Why do businesses record calls? As many recorded messages will tell you when you’re on a recorded phone line, “for quality assurance purposes.” Many companies have staff that review recorded calls to determine:
- How staff members handled the call;
- Common reasons why customers are calling; and,
- Whether additional products and services are being offered to the caller.
If any of these interactions with customers are not handled correctly, it could mean lost business. So, call recording can be an excellent source of training opportunities for your team. Even if you don’t have a dedicated staff for listening to recorded calls, selecting a few calls each week to review can help you stay in touch with the customer and better anticipate their needs. Call monitoring, on a live or recorded basis, can also help you measure the effectiveness of your customer-facing employees. Interactions via phone are often key in a customer’s decision to do more business with your organization. Having well-trained, customer-friendly staff can make a huge difference to your bottom line!
Just keep in mind some of these stats compiled by Salesforce to reinforce the need for excellent customer service!
- It is 6-7 times more costly to attract a new customer than it is to retain an existing customer. (White House Office of Consumer Affairs)
- 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)
- 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. (Forrester)
- Consumers prefer assistance over the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), “click-to-call” support automation (34%). (eConsultancy)
- A 10% increase in customer retention levels result in a 30% increase in the value of the company. (Bain & Co)
Have you found call recording to be beneficial in your organization? If so, please share your experience in the comment section below. Or, if you’re ready to add call recording to your Halloo account, email us at support [at] halloo [.] com.