Every call coming into your business is important. In today’s market, when customers have so much buying choice and competition is fierce, then how your business deals with customers’ calls can be the difference between getting and retaining a caller’s business, or losing them to one of your competitors. In this environment, monitoring how effectively your employees deal with your callers is vital. The most effective way of doing this is by using call recording.
Call recording allows you to analyse your employees’ telephone handling skills. Listening to those calls regularly lets you build a picture of how customer interactions take place. So what are the benefits of call recording?
Staff Development: Call recordings can be used for staff development. Once you know what a good or bad call for your business sound like, you can use the calls to illustrate this to your staff.
Processes: You can use call recording to help you refine your processes. If your current call handling processes aren’t working – change them and use the recordings to see the results.
Customer Service: It is said that one happy customer can bring five new ones to your business, but one unhappy customer could spread their opinion to hundreds of people, especially via on-line reviews and social media sites. Using call recording, you can track how your customers are treated and how their complaints are handled. That information can be used to improve your customer service. Turn unhappy customers into happy ones.
Seasonal Promotions: Is your team promoting your special offers or seasonal promotions to callers on the phone? Call recording lets you monitor that.
Sales Enquiries: If you have a large number of inbound phone enquiries which are not being translated to appointments or sales, call recording will help you find out why.
Lead Generation: If your sales team make outbound prospecting calls, you can determine the quality (or lack of it) of the leads they are generating.
Dispute Resolution: Call recording can be used as an aid to dispute resolution. You can check what was agreed and use the information so resolve the issue. You will also be able to hear how your employees dealt with angry callers and whether they need additional training to help them cope with difficult situations.
Overall, call recording can benefit your business in multiple ways: for quality and training, dispute resolution and also for compliance purposes. With the right solution you can transform your business.
