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How Recording Calls Reduces Agent Attrition & Other Benefits

Business owners typically have 3 main goals. They want to ensure that employees have the tools needed to succeed, to provide an exceptional customer experience, and to maintain a positive brand image. Recording calls and using insights from customer interactions can achieve all of this.

Implementing a call recording solution has become standard practice for many businesses, yet its value often remains unknown. If you’re considering a call recording solution, or you’re already recording calls but haven’t explored all of its applications, here are just a few benefits of call recording. … Read more » 

Three Hidden Benefits of Call Transcription

Speech to text transcription converts audio to text so that managers can quickly scan the calls instead of listening to the entire recording. Searchable call transcriptions make it even easier to monitor calls for quality. Managers can search all calls for specific words and phrases within a determined date range. This is far more accurate and efficient than manual call monitoring. … Read more » 

3 Reasons Businesses Should Use Call Tracking Numbers

Even when searching for information about a business online, most people choose to reach out to the business via a phone call. But technology and call tracking numbers have allowed phone calls to evolve beyond simply being an effective means of communication.

With call tracking technology, businesses are able to access valuable data on all of their incoming calls – data which can help greatly improve their sales and marketing efforts. Here are just some of the ways call tracking can benefit companies of all sizes and in any industry…. Read more » 

Setting Goals for Your Small Business

Setting goals for your small business is a never ending quest. You must continuously pursue your objectives, and that requires continual progress on multiple fronts. What will likely make or break your efforts is how well you can set short- and long-term goals.

When you understand the nuances of what goes into goal-setting and achieving, it won’t matter what obstacles stand in your way, because you’ll be in an optimal position to tackle them.

Here is some advice for any small business owner looking to create better goals and meet them…. Read more » 

Call Tracking Best Practices: Do’s and Don’ts

If you market your business online, in print advertisements, on television, on the radio or a combination and your marketing efforts generate a lot of leads, you should be using a call tracking service. When you use call tracking services provided by 800response, you have the opportunity to narrow the gap between your marketing campaigns and the leads they produce. This will enable you to determine the actual return you’re getting on your marketing tactics by revealing where your offline conversions are coming from…. Read more » 

Improve Your 2018 Marketing Strategy with Call Tracking and Call Monitoring

As more and more interactions are occurring online these days, it’s easy to forget about other forms of communication, such as a phone conversation.  This can be especially true for businesses, who may feel as though connecting with people via the phone is obsolete.  But the truth is that the phone call is still relevant, perhaps even more so today than ever before.  Each call that comes in to your business contains a wealth of data that can have a tremendous impact on its success.  You just need to be able to access it with the right technology…. Read more » 

5 Ways Call Monitoring Improves Your Operations

In today’s competitive business climate, it’s critical that you do everything you can to help your company succeed. If your business has a call center, you should implement a phone call monitoring system. Customer service call monitoring can help you improve your operations in meaningful ways, such as creating new sales opportunities.  Doing this can help your business experience a higher level of success in both the short and long term.

While your call center agents may see the installation of a call monitoring system as potentially intrusive, the truth is that a call monitoring system can benefit them as much as it can improve your company’s overall operations. If you explain this to your employees as they’re learning how to use call monitoring, it will help prevent them from resisting the system’s installation, as well as the changes that the installation may lead to down the line…. Read more » 

Is Call Monitoring an Invasion of Privacy?

As a consumer, you’ve probably asked yourself the following questions at least once when you’ve called a business or received a sales call:

And as a business owner, you’ve probably heard of cases involving companies that have had to pay large sums of money to consumers who claim they invaded their privacy by recording and monitoring their phone calls. With that in mind, you may find yourself wondering, “Is call monitoring an invasion of privacy that can cost me a lot of money?”… Read more » 

What Is Speech Analytics

Despite the growing number of brick-and-mortar locations and the rising prevalence of online portals, phone calls remain the most prevalent mode of interaction between a customer and a company. Customers place thousands of calls to companies on a daily basis, placing orders, asking questions and seeking services.

For companies, these one-on-one interactions with the customer are incredibly important. Not only do they allow the company a chance to build a relationship with the customer, but these phone-based customer interactions also provide the company with insights into their customers’ lives and interests…. Read more » 

Why Use Call Monitoring?

The importance of call monitoring on your 800 number is astounding, especially when it comes to customer service. Great customer service is critical to maintaining and expanding your sales. With call monitoring, you can listen to incoming calls to ensure quality customer care, script adherence and to hear your customer’s reactions first hand. Hearing customer reactions helps you make changes in script or customer handling policies to make them more pleasing to the public…. Read more »