We’re all familiar with this line: “This call may be recorded for quality assurance and training purposes.” Many of us dismiss it without giving it a second thought, while others may appreciate the attention the company gives its callers.
While quality assurance and training are certainly important rationales for recording phone calls, there are plenty of other reasons why so many businesses, both big and small, rely on call recording.
If you’re already recording phone calls, that’s great. If not, you should. In both instances, you’ll gain a better understanding of the benefits of call recording for businesses after reading this article.
Before we dig deeper into the less obvious capabilities of business call recording, let’s first talk about the two aforementioned ways call recording can help your business increase its chances for success.
Improve customer service
How can you trust that your employees are providing quality customer service if you’re not recording their phone calls? Call recording gives you direct insight into whether or not you’re actually delivering a great consumer experience by allowing you to listen to and analyze interactions between your staff and callers. Playing back phone conversations gives you the ability to identify actions that elicit positive and negative responses to better optimize your sales and customer service SOPs.
You can use call recording to distinguish whenever clients are receptive to an upsell opportunity, and which tactics your employees use to win over these customers. You can also use call recording to better identify other factors that deliver positive results, such as types of greetings used with callers, troubleshooting techniques and product knowledge. In other words, you can use call recording to perform a sort of live A/B test with your customers to identify which strategies and tactics achieve the best results.
For example, let’s say you have a new product on the market and a customer calls your business asking for more information. You can listen to two separate conversations from two different employees and see whose tactic worked to sell the customer. This gives you direct insight into which types of techniques yield the best results for your business.
Train new employees
Call recording is also a wonderful tool to use when training employees. You can listen back to their conversations with customers and identify areas of improvement to provide constructive feedback and better their performance.
Similar to what we discussed in the above section, you also can use the information gained from call recording to better optimize your employee training SOPs for more effective coaching. If you’re just beginning to develop phone call SOPs (Standard Operating Procedures), call recording can help you quickly identify where to start. Try using call recording to identify areas that can be used as scenarios for role playing, then have employees determine how they would respond in the situation. This doesn’t have to be limited to just new employees — it’s always good practice to provide continuous coaching to all employees to encourage their personal development.
Do you ever struggle to find good ideas for content? Don’t! Your customers are probably the best and most accessible resource for content ideas. However, it’s impractical to trust your staff to take mental notes of all incoming calls for the purpose of content creation.
That’s where call recording can help. It allows you to replay your customer conversations as needed to identify any talking points that stand out as content ideas.
Simply press “play,” listen and take notes. Did one customer’s inquiry stand out? That’s something. Have you noticed that multiple callers ask questions about the same thing? That’s definitely something. There’s no better content than content that caters to your customers’ needs, and that’s exactly what call recording can help you create.
Call recording doesn’t just work for new content, either. Tapping into your customer conversations also is a great way to refresh old blog posts and web pages with new, up-to-date information. You can also use call recording to repurpose old content in other places such as guest blogs and forums to broaden your industry reach.
Call recording gives you a wealth of opportunity to better qualify leads, too.
It’s all too easy to have a great conversation with a caller, only to forget about it shortly after hanging up the phone. As your workload piles up, you keep pushing that follow-up call further and further down your to-do list. Before you know it, you’ve forgotten all about the call — meaning you’ve lost a potential customer. Sound familiar?
Call recording can help shorten your lead response time by helping you qualify leads more efficiently. Think about it: If you record calls, you can listen back on conversations you mark as high quality, identify your hottest leads and take prompt action to move them further down the funnel. You can also determine which sources are driving the best leads for your business to better optimize your marketing strategy.
Another way to qualify leads even more quickly is automatic lead classification, a tool that uses computer intelligence to score leads. This is a powerful technology that a few companies are starting to offer that removes some of the manual labor, allowing clients to free up their employees for other tasks such as following up with and pursuing new leads.
Automatic lead classification is an attractive solution for companies who are challenged by receiving high volumes of calls. If there are so many calls that you can’t keep up with them, automatic lead classification may make sense for you. Similarly, automatic lead classification can help you identify which marketing channels are yielding the highest quality leads by sorting your calls by campaigns.
Even if you have smaller call volumes, there’s a place for automatic lead classification. If your team is small and you don’t have enough resources to listen to all your call recordings, you can solely focus on those marked as quality to gather the information you need for follow-up. You can also look at the marketing channels that are driving the leads marked as non-quality to pivot your marketing strategy and attract high-quality leads.
Call Recording Benefits
Hopefully if you’re already using call recording, you now have a deeper understanding of the benefits of call recording and how this seemingly simple tool can deliver powerful insights to improve your business in ways you never thought possible. And if you’ve never used call recording before, I hope that this blog post has given you enough information to consider adding it to your toolbox.
The wide array of insightful data you can pull from call recordings will help you with everything from customer service training to content creation to lead classification and more.
Learn more about how call recording platforms like CallRail can help you optimize your business for success by signing up for a demo.
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