Understanding your Customers.
Call recording is one of the most effective ways for small businesses to understand their customers. As your business grows and call volume starts to increase, it is almost impossible to keep a note of every detail, issue—or indeed—praise. Different customers have different needs.
Your team will work very hard to resolve issues and will likely use a database or CRM system (which stores customer information) for reference, but even the most sophisticated tool can’t capture every nuance of a conversation.
This is where call recording software can be very useful.
Call recording is one of the most powerful yet under-used tools available to small businesses. As well as helping to train your team, you can use customer calls to improve your sales and marketing strategies.
Here are just 3 ways call recording software can boost your sales figures.
Measure Customer Feelings.
Apart from recording the actual call interaction, a call recording can help you understand the good and the bad of the products, services and communications of your company. The “authentic” feedback you can get from a call recording will help you to understand more about their attitudes, opinions and points of view.
Listening to your customers is a vital way of improving your business and meeting your customers needs better. It might help you innovate and tailor your offerings more precisely to their needs.
Some callers will call your company just to learn a bit more about it, rather than buy something straight away. An initial enquiry, handled well, can turn into a sale somewhere further down the road.
Being able to listen to a call recording will help you identify a potential sales lead that a less experienced member of your team might miss. This also frees up more of your time to grow your business, secure in the knowledge that the call recording is there for you to access when you have more time to focus on it.
Of course, as a business, you need to be mindful of the Data Protection act 1988 which stipulates that in order to record a call where a company is able to identify either party involved, it has to:
• Inform the other party how the recording will be used.
• Obtain permission for the call to be recorded.
• Keep the data in a secure location – accessible when requested.
(So if you’ve ever wondered why customer service calls at big companies tell you that “Your call will be recorded for training purposes,” now you know!)
At AnswerConnect you can choose whether you would like us to record your calls for you or not. This is just one example of how we tailor our services to precisely match your needs.
Call AnswerConnect at 0800 802 1609 or register here today to ensure your clients are greeted by capable, responsive professionals 24/7/365.
Redrafted by Gerry McColl.