Businesses far and wide rely on data to grow; this is not news. However, the ways and means that data is collected, analyzed, and put into action are what really matters in our data-flooded marketplace. Company call recording of employees’ mobile and landline exchanges with customers is one of the best ways to use data and information that is already at your fingertips and just waiting to be leveraged for better business decisions and results. Calls, landline and cellular, also can be transcribed for efficient search and analysis.
Since the 1960s, when the first answering machines hit the market, telephone call recordings have made life more efficient and productive with a means to save and access our voice communication at later times. Fast forward, and we’ve been using call recordings in call centers for decades, and now, our mobile devices can continue to give us instant access to a wealth of knowledge. In today’s business world, we often use cell phones for work and business communications, which means that landlines and cell phones are equally important in ensuring customer satisfaction and improving products and services. Company call recordings – landlines and cellular – are a win-win on both sides of the business transaction in the modern mobile business world.
Let’s jump in and explore some tactics for recording information by telephones and smartphones and their benefits for businesses.
Monitor and Utilize Company Call Recordings to Ensure Quality, Improve Customer Satisfaction, and Boost Employee Performance
Improving customer satisfaction is paramount for any business. We want our loyal users, customers, or clients to feel heard, seen, and appreciated. With company call recordings, businesses can easily identify lost customer information, miscommunications, or missed details. Such errors are easy to overlook and can result in decreased revenues; recordings give us the means to re-access and reassess. Complaints can be addressed, disputes can be resolved, and when issues arise, you don’t have to take someone’s word for it; you can listen in real-time to all previous exchanges and find roper solutions.
Easily Resolve Disputes
When disputes occur, it’s easier for your business to protect employees’ and customers’ interests. Instead of relying on word-of-mouth, directly access your saved company call recordings and have the facts of every situation at your fingertips. For example, if an employee claims a customer was offensive or abusive, you can find the evidence and confirm or dispute the claim. Similarly, if a customer claims an employee promised them a discount, you’re able to verify with proof.
Track and Record Important Customer Data
According to Forbes, 86% of buyers will pay more for a great customer experience. Tracking and recording customer data in your CRM can help you sort through the valuable information you need to improve customer experience. With CRM integration, you can analyze calls based on specific information, such as call duration, search for exact topics discussed, or listen to particular agents in order to identify areas of improvement and raise the quality of your employee’s call performance.
Upgrade Sales Scripts
If well-thought-out and methodical game plans are your number one goal, business call recordings can help you adjust your sales scripts and call strategies to be more specific while being more effective for customers. Tweaking how employees greet customers or say farewell can significantly benefit the business, and additional phrases for upselling can quickly boost your bottom line. Listening to your call recordings in order to continually adjust these scripts is an invaluable asset and a gift that keeps on giving to your sales or customer service departments.
Use Company Cell Phone Call Recording for Employees to Revamp Training, Marketing, and More
Say goodbye to inefficient training methods. A cell phone recording system for businesses and companies can give you the right tools for training new team members thoroughly and efficiently. Recordings give you real-life examples to demonstrate, such as practices to avoid, how to handle customer complaints, how veteran employees effectively upsell, and much more.
Get the best out of your call recordings by having managers and agents listen in on calls together. Go over the positives and negatives that occur during customer phone calls and find areas of improvement together. This tactic can help the entire team find solutions to common problems and can help each individual team member be more effective and efficient in their position.
Comply with legal issues by having full access to past calls. If your company is tied up in a lawsuit or other legal matter, a call recording system integrated with your CRM can log calls for extended periods of time and can help your company prove compliance with the law by offering recordings as evidence. Playing the he-said-she-said game is often ineffective, and it’s better to be safe than sorry when protecting businesses and employees.
Customer satisfaction is just the beginning of successfully leveraging company landline and mobile call recordings. Marketing departments can further explore some tactics for recording information received by telephone. For example, phone recordings can provide valuable insight into evaluating the progress of new product or service launches and shedding light on areas that need improvement. Recordings can also bring marketers awareness of market trends and the ability to pinpoint and address pains and needs.
Leveraging data can be easier than it sounds. A landline and cell phone recording system for businesses that integrates mobile business calls to CRM, and can transcribe them (in real time) is the ultimate way to cut through the noise-filled data and help you identify exactly what your business and customers want and need. Improve customers’ satisfaction, boost sales, employ better marketing strategies, and protect your business with company call recording of mobiles and landlines for employees – while guarding and maintaining the privacy of mobile personal calls and other personal means of communications (SMS, Whatsapp).
Company call recording refers to saving the audio of cellular and landline phone calls among employees and between employees and customers so that they can be recovered and assessed for a variety of business needs.
A: Call recordings are saved to software such as CRM (Customer Relationship Management) tools, secured encrypted call logs and dedicated call recording platforms.
Companies can store call recordings indefinitely.
Yes, call transcription is available also in the CRM, so word search, analytics and reports can be deployed.