How to use Call Recording and Statistics
The need for businesses to understand how they communicate has never been greater. Whether it is dealing with customers or intrapersonal communications within your team, everything needs to be crystal clear when working remote. With employees away from the office, it is easy for communication with both colleagues and customers to break down. It is the role of our phone systems to ensure that this doesn’t happen. Our systems come with the features to help us every step of the way.
The vast majority of high-quality phone systems come equipped with Call Recording and Reporting features. These help managers both track the performance of their operators but also to protect them in case of an incident. Intelligently applying these features to the way that you operate your business can have a great effect on your productivity and customer satisfaction. Here is our guide on how to successfully make the most of your phone system’s call recording features and stats.
Stop Missing Customer Calls.
Call statistics provide useful information that can prevent you from missing important customer calls. We know that missing calls can be incredibly damaging for businesses in many sectors, especially those such as real estate where every piece of business can be worth thousands. Call statistics can show you the busiest times of day. This lets you assign someone extra to the phones so that nothing gets missed.
It also tracks how long calls last. An inefficient call process wastes time for both your team and your customer, so making sure that everything runs smoothly is essential to making sure that nothing slips through the cracks. Understanding why certain calls take longer than others and reviewing the process with your staff is a quick way to make sure all interactions are handled efficiently.
Train and Protect your Staff.
We’ve all heard it; “this call may be recorded for training purposes”. It has become part of the call experience, but it can provide real value for teams. Being able to record a customer call that has some unforeseen circumstances or where something goes wrong, and then relay that call to your staff with tips for next time is an invaluable tool to help processes improve.
Calls being recorded also allows you to settle disputes in the hopefully rare occasions that they should arise. In some high-pressure situations, it can be essential to have a record of who said what. Whether you are using this information as a virtual receipt or to protect the liability of an employee or customer, being able to record a call is an essential tool in any good workplace’s arsenal.
Improve your customer journey.
Every business takes a customer on a journey, from first contact all the way through to the final sale. It is important to make sure that every step along this journey runs as smoothly as possible. If you record your calls, you can make sure that the customer is receiving the right service on every step of their journey. Whether that is ensuring that they get the correct response early on, or the right technical help further down the line, every role has different responsibilities and each need to be properly maintained.
Call recording allows you to spot where difficulties arise on the customer journey. This could mean a long wait in a queue to make that initial contact, or a call being transferred to a dozen different customer care operatives. Spotting these pain points and resolving them can make a massive difference to your business.
Solidify your Sales Process.
Now that many of us are working from home far more often, many of the most important parts of our businesses have had to be handled in new ways in order to suit remote working. One of these is sales. Many businesses have transitioned to a remote selling model that functions over a series of calls and video conferences. This can have a number of benefits over meeting the client in person. Not least of these is saving a lot of time and money.
The key to making sure that the remote selling process runs as smoothly as possible though is to ensure that the calls follow a certain structure. Each call should be handled by a specialist in a way that ensures customer satisfaction. You can do this by reducing call time and having a different individuals in charge of each stage. The best way of ensuring that this process is adhered to is by reviewing recorded calls with your team. Similarly to monitoring statistics, this can help you to find inefficiencies. Working from home has made many aspects of business trickier, but with the right tools it doesn’t have to be.
We hope this guide has helped you to understand exactly where tools like call recording and statistics could come in handy within your business. Our VoIP phone systems come equipped with all of these features.
If your team needs an upgrade then get in touch at 0330 222 0332 and find out more. Or use our VoIP system builder to find the right solution for your team.