Why do businesses record calls? For a variety of reasons, including:
- Reviewing how a team member handled the call;
- Learning common reasons why customers (or potential customers) are calling; and,
- Identifying potential opportunities for additional products or services.
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: Continue reading
One of our clients, Jennifer, called with a problem. Jennifer has an outdoor living catalog which allows customers to order items via her website, or call in orders, if they’d prefer. She has several part-time employees that answer calls and take order information via the phone. Sally noticed an increase in returned shipments due to incorrect addresses over the last several months. She wanted to investigate this dilemma and wondered if Halloo’s virtual phone system could help. Continue reading
Last week, Wisconsin Governor Scott Walker had a very candid phone conversation with right-wing billionaire David Koch – or so he thought. The journalist responsible for the prank call shared a recording of the chat and pundits didn’t hesitate to scrutinize Walker’s every word.
Lucky for Walker’s press team, the Governor seemed to share the same opinions in private as he had in public regarding the state budget, unions and the legislature. But they are politicians – masters of public relations. But for everyone who has ever hired someone to answer the phone – how do you train your sales and support staff to stay ‘on message’?