Senior Writer: Payal Patil
Businesses are always finding new ways to understand customers and their needs. They review analytics, compare business processes to spot performance gaps. While sales and customer satisfaction are crucial, it becomes of utmost necessity to vet the performance of the front liners i.e., the customer-facing employees. But is it practically possible to catch every second of their conversation with the customers? Yes, it is.
You might want to ask how? This is where a call recording software comes to the rescue. With a call recording software, you can do timely quality checks and gauge the call quality. Not only that, but you can also vet the strengths and weaknesses of a customer by listening to the calls and improve your sales strategy.
So, if you’re looking to incorporate a call phone system that offers call recording feature, you’ve landed on the right article. Here are 6 benefits of call recording for your business.
1. Customer Satisfaction
Every customer call is a potential business opportunity. Using call recording in your call phone system, you can better understand customer needs. It not only offers call monitoring, but you can also you can discern what went wrong when they complain. By continuously monitoring calls, you can set effective customer satisfaction strategies and also teach your customer care executives about the same.
2. Detailed Analysis of the calls
Analyzing the call history of customers helps you in knowing more about them and hence offer a better customer experience. The frequency and the length of the call, the tone of the customer, and the call history helps in a better understanding of the breakdown of the call volume and develop customer-focused sales practices.
Recording the calls through a virtual phone system also enables you to capture the details that you might have missed or forgotten during the ongoing call. When you’re recording the calls, you can take notes while replaying it and address customer concerns in the forthcoming calls. This also instils the feeling of customers first in their minds.
Along with that, many times, your customers call in a noisy environment, or their voice breaks incessantly. Sure, you can ask them to repeat their query once or twice, but having a call record that you can replay multiple times ensures that you’re not going to miss any important detail in addressing your customers.
3. Improve employees performance
As stated earlier, you can use a call record enabled virtual phone system to improve your employees’ performance. According to Edgar Dale’s Cone of Learning, people only remember 10% of what they’ve read, 50% of what they’ve seen and heard, and 90% of what they’ve done.
By providing call recording examples to your calling agents, you can teach them to differentiate between good and bad calls. This way, they’ll have clarity when simulating actual calls and will end up satisfying the customers.
Thanks to the Call phone system, you can have all the calls automatically recorded and consolidated at one place.
4. Improve regulatory compliance
Companies need to operate in accordance with the best market practices, principles, and methods to safeguard confidential information shared on the calls. Call recording features enable businesses to comply with the legal industry and service-level compliance guidelines. It empowers people to resolve disputes and fight against lawsuits filed by unhappy customers.
5. Marketing Assessment
Listening to the calls will help your customers as much as it can help you. You can scrutinize whether you are on the same page as your clients, access marketing campaigns and so on. You can strike out different strategies to keep your clients hooked up to your business. Besides, you can identify weak spots of the business and work on it, eventually saving your time and efforts. With call recording technology, you can move your marketing efforts in the right direction and boost your revenue.
6. Enhance your products and services
You can improve your product and services by sharing the call records with your R&D department, to help them learn what further can be done to promote your products and services. These teams can then tell how you can share invaluable information.
Call recording is an effective way to push your brand further and generate more leads. It provides you an array of opportunities to improve your sales call as well as the customer experience. If phone calls are a significant component of your business and you’re not using call recording, then you’re missing out on something important.
CallHippo offers a myriad of calling services such as call recording, call forwarding, voicemail etc. You can use the call recording service along with the hosted VoIP subscription. You don’t need to pay for it separately. Get in touch with us today to learn about our exciting services.