2.5 min read Reasons Your Business Should Record Calls
Every call your business receives matters.
Mobile phones have changed the way people find information and how fast we want action. Click to call is one of the most used features in mobile search.
People call to get help and to purchase. These calls are some of your most profitable.
And where every call matters and every caller is given a priority, monitoring the effectiveness of employees telephone skills is critical. Since phone calls are so vital to business, they should be recorded and analyzed.
It’s impossible to break down phone call conversations without recording them. Simply put, call recording is critical. If you are not recording calls how will you monitor and evaluate their performance?
We’re excited to share 5 reasons you should record calls at your business:
One happy customer could bring 100 new customers. One unhappy customer could take away 100 new/existing customers.
It costs five times more to acquire a new customer than to retain an existing customer.
So here’s the question: how do you make your customer service better? Call recording might be the answer. It is a powerful tool for any business to improve customer service, providing proof of calls, and meeting legal requirements.
When you have every call recorded, it becomes very easy to track how well a customer is treated by your employees, and what corrective actions are required to meet the expectation.
It is very critical to know if your employees are mentioning your monthly specials/ products/services.
Call recording via Convirza enables you to record each and every call and monitor if they are effectively communicating specials.
SALE!!! Let’s say you are investing a large sum on different marketing campaigns and getting a large volume of calls as s a result. But you are unable to drive sales to your business.
What’s wrong?
Convirza enables you to track which marketing campaigns are generating more revenue. It also records every call, enabling them to check what’s wrong. Managers can have an understanding of what problems and difficulties are faced by employees.
Call recording also tracks lead quality. You can determine how high quality or low quality the leads are that your marketing team is generating.
Knowing how many angry customers you get in a month allows you to discover the level of customer service your employees deliver. You also know whether they are well equipped to handle an angry customer. You get an idea of what needs to be improved to get the most profit out of your business.
An angry customer is calling you because he wants to stick with your business and is willing to give you one last chance to solve his problem. If you succeed, an angry caller can become a loyal customer. (Or he’s just mad and wants someone to yell at. That’s possible too).
Call recording not only enables a manager to improve customer service and sales but also helps them to understand the best practices employees are using to improve sales.
Businesses are now using call recording for quality, training and compliance purposes. They’re also using the recording for lead scoring. Call recording also helps you to reduce operational costs.
Fortunately, Convirza offers a call recording solution that will allow your business, any business, to gather and listen to and analyze call recordings.
