRM VoIP Telephony tools

When it comes to performance and results your sales team is only as good as the time you invest in them. The quality of your in-house training program is crucial. Many businesses use a combination of CRM VoIP telephony tools to achieve this. They are able to:

  • Easily monitor the quality of a telesales call.

Trainers will often dial into a call to listen to the interaction of the new recruit and caller. They want to ensure accurate information is given and dealt with in a professional manner. VoIP features include: barge (take over the call), listen and whisper (coach trainee with caller on mute).

  • Create on-screen pop up script material at the right time during the call

On-screen script documentation to assist the team can be crucial to your business, to ensure no misleading information is given. It stages the call and processes needed to be carried out to a successful conclusion.

  • Automated e-signature documentation

E-signature documentation can be set up to automatically send to the caller to sign and email back. The signed document is then stored against the relevant contact record.

  • Store and play-back call recording associated to a contact record

Managers can go into a contact record at any time, see who took the call, how long the call lasted and playback the call recording that automatically gets stored against the contact. They can assess how the call was answered and was it done in a timely manner.

  • Click2call and next Contact button features

Click2call enables the team to get to the next call quickly without having to dial manually. Contacts and leads can be separated in the database and allocated efficiently to each team member.

 

Author: Claire Hibbert – CRM and VoIP for small business with telesales, help-desk and call centre teams.

 

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