Don’t Just Listen to Call Recordings, Use Them
3 minute read
People are calling businesses more than ever. You might think this era of technology and digital connectedness would kill the old-fashioned phone call. But that’s far from reality. Since almost every adult in the US has a mobile phone, and many of those devices are smartphones, calls are easy. So people are calling and calling.
The leading marketing advisory firm, BIA/Kelsey, forecasts that smartphones will trigger 73 billion inbound calls annually by 2018. This equates to a 42% annual compound growth rate.
No wonder Google finds that:
“Click to call is one of the most used features on the mobile search engine results page.
70% of mobile searchers have used click to call to connect with
a business directly from the search engine results page.”
It is clear that phone calls still matter to businesses.
Every person that calls your company is a priority. Thus, call recordings are also a priority because they are the only way to capture this non-digital or offline interaction. If you use call tracking, your phone calls are automatically recorded and saved. Once you have the call recording, they can be used in a number of different ways.
Here are five ways you can not only listen to call recordings but also start using them.
Customer service is the core of keeping clients happy and keeping clients for many years. Also, it’s much more work to secure a new customer than keep your current customers happy. A general rule of thumb is that it costs five times more to acquire a new customer than to retain an existing customer.
Call recordings are an excellent way to improve customer service. Within minutes of a call recording, Convirza’s call analytics software produces call analytics. You can see if customers were happy and how they were treated well.
One of our indicators is actually Phone Etiquette. Agents are evaluated for how polite they were on every call. The Phone Etiquette indicator also scores how effective agents are at
selling and how professional they are.
When calls are recorded and analyzed it becomes easy to monitor your company’s customer service. In addition, you can know where to improve.
Inbound phone calls are people reaching out to your company. They have a need, and you have an opportunity to help. Call recordings let managers know what is said during conversations with callers.
Most companies have specific greetings and messages that agents are supposed to use. It is very critical to know if your employees are mentioning your monthly specials, how they discuss your products and talk about your services. Call recordings with Convirza let you hear and verify these messages.
Again, phone calls are important and a lot of selling happens during these interactions. People want to speak with a real person when they have questions and when they make purchases.
Call recordings are run through Convirza’s speech pattern recognition software. Within minutes, the smart technology finds the good factors and the not so good factors on call recordings.
Millions of call recordings helped us identify the top phone skills necessary for call conversions. We found that asking for the business is crucial. In fact, when agents asked for the business, callers converted 10 times more. Click here to read the article.
Companies that track and record their phone calls can determine how likely the person is to convert into a customer. In other words, call recordings measure lead quality.
One of the primary purposes of call tracking is to know what influenced someone to call you. If you know where your calls come from, then you know which advertising and marketing campaigns are working. And you also understand, which advertising and marketing activities are not producing results.
When you listen to call recordings, you may find that your lead quality is high. On the other hand, you can uncover low-quality leads and then trace the tracking number to adjust the marketing message.
Call recordings establish your lead quality.
Knowing how many angry customer phone calls you get, helps you tailor your customer service. You know if employees have the right training and skills to handle difficult phone calls and challenging customers.
Monitoring customer satisfaction also gives you ideas to improve products and service to optimize your business.
An angry customer contacts your business because they want action. They want an issue solved. Customer complaints are your last chance to save a customer. And if everything goes well, customer complaints are an opportunity to create a loyal customer. It may also be that the caller is just plain made and needs someone to listen. Either way, call recordings monitor how satisfied customers are.
Millions of businesses use call recordings for quality assurance, training and compliance purposes. Call recordings also provide lead scoring and help reduce operational costs.
For even more advantages from using call recordings, read a recent article reviewing the 12 Ways Call Recordings Help Companies.