Our sister company, CallFinder, recently made a suite of resources available to businesses that are looking to extract customer insights from their recorded calls with customers, allowing them to gain the data and knowledge they need to improve voice of customer analytics programs, and improve their operations and efficiency.
CallFinder is making their suite of free white papers available to guide businesses in using cloud-based call recording and speech analytics technology, also known as audio mining, to help them identify why customers call their business, what makes them satisfied, and what causes dissatisfaction…. Read more »
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 »
In the words of Johnny Mercer and The Pied Pipers…”you gotta, accentuate the positive, eliminate the negative.” We’ll skip over the part where he sings “don’t mess with Mr. In Between” because when dealing with analysis of the conversations taking place between your employees and your customers, it is essential to mess with the in between as well, meaning all recorded phone calls.
Speech Analytics technology has been around for several years now, though businesses are still slowly gravitating to the automated solution for analyzing business calls. For many years, and still to a pretty big degree, call centers – internal our outsourced – have been analyzing calls manually by listening in and analyzing their real-time, and in some cases recorded, conversations with their customers. And while we’re all aware that call center conversations are monitored for quality purposes, speech analytics will take a conversation and analyze it through software; therefore automatically and in real-time…. Read more »
Telephone communication may be slower than its new-media counterparts, but it still has benefits in an increasingly impersonal world. The telephone call, which connects a caller with a human voice, is still an important business component.
Here is a short-list of why the phone is more effective and successful at conducting business:
1. It provides an immediate connection to build rapport…. 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 »
Markets are rebounding, more houses are selling for more money. Now is the time to advertise your financial and lending institution, services and programs. A vanity number will help improve advertising response rates, plus you can record all of your calls coming into the vanity number, and use call tracking reports to monitor every incoming call. With tracking data you can build a lead database, capture addresses and demographics on the callers, and better understand which advertising sources are producing the most leads…. Read more »
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 »
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 »
The basic premise behind an 800 vanity number is for ease of remembering when you need to make a call to your contractor, auto dealer and service provider, or financial planner. If a potential customer is frustrated looking for a phone number in order to reach your business, they will most likely give up and call the first one they online find instead. However, someone looking for a plastic surgeon will very easily remember a number with “image” as the last five digits, for example 800-NEW-IMAGE. The same is true for any type of business if the vanity 800 number is extremely suitable to the business, conveying what they do, and memorable…. Read more »
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:
At 800response, our services include a sophisticated Call Routing platform, Real-time Call Tracking reports, and Call Monitoring services like Call Recording, CallFinder,® Speech Analytics, and Missed Call Monitor…. Read more »