Imagine for a moment: what if there was a super power where you could hear everything your customers were saying about your product or service. It’d sure make running a business much easier, wouldn’t it? While we can’t do that quite yet, your cloud-based business phone may offer the next best thing. Have you tried the call recording feature on your VoxSun business phone system? Listen in and see how your representatives interact with your customers.
If you’re not already recording your customer calls, here’s why you should consider it. These recordings will allow you to gather helpful feedback, among other benefits to your business. Today we’ll share the top four ways to leverage call recording.
1. Increased customer satisfaction
Did you know that 73% of customers say they stay loyal to brands because of friendly customer service reps? This underscores the importance of how your representatives are handling customers.
When you record customer service calls, you can better assess customer needs and ensure a better follow-up. So how exactly can recording calls help increase customer satisfaction? It can help management review the calls to get a better understanding of how your front-line representatives handle customer conversations. Additionally, it will help you understand whether the agents follow protocol or not and if there are loopholes that need to be addressed.
Call recording will help motivate the team to handle every conversation the best way possible, which results in increased customer satisfaction.
2. Train new hires faster
For most companies using call recording, their primary goal is to develop the talent of their front-line representatives—the ones who are interacting directly with the customers. This means you need to make sure these team members are well-trained.
When new hires start, it’s in your best interests to listen to real-life scenarios and identify the best way to handle them. That way they can listen to calls and have a clear understanding of what the process is, what was done well, and where there is room for improvement.
When teams know they’re being recorded, they’re more likely to continue to operate at a high level. Many companies have their front-line representatives listen to their own calls to do self-evaluations, too. Or, small groups will listen to each other’s calls to provide feedback.
Having a well-trained customer service team will not only make your life easier but also improve your customers’ experience.
3. Help your business increase its sales
Did you know that 77% of customers are likely to share a positive brand experience with others? Thus, the first way it will help increase sales is through your current customers. Every positive experience will encourage your current customers to remain long-term, repeat customers. Think about your own experiences. When you have an amazing experience with a brand, you’re likely to share the experience with friends or family, thus driving even more sales.
Beyond your current customers, you’ll better be able to convert prospects. Call recording can help you improve and refine sales strategies. By better understanding the needs of your prospective customers, you’ll better match your product or service to their needs. Additionally, it will help you better understand the current strengths and weaknesses of your product or service.
The information gleaned from recorded calls will help you enhance your product or service, thus meeting your customers’ expectations and increasing sales.
4. Help reduce mistakes and reward your best employees
Training and development are essential to keep your agents engaged and satisfied. Using the call recording feature, you can provide coaching based on real data rather than rumors or assumptions.
Remember, just as you would point out mistakes or learning opportunities, be sure to take time to review and point out successful conversations, too. By pointing out successful techniques or delivery, it will provide an example for other agents to emulate.
When you have time, listen in to get a glimpse into the complete context of conversations. This will allow you to reward your best performers and coach those who may have made mistakes.
Ready to get started?
If you’re ready to start ensuring your business is delivering a positive customer experience with every interaction, you can get started with VoxSun today. On VoxSun’s cloud-based phone system, you can activate call recording by dialing *1 during a call.
Contact VoxSun to learn more about call recording and how it can help your business in today’s competitive market.
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