Why having a call recording system matters

By:

Date: 7 May 2021

Call recording software records a sales rep's call.

A phone call recording system is crucial if you want to retain your callers' business - especially when customers and prospects are faced with so many choices. How your sales reps respond to customer calls could be the difference between retaining or losing their business to competitors. Call recording helps sales managers to effectively monitor how sales professionals communicate with clients and guide them through their sales journey.

Businesses can use phone call recording systems to improve their operations, drive sales and increase their revenue by tapping into the following benefits:

Record keeping

Recorded phone conversations can be archived in your CRM for future reference. For example, if you need to verify stored client information. Most call recording software will store the conversation along with appropriate client information making so it's accessible to all team members. You can refer to recorded conversations when designing sales campaigns to glean precise data and observations that will inform your strategy. 

Identification of problem areas

By monitoring what sales reps are saying to prospects and customers over the phone and how they are saying it you can identify areas for improvement. Similarly, understanding how customers and prospects respond to various communication styles or messaging can help by improving your sales. You can modify your sales playbook to ensure an increase in sales as well as customer satisfaction.

Quality assurance

Installing a phone call recording system helps managers gauge overall client satisfaction. Calls can be revisited and evaluated for the quality of assistance offered. This can inform the nature of your on-hold announcements and other scripts you use as part of the sales process. By letting callers know that their calls are recorded you build transparency and give the assurance that the information will be used for their best interests.

Re-capture overlooked details

It is easy for salespeople to forget part of their client discussions phone after a while. A phone call recording system eliminates this problem. You can go back and listen to the call again to clear any confusion, clarify information, and explore potential leads you may have missed during the call.

Continuous improvement of performance

Recording calls between your salespeople and customers helps maintain levels of customer satisfaction. By regularly reviewing recorded conversations, managers can identify coaching and training needs and implement programs to ensure all teams are consistently delivering great service. Call recordings can help you to take informed step towards ensuring exemplary performance by your teams.

Promote product improvement

Reviewing call recordings helps you identify trends that can inform your product development process. You might discover that many callers are voicing complaints about certain product features or lack of, that need to be fixed immediately. You might also identify specific areas or features of the product where customers are anticipating an upgrade and use this information to enrich your product development process

Better dispute resolution 

Disputes are inevitable when dealing with the public especially when communication with prospects and clients is over the phone. It could be something as minor as semantics or as major as misinformation. A phone call recording system used alongside other business apps will help to stamp these out. Your reps can easily revisit their conversations to clarify issues.

Sales managers can also identify those agents who are unable to control conversations resulting in a heated discussion and offer them coaching. Where the blame lies with clients, listening to the calls helps managers determine the best cause of action without damaging the relationship with the customer. 

Conclusion

Your business' conversations with customers and prospects should not disappear the moment you hang up. You gain valuable insights by keeping a record of these conversations. Whether you want to improve the quality of customer interactions, need to resolve a dispute, or simply ensure your sales reps identify and pursue leads, call recording answers to your needs. Call recording has the power to transform your business because it offers an opportunity to identify areas where your team needs improvement and offer coaching to help them sell better thus growing your revenue.

Copyright 2021. Article was made possible by David Sessford, RankWarrior 

What does the * mean?

If a link has a * this means it is an affiliate link. To find out more, see our FAQs.