Most SMBs wonder if they really need call recording. Every business cares about attracting more customers. They try various ways to do it. They do online advertising, traditional marketing, social media, mobile marketing and whatever they can think of to bring more calls, to get more business.
But how many of them really care about retaining those customers?
Customers are valuable; one customer well taken care of could be more valuable than $1,000 worth of advertising. But how will you do that? How will you take care of customers?
Call recording is the solution that can help. Call recording help a business improve customer experience, increase productivity, and track employee performance.
These are the 5 most important reasons SMBs need call recording….
1) To resolve customer disputes: When customers complain or have a dispute, business owners ought to get excited about it! The complaining customer represents a huge opportunity, provided they are handled with care and their dispute gets resolved quickly. Call recording is a great tool to resolve customer disputes.
Let’s look at an example: a customer calls and says I called you guys several times, I was told that I will get a 50% discount on my services but I got this bill with full amount on it. What’s going on? The customer is angry, upset, and looking for resolution. Now, how will you tackle the problem? What happened? Is there any records of what happened? Call recording is the solution.
Call recording is proof in resolving a dispute. It helps you easily track and trace the communication between customer and agent leading to a faster dispute resolution. The customer will be satisfied, and become a loyal customer. Not only he will buy from you, but he will also share his positive experience with others. In other words he will become a free advertising channel for your brand.
And it started with a customer complaint.
2) To hear employees provide customer service: In today’s competitive world, customers are king and taking care of a customer’s concern is of utmost importance. If you don’t care about your customers, someone else will.
Customer service can have a major impact on your business. Bad customers service may lead to losing business so the performance of an agent on phone should be monitored. And if required, corrective measures should be taken ASAP. Call recording enables you to monitor calls and see if the customers are being handled with care, what skills needs to be improved, etc.
3) To measure employee sales skills: Imagine for a moment that you are putting every possible efforts to generate more calls and are using call tracking software to analyze the results. You see a great number of calls coming in every day but yet very few sales.
What’s the problem?
You can go back and listen to the calls and analyze the issue. It could be lack of sales skills, maybe the call flow procedure is not correct, maybe there is a knowledge gap, or maybe the script needs a little tweaking. Sometimes small changes work miracles. Once you know what the problem is, you can take corrective measures to improve the sales. So, call recording can help you improve employee skills, and improvement in sales procedures increases productivity. This results in more profit for your business.
4) To measure phone close rates (the percentage of time a call results in a sale): Call recording helps you to see how many sales were made in a day vs. how many calls came in. Let’s say 20 sales were made out of 100 calls, so the phone close rate for that day was 20%. This data helps you to analyze the quality of leads. Hence it helps you to increase ROI by helping you analyze where there is problem and where you should invest to get better results.
5) To analyze customer data: Every business is trying to improve the customer’s experience by providing good quality service. Call recording enables you to analyze the customer’s data and their requirements on a regular basis. And so you can modify the process as per their requirement. You may also see a trend that may show that females are more likely to buy from you, so you would make some changes in your customer service script to check and get this data.
