How VoIP Can Assist With Employee Training

A VoIP system requires only a reliable internet connection and an internet phone to work. In fact, the phones themselves are often indistinguishable from standard business desk phones.

Educating your remote employees about the benefits of business VoIP will help them buy-in faster, especially those who are not familiar with it. The following features can assist with employee training.

Unified Communication

In today’s increasingly remote workforce, the need for streamlined communication is a priority. Employees that are able to work from wherever they are, whenever they are – without sacrificing productivity – will boost morale and result in improved overall efficiency.

This new world of working has led to an influx of innovative tools that allow employees to work wherever they are with the power of cloud technology. While these new tools are great for allowing workers to be more flexible, the sheer number of options can be overwhelming for employees that have no experience with these new technologies.

Many unified communications (UC) solutions now offer additional features that enable teams to communicate and collaborate effectively. For instance, UC providers can include functionality like presence to let colleagues know whether or not someone is available for calls or just busy. This eliminates time-consuming telephone tag and enables team members to find the right person faster. The result is a more efficient working experience that saves businesses money.

3-Way Calling

3-Way Calling is a phone feature that allows a user to add a third party into an ongoing call. The process is similar to conference calling but without the need for special codes or call waiting. This feature is built into most VoIP systems and can be accessed by using the conference button on your VoIP phone.

This feature can be useful in training for many reasons. For example, if you’re on a phone call with a coworker and need to speak to someone in another department, you can easily call them and place the first call on hold before bringing the new person on board.

This is also a great way to maintain proper call etiquette and practice good business communication skills. The process varies by device, but it’s usually as simple as dialing in the second number while you’re on an existing call and pressing the conference button (or merging calls in some apps). This feature is included in most VoIP service plans.

Whisper Calling

Whisper calling allows managers or trainers to join a live call between an agent and a customer, while the customer isn’t aware of the manager joining. This gives the supervisor the ability to communicate with the agent and provide them training and advice on the spot.

The agent will hear a ringing sound and a short recording that lets them know the call is being monitored by a team leader. They can then decide whether to accept the call and allow the team leader to participate or to reject it, allowing them to continue the conversation with the customer.

While whisper calls can improve agents’ performance, it’s important to distinguish this functionality from other VoIP capabilities. These include call monitoring, which lets supervisors listen in on calls and get a first-hand impression of how agents are performing. Call tracking also provides valuable metrics that help businesses save time and money. This information is organized in a call log, making it easier to access and analyze.

Instant Messaging

Instant messaging allows employees to connect quickly and communicate with colleagues in real-time, which is critical in remote work environments. This type of communication also facilitates collaboration and streamlines the sharing of files and documents.

IM can help level the hierarchy in team discussions and support learning for new hires. A recent study of emergency surgical teams found that IM allowed more junior members to ask quick questions of their senior colleagues. In turn, the more experienced team members benefited from informal mentoring and coaching opportunities.

Business-specific IM apps offer closed networks, encryption options, peer-to-peer communication channels, and other safety features. With these tools, businesses can ensure that IM is being used for productive purposes and meets the strict security requirements of any enterprise. Employees should be encouraged to report any misuse or security concerns related to IM. Additionally, the company should clarify that IM content can qualify as records under the statutory definition and is subject to records management policies.