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Posts Categorized: Professional Phone Etiquette

Is Your Customer Difficult to Hear on the Phone?

September 28th, 2017 | Posted by Vaspian

If you are in a line of work where telephone communication is the bulk of your business, it’s important to be mindful of some tips and tricks that can help you gain leverage in dealing with dropped calls or customers who are difficult to hear. Polite Phrasing If you are having a hard time hearing… Read more »

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Speech Analytics

Vaspian is a pioneer in this innovation by transcribing all your recordings to text and offering a complete analysis by extracting key words and phrases throughout your business’ calls. Using state-of-the-art high definition and stereo recording, Vaspian can replay any conversation as you read along. Searching through your calls has been compared to Google, simply type in any word or phrase you want to know has been used, and all instances in which those words or phrases were said appear.

Speech Analytics Score-Card While ‘building out’ your Speech analytics customization’s, a team of engineers and specialists will work with you to develop a standard ‘score’ in communication skills, by determining what words and phrases are allowed and what should also not be said. Pre-programming all settings allows a live, instant update on how your agents skillset compares against your standards.

Speech Analytics Email Alerts Vaspian creates a new compliance tool called Email Alerts which automatically send an email to your compliance team ANY alert that language and tone deemed unprofessional or illegal was used. Gone are the days of trying to catch someone in the act. Your email alerts take 5 minutes from the end of the call to the email alert being sent. A fully transcribed text conversation AND a copy of the recording are sent to one or several people allowing your team to address the offender.

What calls are active? See Dash Boards and Wall Boards to learn how Managers will have a display of all active calls at their fingertips.

Learn More About Speech Analytics

Unlimited Toll Free

If you pay by the minute for your toll-free charges or want to try toll free but don’t want the cost, Vaspian’s unlimited toll free will out an end to both. You can own as many toll-free numbers as you like (we do not charge for phone lines) and pay a flat rate of $10.00 per extension. For example, an office of 5 extensions will cost $50.00 monthly for unlimited toll free.

To determine if you would save money with an unlimited plan, use our Savings Calculator HERE

Mobile Apps

A mobile app is an application that can be installed on your phone, tablet, PC

Call Monitoring

A call center feature that lets managers listen in on agents’ calls in order to improve agent performance. Calls are monitored in real time with without the agent’s knowledge. Vaspian takes this feature to the next level with Monitoring Options allowing Managers to engage a live call in three different ways. See Barge, Whisper, Steal.

Call Monitoring: Barge, Whisper, Steal:

Barge allows a manager to insert himself into the call, whereby BOTH the Agent and the customer are in a forced 3-way call, where all three parties can hear and speak to each other.

Whisper (Live Coaching) allows a Manager to speak into the earpiece of the Agent without the customer hearing what the manager is saying.

Steal allows a Manager to remove the call from the agent’s phone entirely, forcing the customer to forward to the Manager’s phone. All three advanced monitoring features are included with your system at no extra cost. Don’t forget, all features are available on any device, allowing you to monitor calls when you aren’t even in the building!

View a sample of a Monitoring Screen HERE

Intelligent Call Routing

A system of rules applied to inbound calls that push a call through your company. Often called ‘Ring Group/Hunt Group’ beginning with an Auto-Attendant, when a caller presses a menu option only chosen extensions will be included in the call route. Additionally, if those ‘level one’ extensions do not answer, additional rules are made on both the number of rings and your customization in what happens to the call next. With Vaspian, you may include your cell phone number as part of your call routing infrastructure and have voicemails sent to an email, with dictation. Emails can be individual or sent to a group. You will never miss another call again; not even if you wanted to.

Call Conferencing

Joining multiple people in several locations into a group call. Each Mitel phone comes standard with 10-way conference calling plus a conference bridge

Voicemail to Email Transcription

A rule for calls sent to voicemail that allow a recording to be downloaded and attached to an email. This email can be an individual email or a group email. Vaspian can also turn dictation on, allowing you to read your emails.

Auto Attendent

Many companies have this feature; an automated greeting with selections and menus for your caller. Re-route calls to the appropriate people/department. You may have multiple auto attendants depending on the time of day or if you are unexpectedly closed. Vaspian’s Support Department is a key element to our success and is available for you, FOR FREE, for the life of your account.

Advanced Speech Analytics

Reports happen to be one of our strengths. We created a quick menu for frequent reports, so you will not have to create new parameters every time. Your reports cover individual extensions, groups, any length of time you desire, and even reports on your phone lines. My favorite, ‘Today’s Calls’ shows an hour by hour breakdown of all calls. With every report you will also see a call log of every call included in the report. All reports are held inside of your Vaspian Portal and can be viewed anywhere, on any device.

View sample reports HERE

Fax to Email

a premium Internet fax service that makes it easy to send and receive faxes by email and online using your phone, tablet or computer. Vaspian stores all incoming and outbound faxes for instant retrieval. Replaces bulky equipment and expensive toner and paper. This is also an unlimited service for $20 monthly per fax line.

involves a set of policies, tools and procedures to enable the recovery or continuation of vital technology infrastructure and systems following a natural or human-induced disaster. Like, your phones. Vaspian can create several protocols in place to insure, at the very least, an auto attendant can be created to inform your customers of the problem and even push all your calls to your mobile phones. You will receive voicemail to email and view every incoming call on your call reports- without power. Internet failover allows Vaspian phones to failover to a second internet connection.

Call Queuing

Using Automatic Call Distributers to distribute inbound calls to specific extensions. This also addresses how calls are addressed when all agents are on a call, or a holding area. Vaspian advances this feature with customized recordings while on hold. We give you full control on the entire path a call takes from it’s first ring through every scenario including during and after-hours strategies. You will also have custom Dash Boards and Call Queue Dashboards keeping your team aware of abandoned calls, calls currently on hold, and more.

CRM Integration

CRM Software allows your website and customer database to work together to retain customer information and enable market automations. When integrating your CRM with Vaspian, ‘Click to Dial’ and ‘Screen Pop’ account retrieval is brought to life. Productivity is reported to increase by 15% removing misdials by human error and asking which customer is on the phone.

Here are Vaspian’s current CRM Software Integration Partners. If your CRM is not included, we will integrate at no extra cost to you.

Call Recording

This feature allows conversations between your customers and agents to be placed in a digital audio file format. You can retrieve, play back, and store all recordings. Vaspian is a pioneer in innovation for call recording with instant playback, one-year archive, and seven filters to search your recordings with. We record in dual audio automatically preparing the best quality recording should you become interested in Speech Analytics, whereby the recordings will be transcribed to text, allowing you to search through your calls by key words and phrases. All call recordings with Vaspian can be downloaded and added as attachments to emails for instant sharing.

Live Dashboards

Charts, graphs, and infographics detailing phones that are logged in, active, on a call. Vaspian has several dashboards including calls on hold, active talk time and call totals, and dashboards allowing Managers to monitor and even engage in active calls.

Soft Phone

A softphone is a computer program or mobile phone application used to make phone calls over the internet from any device with a speaker and mic, including computers and mobile devices. A softphone allows users to make telephone calls without an actual, physical telephone. Vaspian’s innovation allows soft phones to be as functional as a desk phone with caller ID, 10-way calling, call logs, voicemail and more. Also, all remote workers (employees that do not report to the office) can use a Soft Phone as a desk phone allowing their mobile phone to have an extension included in the office phone system. (See also Remote Workers)

View Vaspian’s soft phone integration partner HERE

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