Customers now expect outstanding experiences not only when reaching out to your business offline or online but across all platforms and channels. Enhancing your customer journey involves equipping your business with the capability to record both inbound and outbound calls. Let’s delve into the importance of call recording for business and how this technology improves business performance.
How is Phone Recording for Business Useful?
#1 Train Your Agents Better
Recording calls provides valuable insights and enlightenment. Contact centers often utilize exceptional and unfortunate calls for training purposes. Listening to these calls allows new agents to observe effective and ineffective call techniques. Trainers can also analyze each part of the call as a teachable moment. Training call center agents is an effective approach to introducing new employees to deliver exceptional customer service.
#2 Measure KPIs
Even the iPhone call recorder app is enough to record calls in high definition. The main advantage of the iPhone app to record calls is its accessibility. With the iCall call recorder, you can save incoming and outgoing calls and manage them. If necessary, the application can act as an iPhone phone recorder. The benefit of recording calls largely comes down to analyzing the performance of each employee. Considering that the app has a free trial, there is no reason to ignore the opportunity.
Benefits of recording calls for tracking KPIs:
- Identify and monitor trends efficiently
- Predict outcomes based on criteria tailored to your business
- Discover opportunities for upselling and cross-selling
- Ensure call center agents adhere to revenue-boosting scripts and specific questions
#3 Protects Your Staff
Verbal abuse and threats towards your company may be rare, but it’s crucial to consider the potential impact on your staff’s well-being. According to the HSE (Health & Safety Executive), verbal abuse, as well as the fear of it, can significantly affect an employee’s mental health, leading to distress, anxiety, and long-term stress-related issues. For employers, this can result in low staff morale, high turnover rates, and recruitment challenges.
By implementing call recording, you not only reduce the likelihood of angry callers abusing your staff but also provide evidence in case police intervention becomes necessary. Convicted individuals who engage in phone-based verbal abuse may face fines or imprisonment for up to six months.
#4 Improve Your Service or Product
Our role as salespeople encompasses more than just acquiring new clients; it also involves retaining existing ones and increasing sales. According to Zippia, a 5% increase in customer retention leads to a profit boost of 25 to 95 percent, with returning customers constituting 65 percent of a company’s sales. Moreover, if your product or service adds value, satisfied clients can open doors to new opportunities, fostering a loyal customer base.
#5 Helps Resolve Disputes
Chances are, if you’ve ever made a purchase or sought advice over the phone, you’ve been informed about call recording. Companies are adopting call recording to instantly validate verbal agreements. You can listen to any call and email it to someone for verification of the conversation or agreement. Encrypted recorded calls can be admissible in court, potentially saving businesses significant sums of money in legal disputes.
#6 Elevate the Sales Process
Salespeople don’t just focus on what happens during calls, but also on the preparations that take place before the call. This includes filling out forms that gather information about leads.
Websites often have several Calls to Action (CTAs) like ‘book a call’ or ‘schedule an appointment.’ These forms provide salespeople with valuable context before the call. Having background information on prospects allows salespeople to provide better service.
#7 Create Better Scripts
A phone call script is an integral part of a robust customer service strategy that aims to create an efficient customer service experience. Also referred to as a call center script, it comprises pre-written documents that guide contact center representatives as they interact with customers.
By utilizing recorded audio data, behavioral patterns such as the use of certain phrases that disengage customer interest or inefficient protocols that result in customers being put on hold, leading to requests for escalation to a senior, can be identified.
#8 Find Sales Opportunities
Indeed, call recordings prove invaluable for recognizing sales opportunities and customer trends. To conduct trend analysis, evaluating 100% of call recordings is vital. By linking specific agent behaviors, skills, or language used to desired outcomes, it becomes possible to predict call outcomes, such as a successful sale.
Hence, by analyzing call recordings with analytics, one can uncover the optimal sales approach by identifying multiple strategies and selecting the one that yields the best outcome. Scoring agents based on adherence to the script or their ability to identify language suggestive of a willingness to purchase allows for testing this approach.
#9 Increasing the Price Per Sale
Most businesses offer a diverse range of products and services that can benefit customers when purchased together. Your sales staff plays a crucial role, not only in acquiring new customers but also in pitching additional products and services to them. Even if your sales team excels at bringing in new customers, they may overlook opportunities for up-selling and cross-selling. Call monitoring enables identifying and rectifying such instances, ultimately boosting revenue.
Conclusion
Phone calls are regarded as the most valuable and highest quality source of leads by 65% of businesses. If your business does not prioritize this, it’s time to change the situation. Call recording has a positive impact on both the personal productivity of employees and the efficiency of the entire business.
