Every time someone in your organisation answers the phone or makes a call, they represent your company.
Imagine you're able to log and record every bit of your company's interaction with your customers. It's not just for cases of litigation, but ensures that your high standards of service can be monitored, that information is presented accurately, and so that you can gain vital intelligence about how your customers are treated when they interact with your company's people.
Staff are often the most valuable resource in any organisation, yet they're often let loose to say whatever they like to your customers with no checks in place to monitor how effectively they are communicating your business's messages.
Moreover, your best staff can be passed over simply because their abilities are not recognised. But by periodically spot-checking how your people interact with your customers on the phone, you'll be in possession of a business intelligence tool that'll not only alert you to the need for additional training for some staff, but also allow you to recognise and retain those staff members that are going unnoticed!
The higher up in the organisation you are, the less day-to-day interaction you will have with the people at the coal face, so it's essential that you can monitor those staff who provide the voice of your company. TIM Talk allows you to drill up and down the hierarchy of your organisation, listening to any call at any time from any member of staff.
Because of the advanced interface, several different levels of user access are allowed e.g. department managers can be restricted to listening only to calls made by members of their own teams.
All of this results in well trained, focused staff, happier customers and real accountability for anything said on behalf of your organisation!
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