When it comes to communication, every interaction and point of connection with the customer is an opportunity to make a difference. Despite the variety of channels available to businesses today, calls remain one of the most popular methods, being one of the most direct and personal forms of communication. However, managing these interactions can often be complex without the right tools.
At FROGED, we’ve focused on designing innovative voice calls features that go beyond the basics and make daily work easier for every team member, from the manager overseeing everything to the newly trained team member eager to learn everything. These tools not only help optimize call center workflows but also improve the customer experience and boost overall team efficiency. If you’re not using them yet, today we’re introducing some voice calls features you might not have tried yet, but once you do, you’ll wonder how you ever managed without them.
Live calls: Monitoring and supervision system
One of the most powerful tools, live calls allow for real-time monitoring and listening, providing a smoother and more efficient experience for teams. With this tool, agents can access any active call from the existing call list and join it whenever they choose.
The best part is that this doesn’t create any interference or annoyance for the participants in the call. New listeners can join seamlessly without disrupting the conversation, operating like a full member of the team with the usual commands of any call to intervene, hang up, etc.
Use cases
Supervision: Managers can join live calls to oversee agent interactions. This feature is ideal for ensuring the team is aligned and providing instant feedback.
Learning listen: New agents or trainees can listen to calls from more experienced colleagues to learn and improve their skills in real situations.
Collaboration: If an agent encounters a problem they can’t resolve, they can invite another colleague to join the call as a collaborator. This allows for a quick and efficient solution. Additionally, if necessary, the new collaborator can take control of the call and continue the conversation, making a transfer.
Call history: Total control
Having a good call history is essential for maintaining full control over customer interactions. This involves having a complete and organized record of all incoming and outgoing calls, from the most recent to the oldest.
The list also features advanced search functionality that allows users to apply filters according to the type of call, making it easier to prioritize certain calls, such as returning lost customer calls and optimizing time. Each call provides key details, such as date, time, customer name, the agent who handled the call, and duration (if a response was obtained). Additionally, each record has a menu of options that allows users to listen to the call recording, open the conversation in the inbox, or, if needed, call the customer back.
Detailed information can be obtained from the call report, which allows downloading a CSV file with the call history over a selected time period. This document includes relevant data such as date, time, duration, CSAT, and other details that help analyze interactions in depth.
Use cases
Returning lost calls: If a customer has been waiting or had to hang up without receiving a response, the call history allows you to identify those missed calls quickly and act promptly to return them, improving the customer experience.
Performance evaluation: Managers can review call recordings to evaluate agent performance, identify areas for improvement, and provide constructive feedback.
Quality and satisfaction analysis: By reviewing call history and reports, responsible parties can identify patterns or problematic areas, using CSAT and other metrics to optimize service quality and make informed decisions.
Continuing previous conversations and generating detailed reports: If an agent needs to continue a pending conversation, they can access the call history, review the context, and resume the interaction with the customer, ensuring a seamless experience. Additionally, the ability to download the call history as a CSV file allows for extracting specific data for internal reports or analysis, aiding in strategic decision-making.
Contact notes: Key information at your fingertips
Contact notes are an essential tool for maintaining a detailed record of customer interactions, allowing agents, managers, and other team members to stay informed of any relevant details for future interactions. Agents can add notes about the call, highlight important points, or even record any follow-up actions that need to be taken.
These notes are accessible to all team members, ensuring centralized and easily accessible information at all times. This keeps the team aligned, even if different agents are handling the same customer at different times.
Use cases
Interaction history: Notes provide a complete record of all previous interactions with each customer, making it easier to continue conversations and avoid repeating the same information.
Team collaboration: If a call needs to be transferred or another agent takes over, notes provide key information to help the new agent be well-prepared to continue the interaction without wasting time.
Personalized follow-up: By recording specific details about the call or customer interests, agents can offer a more personalized service and anticipate future needs.
Continuous improvement: Notes can be a source of information for evaluating and adjusting customer service approaches, helping identify areas for improvement in processes or agent training.
These voice call features aren’t just hypothetical—these are real-world tools that have helped our clients improve their communication, streamline their workflows, and enhance their customer service. From monitoring live calls to tracking detailed call histories and collaborating effectively through contact notes, these features have been successfully used by businesses to boost efficiency and customer satisfaction. Once you experience them, you’ll understand why they’ve become essential tools for other teams.
