The evolving needs of modern businesses require more efficient modern communication solutions. In this evolution, everyone is always looking for ways to grow their own business in an industry that can be very competitive. Having been in this industry for a while, we have seen many changes. Here are 5 tips we want to give you to be sure you are doing everything you can to keep growing in the VoIP world.
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Know What You’re Getting Yourself Into
The most important thing to do when looking for a VoIP solution is to hire a team that knows what they are doing. Many VoIP companies have little to no IT experience. This is not what you want.
With the rise of internet communications, more and more companies are looking to switch their landlines to something simpler and cheaper. The solution: VoIP; however, because this technology is new to many businesses, it’s important that the people offering these types of products and services fully understand how they work.
From basic questions about how the product works to technical questions, your VoIP provider should know how to answer them all. If your service provider knows LAN/WAN, VoIP protocols, and Voice Codecs, you will feel more at ease knowing that they are qualified to manage your phones. Always check references and beware of any red flags that might pop up.
This article explains how a VoIP system will improve your sales department’s performance and, therefore, your company.
Companies have several departments; however, the sales department is the heart of every business. Therefore, due to its vital importance, it is essential to ensure its functioning properly, and communication plays a vital role. We believe it is essential to concentrate efforts on properly transmitting the information. This is where IP telephony can help your business improve its sales, increase its value, increase your competitiveness, and exceed your customers’ expectations.
More and more businesses are deciding to leave traditional telephony behind and switch to VoIP. The advantages generated by this leap to VoIP range from cost savings to the ease it offers sales agents and customer service to perform their work effectively. The result of this change is more satisfied customers. Most importantly, switching to VoIP is quick and simple, as it takes just a few minutes to set up after getting the phones provisioned and uploaded into the switchboard after all the hard work has been done. There is no need to stop the workflow, but this can be done after hours if you choose.
Sales Department Challenges That VoIP Helps Solve
This sales agent appears to be quite happy while talking on his VoIP headset.
VoIP solutions help with the transmission of information both within the company, between employees, and its customers. In particular, there are two major advantages for the sales department:
Thanks to the ever-evolving VoIP software, we can measure the performance of your sales department. This way, we will find new opportunities and improve the performance of your agents. Defining sales KPIs for such measurements will help you identify what you excel at and which areas you should pay special attention to. Some of the most relevant indicators for a call center sales team are:
Sales per agent: this indicator shows the number of sales in relation to calls made by agents.
Peak time: identifying the busiest hours is important to have enough staff to meet customer demand.
Wait time: knowing the time it takes for a customer to be attended to by an agent from the moment the call is made will provide relevant information to structure the workflow and help reduce abandonment.
Call abandonment: this metric will provide information on the number of people who end the call before contacting an agent.
Work time after a call: this KPI measures the agent’s amount of work time to solve the customer’s problems during their call.
More Efficient Call Center
Investing in a VoIP solution will boost the efficiency of your call center and all your KPIs.
With an IP telephony solution, all this information will be available thanks to advanced analytics, call software tools and integrations with the most used CRM and sales programs on the market. With this data, you can make better decisions to achieve your sales goals.
When contracting IP telephony, you will have other elements to help in sales, such as:
PowerDialer: an automatic dialer that saves time when creating lists of numbers. It can capture up to 80 calls per hour without losing access to customer data synchronized with the CRM and displayed on pop-up screens.
Warm Transfer: offers the possibility to discuss calls with agents before transferring them. This way, we can share relevant information about the customer’s case to update the next caller.
Call Routing: maximize agent resources by creating specialized teams.
Tags: give the option to add relevant information about the calls and the customer.
Click-to-Call: by simply clicking on a number, the application automatically opens for numbering, saving time and increasing team productivity.
This year has also transformed most jobs, as many companies have switched to working remotely to continue operating. As IP telephony is of great help to sales departments, it is important to note that it offers agents the ability to work remotely, either from a computer or a mobile device.
How Can VoIP Help Your Sales Manager?
Sales managers are always on the move, whether they oversee agents or in meetings with potential customers. Having the right VoIP solution at their disposal is key to them staying fully productive.
A properly executed VoIP solution also considers the needs of the sales manager, as it is a great help in tracking and monitoring calls. All the information generated is stored, and detailed analytics can be generated to review performance from the control panel. Also, filters can be applied to observe the data that interest us and get a complete picture.
Another VoIP feature allows the sales manager to talk to agents to provide support secretly while they are on the call. All calls can be recorded for later analysis. This can be used to detect hits and misses and speed up the learning process for new recruits.
There is no one solution when it comes to VoIP. Each business is different and has different needs. When looking for a VoIP solution for your company, look for a customizable and tailored solution. Then and only then will you have an amazing experience that companies like ours strive to give our customers.
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