FreedomVOICE Improves Quality Control and Staff Training with
Call Review
ENCINITAS, Calif. (Business Wire EON) July 8, 2008 --
FreedomVOICE Systems, a
leading provider of virtual office solutions, announced today it has
added Call Review, a powerful tool for implementing employee training
and ensuring quality control, to its VoIP Hosted PBX service, FreedomIQ.
“We’ve been in the
business of helping small businesses since 1996,”
explains Eric Thomas, founder and CEO of FreedomVOICE Systems. “When
they talk, we listen. What they tell us is that they need a way of
monitoring staff calls.”
The quality of a client’s experience on a
telephone call may be the determining factor in whether or not they
remain a customer. Often their only contact with a company is over the
telephone with sales, customer service or technical support.
Call Review was designed to make information retrieval as convenient as
possible. All calls are displayed on a table in a user friendly web
interface. The call data is easily storable by employee name, incoming
number, time of day, extension and other criteria. With just a click of
a button, a supervisor can know what was said on any business telephone.
Suppose an angry customer calls to complain about erroneous information
given by technical support, but they don’t
remember the name of the employee. If they are able to supply the date
of their phone call and the number they dialed from, the supervisor can
use Call Review to immediately find their initial call. The supervisor
can listen to the original conversation with technical support, while
the customer is still on the phone. It’s that
fast.
All calls received by an employee can be found by a single sort, no
matter how many telephones they may have logged into. This is true even
if the employee works from home. FreedomIQ
is a VoIP Hosted PBX, which uses the Internet to integrate telephones no
matter where they are located. Monitoring remote staff will increase in
importance as rising gas prices spurs telecommuting.
In addition to quality assurance, supervisors use Call Review for
employee training. They can determine if standard procedures are being
followed, and give employees valuable feedback.
Call Review also provides an audio record of what was said. This may
offer protection in instances of legal disputes.
To learn how FreedomIQ and other virtual
office solutions can ensure quality and assist with staff training,
contact FreedomVOICE Systems
at 1-800-477-1477.
About FreedomVOICE Systems:
Founded in 1996, FreedomVOICE
Systems develops and markets FreedomIQ,
a VoIP Hosted PBX service allowing businesses and professional offices
to interact more effectively with their customers, clients, patients and
associates. FreedomVOICE Systems offers a comprehensive slate of
integrated virtual office
solutions, enabling business owners to enhance company image,
communicate seamlessly with customers, track marketing effectiveness,
and increase profitability.
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