We know what you were thinking when you read the headline of this blog: NSA. With the National Security Agency’s explosion into the headlines, everyone is feeling a little touchy about what it means to record calls, but it really is a worthwhile activity for your business. We’re here to tell you: call recording can be a great benefit to your marketing, sales, and support teams—and even your customers—and here’s why.
Sales: Quality Control
With call recording, not only can you learn about how well your agents are handling customer inquiries and how well they know your products, but you can gain an understanding of which pitches don’t work, which sales strategies are most effective at closing the deal, and how adept your agents are at handling tough calls. This information is excellent for your own grasp of the fluidity with which your agents are managing your leads, but also essential when it comes to correcting problems that call recording reveals. Without call recording, your sales training sessions are just words: if you want optimum results, provide your agents with real-life examples so they can hear with their own ears the places where their performance can improve, or hear tips from the #1 seller in the office in real conversations.
Marketing: Crafting the Message
What happens once a prospect picks up the phone is an often-wasted resource for marketing teams: recording calls and providing your marketers with the ability to hear customer conversations with sales agents is an excellent way to sharpen marketing messaging. If your marketing team can hear for themselves the business pain of a prospect, they are armed with the information they need to target that pain effectively. There’s truly something to be said about the power of voice in this scenario: it’s much easier for many people to describe their problem out loud in their own words as opposed to typing it out, or selecting answers in a survey. Questions that customers ask while on the phone can also be very helpful for marketing teams looking to hone in on particular use cases in their messaging. In addition, a recorded calls also gives marketing the ability to listen to calls and gauge the interest/readiness to purchase of the leads. Taking notes on lead progress is an excellent way for marketers to assess lead quality. The more marketing has to optimize their strategy, the better.
Support: Technical Details
When support handles an issue for a customer, there is a ton that can be learned from each conversation. First, if the call went well, being able to identify the reasons why and share those lessoned learned can help make future calls run smoothly. If the call went badly, there is just as much to be learned – and often more – to ensure those mistakes aren’t made on other calls. Also, hearing a customer talk about the problem they have with your product or service can help your management team make corrections at the source. After all, many problems aren’t isolated incidences – they are common issues that other customers will experience if changes aren’t made.
And Finally…Customer Satisfaction
One of the best reasons to adopt call recording as a permanent part of your business’s processes is to improve customer satisfaction. Monitoring interactions between your customers and your agents and customer support professionals enables you to identify exceptional service and its effects, as well as providing you with the ability to address complaints head on, before they escalate. Going over calls and listening for common questions and concerns allows you to be ready for anything, with a solid strategy ready so that your customers know they’re in good hands.
Businesses that care about universal quality use call recording, but if you’re not using it yet don’t feel too bad. That’s why you’re here. Check out The Definitive Guide to Voice-Based Marketing Automation for all the tips you need.
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