As we all know, Technology is constantly evolving, if you get it right you can transform your business, on the flip side if you get it wrong it can end up becoming an expensive mistake.
That’s why we carefully select features to be part of our one price solution to make sure you evolve and succeed simultaneously; without spending money on features that you don’t need.
Have you ever thought about those missed sales that ended as soon as the phone call began? Or the times when your customers have left a phone call unhappy and frustrated, only for them to come back to complain in full force at a later date. We hate to say it, but sometimes things could have been done differently and managed differently, sales teams could have handled objections with more clarity, and customer service teams could have been more sympathetic to the real reasons behind the complaint or delved a little deeper into what was wanted from the call. There is always room for development for individuals of every level within an organisation. Whether that be listening and learning from your own mistakes, implementing more appropriate questioning techniques to get to the root of the sale or customer service enquiry, or even as simple as listening for ways to become less wooden on the phone. Call recording can really improve your customer call handling.
With clear lessons to be learned from staff calls customer service plans can be aided. You can identify what works and what doesn’t, and really get to grips with any trends in calls.
If one individual seems to succeed in turning around a situation and has a certain method as to how they do this, this can be spotted and rolled out to the rest of the team. Call recording doesn’t have to be a negative, but can actually be used to seek out the high achievers and reward them for their success. Success which otherwise would have gone unnoticed as after all it’s hard to measure customer satisfaction. The real truth lies within how the customer leaves that call.
Key user benefits:
- Dispute resolution: calls can easily be pinpointed by date, time and duration helping to confirm any details discussed with customers.
- Quality monitoring: calls can be reviewed to make sure customers are always managed and dealt with effectively and in a professional/friendly manner
- Performance improvement: help sales climb and customer satisfaction rates increase, through resulting staff training.
- Call Handling: asses the effectiveness of call handling scripts.
In some industries such as medical and legal organisations. Calls need to be recorded to comply with regulations. It is important that call recording is reliable, accurate and most of all automatic (so human error can’t creep in, if people forget to press record) A call recording can be the difference between success and failure in a legal battle, and can make the difference when referring to a patient/clients case and the advice they have been given over the phone. It is important these industries have complete transparency. Our private hosted inclusive call recording feature records automatically in the background, so you can continue with your day knowing that your data is safe.
Key user benefits:
- Compliance Regulation: It’s quick and easy to demonstrate that you have been adhering to rules.
Can’t attend a call? No problem, another benefit to call recording is that you can listen back to calls at a later date. Your colleagues can send you the sound file for you to get yourself up to scratch on exactly what was said, and the tone it was said in. This type of message is invaluable and can’t be replicated by notes summarising the call. The individual who missed it, will always feel like they missed out on some of the information and most likely they will have. As a summary is very subjective.
Key user benefits:
- Work around your busy schedule, do more with your time. Catch up on work from anywhere.
If you can’t contain your excitement before our next post and want to know more about our call recording and other inclusive features now, get in touch on 0345 450 7444