Why Call Recording is Essential for Your Business

Have you tried to find general needs and requests from your calls? Or maybe you’ve attempted to collect appropriate data and examples from calls? Keeping track of hundreds of calls your company receives daily is impossible without help. That’s where call recording comes to the rescue.

A call recording can help you better understand customer need, response, and feedback, and analyze the performance of your agents. In this article, we’ll talk about why call recording is essential for your business.

#1 Benefits for Customer Service, Product Development, and Sales

 

Customer call dialog provides a front row seat to how a customer feels your products and services. Listening to support calls exposes pain-points, ever-changing demands, recurring issues and the other important issues your company needs to know about. Identifying these issues is the first step toward solutions to the problems.

 

Customer service isn’t the only department that can benefit from call recordings. A product development team can adjust and enhance products according customer expectations expressed on the calls. A marketing team can build content and campaigns around how to deal with the pain-points or make the most of your product. And if you can change the whole approach of how your sales team will pitch a prospect.

#2 Train Better and Assure Quality with Call Recording

 

Call recordings can help you understand how your agents are dealing with your customers. Plus, you can hold them accountable for how they’re dealing with customers.

 

Managers can listen to call recordings of agents in their team to ensure that each agent is delivering the best customer experience. If an agent lacks in certain areas, a manager can give the exact feedback and training the agent requires to perform better. The manager can use the agent’s call recordings while training. Listening to how one practically sounds on the phone can make a huge impact on how the agent deals with the calls the next time.

 

Call recordings can help you identify common mistakes that agents might be committing, and call recordings can also help you appreciate a good agent. If an agent is consistently doing good, you can listen to call recordings, identify their secret sauce and share it with everybody in your organization as an example to train and motivate others.

 

#3 Capture Missed Information

 

Nobody’s perfect. Even great agents miss a particular request or jumble between which customer asked for what. But don’t ignore the chances of human error.

 

Maybe a customer speaks too fast. Maybe an agent fails to understand a heavy accent, or is just shy or timid to ask twice. If you use call recording services, agents can rely on the call recordings to make sure they’re providing a customer with everything they asked for.

 

#4 Avoid Potential Disputes

 

Call recordings can act as a secret weapon to resolve disputes between the company and the client. And in extreme cases, it can avoid a dispute from turning into a lengthy and costly legal battle.

 

Managers can go back and listen to the interaction to see what happened and use that information to best resolve the dispute.

 

#5 Revamp Buyer Personas

 

The more you listen to call recordings, the better you understand your customers. With call recordings, you can practically step into their shoes and experience their problems. This can help you revamp buyer personas. It is possible that your customer base turns out to be completely different than what you had first imagined. If that is the case, you need to go back and change your buyer persons.

 

Having a realistic understanding of buyer personas can make your sales and marketing efforts much more efficient and impactful. If your company does not have a buyer persona, call recordings can help you nail it the first time!

 

With all the above-mentioned benefits, call recordings play an important role in improving conversion rates. Capture call details and draw results by making changes because to improve a business.

Read More

Phone Etiquette… and Why You Need Some

Will your work contribution make history? Well, the work Emma Nutt accomplished did! She became the world’s first female telephone operator in 1878. Even a century after Nutt first connected a call; switchboards were still almost entirely staffed by women.

Before Graham Bell hired Nutt for a Telephone Dispatch Company in Boston, they were hiring boys as telephone operators. However, many boys lacked patience, played pranks and even cursed at the customers. Their attitude was impermissible.

The general customer response to Nutt’s refined behavior was immensely positive. Her example became the prototype all telephone companies began to mirror. Hiring Emma Nutt was not only beneficial for the company but it also altered how telephone industries run. Emma Nutt made history by being patient, savvy and by maintaining a cultured and soothing voice. Her work is the best reminder of why phone etiquette is an essential skill.

Implementing three essential categories of phone etiquette can help you answer the phone professionally and maintain telephone courtesy.

Category #1: Before Answering the Phone

Answering professional calls is nothing like answering personal calls. Your family and friends may forgive poor behavior but if you offend a customer you might lose them forever. Develop a script that will help you summarize your telephone ethics. Use the script only as a reference, don’t robotically recite from a telephone etiquette script.

Next, make sure you have a notepad and pen ready to take notes from customers. Taking notes will help you easily jump to problem-solving rather than asking customers to repeat their issues.

Do not use a speakerphone. Though speakerphones keep your hands free, talking to a speakerphone is irritating for a customer. Instead, use headphones. Remember to test the headphones before you start answering business phone calls professionally.

Category #2: During the Phone Call

Answer a call within three rings. Often calling customer service is the last thing a customer wants to do. If he has to wait for somebody to answer the phone, he might lose patience. Customers may think you’re not focused, don’t have the time or don’t care. Often, talking to a customer support agent is the customer’s first interaction with your company. Let them know you want the business, answer the call quickly.

Immediately introduce yourself and the company with a smile. This expresses warmth and encourages a positive start. Make it a habit to answer the call saying “Hi, this is [Your first name] from [Your company]. How can I help you?” A smile will add the necessary polite tone to your voice. All the efforts you put in to use elegant words will be futile if your tone doesn’t exhibit warmth and positivism. To better understand the importance of your tone, click here. This is a vital piece of telephone answering procedures.

Actively listen to what the customer has to say. Instead of mechanically replying to a customer’s question, base your response on their comments. Restate their question, project, or concern to make sure you got it right.

Ask permission from the customer before placing him/her on hold. That’s the most frustrating thing you can do over a business call other than not keeping your calm when dealing with irate customers. Here’s how you can handle angry customers.  Also, when putting a caller on hold, give them a rough estimate of when you will be back. If it takes you longer than that to get back, make sure you inform the caller.

Be aware of your volume. You want to be clear and perfectly audible. Do not raise your volume to a level that you may sound agitated.

Category #3: After the Phone Call

If you took notes during the phone call, it is easier to fulfill any commitments made during the call, including a follow-up call to the customer. This polite gesture will go a long way in winning the customer’s heart.

Make it a habit to check your voicemails. It is easy to miss a voicemail, but the customer will remember if you did not respond. When leaving a voicemail, make sure to tell the customer all the details why you made the call. Vague voicemails are easily ignored by the customer.

Being polite, attentive, and responsible are phone etiquette skills that are as important as providing a solution. If you need a reminder, pin a picture of Emma Nutt next to your phone! Be positive and cheerful always and win the customer over with your etiquette.

Read More

Why Does Call Performance Matter

Why Does Call Performance Matter Marketing and advertising is a significant chunk of most business budgets. Companies typically spend 5-15% […]

Read More