Can Business VoIP Also Contribute to Customer Satisfaction?

The argument in favor of voice over Internet protocol (VoIP) for the business environment tends to be centered on the cost benefits when migrating voice and data onto the same network. Dig a little deeper and the added perks start to surface – such as improved customer service. It’s not just about the quality of the connection; it’s also the integration of other applications.

Business VoIP is really just a tool, however. The true quality in the customer experience is based on the employee on the other end of the live call. Is it better for a business to hire according to specific skills, attitude or potential fit with the company’s culture? A recent Nextiva blog highlighted this very topic, exploring the five essential skills that contribute to the customer experience. 

The key point when hiring for customer service is to look for that individual with the right attitude. Specific skills can be taught and the company culture is often dictated by those who work within its walls. It is the right attitude that contributes to a quality experience as that individual shows up for work ready to produce the desired results. Plus, according to an American Express survey, those with a hospitality background are better suited for a position reliant on building deep relationships. 

Certain characteristics aren’t necessarily taught on the job, but ingrained in the individual. For instance, is he or she able to focus on a single task and see it through to the end? This is a key point for a customer who doesn’t want to be passed around from person to person, explaining the purpose of the call each time. Often a sore spot with customers, an inability to focus can quickly turn an inquisitive customer into a frustrated customer. 

The ability to remain courteous throughout hundreds of calls is also an important quality within a business VoIP environment. The customer on the other end of the line doesn’t care how many other customers have called or if the employee is having a bad day. The right employee for the job is the one able to be just as courteous to caller 250 as he or she is to caller number one. 

Empathy is another important quality for the customer experience. The ability to put oneself into the shoes of others is important in a situation where the employee has the power to solve a problem or not. Customers truly want empathy – it makes them feel as though they matter.

Keeping all customer interactions free of frustration is a lofty goal, but the employee able to remain calm and cool in the face of frustration is more likely to satisfy the customer. At the same time, the ability to improvise and handle an issue off script is key. The ability to recognize when an exception needs to be made is also important. 

The ability to test for these skills when hiring for the right employee ensures that the application of a business VoIP system is more likely to lead to a satisfying experience for all customers. Cost efficiency is great – but the ultimate goal should be the satisfied customer.  


Edited by Jamie Epstein