February 4th, 2016
When it comes to performance and results your sales team is only as good as the time you invest in them. One key aspect to their success is in the quality of your in-house training program so it is important that you have right tools to make it happen.
Many businesses setting up help-desks and call centre telesales teams are using a combination of CRM and integrated VoIP telephony to help them achieve this.
Converging CRM and VoIP functionality enables businesses to:
When a new telesales recruit comes on board a trainer will shadow them to guide them through the company best practice guidelines on handing calls and answering questions. Trainers will often dial in to listen to the interaction of the new recruit and caller to ensure accurate information is given and also dealt with in a professional manner. They can use 3 VoIP features: barge (take over the call), listen and whisper (speak to the trainee but the caller cannot hear) features.
Pop up script(s) can be a great aid when specific information needs to be given out to a caller i.e. in particular the financial or legal business sector need to ensure they are not giving out misleading information. Having script documentation that pops up on-screen to guide your telesales team can be crucial to your business model. Using CRM with VoIP can achieve this by automating the scripts at certain stages of a call to ensure nothing is forgotten.
This enables information taken from the caller to be entered on-screen in form format (for ease of use) and recorded accurately inside the CRM by the telesales operator and then when completed it is automatically saved as a pdf and stored inside the contact record. This information can then be retrieved at a later date to cross reference as and when required. E-signature documentation can also be set up to automatically send to the caller to sign and email back into the system so everything stays streamlined against their contact history records.
After the initial training of a telesales operator has been completed many businesses fail to carry out random checks on their team for measuring customer care and quality of service. Having in-built call recording enables a Manager to simply 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.
This enables the telesales operator to pick up a call and if it is an existing customer the caller id will display and go straight to the caller contact information. On the customer profile screen all the key information is on-screen ready for the operator to view in real-time. They can see all the previous history details and key notes needed to ask the customer. It reduces error and also speeds up efficiency of dealing with the client.
VoIP and CRM work in perfect harmony so that your team work efficiently through their calls. Click2call enables them to get to the next call quickly without having to dial manually. Ability to pull up the next contact record with click of a button can save so much time too with automated contact allocation. Also separating out and allocating contacts to different operators to target market specific promotions or campaigns can be invaluable too.
Author: Claire Hibbert – CRM with integrated VoIP for small business with telesales, help-desk and call centre teams.
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