Sometimes the answer can be right under your nose, or in this case right next to your ear. From the time your business development team first takes an inquiry call about your product, to customer interactions, billing and technical support, having call recordings can provide an instant understanding into unknown pain points and more importantly hidden opportunities.
Here’s a helpful excerpt from Dial800’s Director of Business Development, Chaz Garrity’s recent conversation with partner agency, The DSM Group, as they talk about the importance of call recording and the ways your business can leverage it.
Check out these top 5 ways to use Call Recording to boost your business.
1. Effective Training
Whether you are training new or existing staff, call recording is an extremely valuable training tool. Managers can listen to the recorded calls to ensure that the customer’s experience meets company standards. In addition to accountability, recorded calls can also be used as an example for best practices or as an example of what not to do. This helps employees understand and improve their customer service skills.
2. Improve Customer Service
According to a 2017 Customer Service Barometer by American Express, 33% of Americans say they’ll consider switching companies after just a single instance of poor service. Even more pressing from their report; Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. Both of these stats prove how vital it is to have not only a well-trained staff, but also the ability to hear your customer’s desires and expectations. Knowledge is power and the best way to really know your customer’s needs is through call recording.
3. Monitor Calls for Efficiency & Compliance
When handling a large number of calls it can be expected that some call details will be occasionally missed. By maintaining a database of call recordings, you will have the ability to access detailed recordings that can assist in resolving any error that may have occurred. With the ability to re-listen to calls you can also monitor them to ensure they are being routed to the right person, allowing for more efficient phone calls.
In addition to customer service, another highly important aspect for businesses, especially call centers, is maintaining compliance with various laws. If you take calls in the medical industry, you must abide by HIPAA. And most commonly, businesses must abide by the laws set forth by the FTC and TCPA. Call Recording gives the ability to cover your bases by monitoring staff and if your business were to ever fall under legal scrutiny, the recorded calls will come in handy.
4. Leverage Recordings Used to Improve Marketing
Marketers are often building out content based on the messaging that they think will resonate most with their target audience. Listening to call recordings will give powerful real-world insights into who your customer is, what their pain points may be and which campaigns are truly working.
As Dial800’s Chaz Garrity, mentions in the video, marketers are able to take call recordings to a whole new level with Dial800’s Voice Analytics. By leveraging Voice Analytics you will have the ability to access reports based on keywords spoken, caller mood, and call performance, giving you instant meaningful caller insights. When armed with this information your marketing team the ability to create campaigns and craft collateral tailored to attract the highest quality leads.
5. Improve Sales Strategy
With call recording Sales Managers will have the ability to optimize sales strategies based off of data collected in each phone call. By reviewing sales calls regularly can help you identify any problem areas that the sales team faces and address them accordingly.
A great way to support your sales team with recorded calls is by identifying commonly asked questions. By identifying these questions and providing the sales teams with collateral to refer to, they will be able to address questions, allowing your prospective client to get their answers accurately and efficiently.
With Dial800 you can listen to the calls instantly on your easy to use dashboard. Call recording provides invaluable insight to maximize skill sets and ensure that every customer call is successful.
Call the Dial800 team at 844-Dial800 (844-342-5800) or schedule a demo today at www.Dial800.com