FreedomVOICE Systems (FVS), a licensed telecommunications carrier specializing in virtual office and hosted telephone solutions. This is enhanced to support small businesses, for using its own unique technology products to guarantee a high standard for its client service function.
“Our tens of thousands of customers put a huge faith in our ability to help them maximize productivity using our systems. If a customer has a problem or needs help, it’s our job to take care of it effectively and completely. Two of our product features, Call Record and PodFone, tapping into the burgeoning podcast popularity, give us the ability to easily review calls coming into our Client Services department without taking up normal work time,” Eric Thomas, CEO and Founder, was quoted as saying in the report.
According to Thomas, the issue was one of priority. Though he knew reviewing calls was an important quality assurance function, as soon as he arrived at his office, other, more urgent, matters took precedent. That’s when he decided to use FreedomVOICE technology to solve the problem. Thomas wanted a way to review calls as he commuted to and from the office, to maximize what normally would be idle time.
The solution was to combine Call Record, a feature previously available only on high end phone systems with PodFone, a new FreedomVOICE product tapping into the burgeoning podcast revolution.
Call Record allows Thomas to select what Client Service extensions he wants recorded. To just review or archive calls this would have been enough. Users of Call Record can access FreedomVOICE’s innovative WebLINK Personal Control Panel at any time to review recordings they make.
Thomas made the recordings mobile by turning on PodFone on the WebLINK folder where the recordings were being stored. This instantly generated a podcast URL which he then copied to his iTunes interface to create a new podcast of client services recordings. He set the podcast to update every hour so he would not miss any calls. In the morning and again at the end of the day, he transfers the Client Services podcast files to his iPod.
“Then, as I drive, I simply plug the device into my car stereo and listen. When I get to work I can spend a few moments talking with client services reps to help them further refine their skills,” Thomas, was quoted as saying in the report.
According to company officials, Client Service reps feel more confident in their phone skills and in their ability to offer superior customer service.
“Really being able to monitor calls has had two main benefits. First is that our Client Services reps know their calls are being listened to. That alone makes an impact because anyone who feels they have an audience wants to perform better. Secondly, I’ve developed a great deal of know how related to effective listening, putting a customer first, using the right words to convey that attitude and providing effective solutions that as one Client Services rep put it, ‘It’s great that you can pass on that knowledge so we can all benefit.’ Being able to use Call Record and PodFone in combination makes that possible,” Thomas, was quoted as saying in the report.
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Calvin Azuri is a contributing editor for TMCnet.
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