In business, solutions to problems are a premium. Those who can come up with them are valuable to the organization as they paint the way to the future. One such solution to a multitude of issues is call monitoring.
Monitoring the business phone calls made by employees serves some obvious purposes, but there are others that you may not have thought of.
1. Looking For The Upsell… Read more »
Using call recording can prove to be invaluable in employee training. Recording calls allows you to build a hard and fast data base with which to compare and audit the level of customer service being given by employees. Access to examples of calls allows trainers to demonstrate what good and bad calls sound like. They can also help employees fine tune their performance to fit the company’s needs; whether they be basic compliance, sales techniques, or subtle facets like tone and empathy…. Read more »
Great customer service is often the key to improving and growing your business, and is of course instrumental in providing a great customer experience.
Here are eight important statistics to keep in mind when you are considering a comprehensive call monitoring program with call recording and speech analytics technology:
1) According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. Source: Customer Experience: Is it the Chicken or the Egg, Forbes… Read more »
How can I continually improve return on investment (ROI) in my business? This is a question being asked by any business owner or manager worth his/her salt. Fortunately, as technology improves so does the ability to accomplish this, especially technology concerning call centers.
The single biggest way that call center technology can improve the ROI for your business is with call recording, and it actually accomplishes this in three ways:… Read more »
Call recording has long been used in customer service call centers, but it can also be useful in other areas of business as well. Consider using call recording in your business to help improve service, improve training, improve customer satisfaction and improve your protection.
Recording calls allows the business to review calls for trends. If there is a sudden increase in phone calls around a specific product or service this will give the business specific information on what is happening to so you can provide a prompt solution…. Read more »
Call recording can be a useful business tool for many reasons. Although it is important that callers know their call is recorded and monitored, recording can offer several ways to improve the customer service experience.
Call recording can allow you to collect information without asking a caller to repeat it multiple times. A recorded call can be passed along to another employee or administrator who is the most appropriate person to return the call, supporting an appropriate customer response. Also, recorded calls can allow follow-up. Lost leads can be regained, by accessing recorded return phone numbers or appropriate contact information and using it to discuss concerns with a potential client or customer.… Read more »