Call recording is not the same as call logging. The purpose of using a call recording service is capturing phone, web conferencing, and email conversations between sales representatives and your customers. Once your conversations are recorded, you can retrieve, playback and take appropriate action. Have you started using this crucial function in your business? If not, here’s why your business should be using call recording software:
1. Call recording software is inexpensive
When you compare the cost of setting up call recording service to the value you derive from call recordings, you’ll realize the service is inexpensive. A single call recording can help net in business worth so much. Moreover, you can use a cloud-oriented call recording service that doesn’t involve any equipment or even installation and maintenance costs.
2. Call recording software helps you know what happens during a call
The essence of recording calls is to be able to capture important communication happening between your business and customers. Using AI, call recording software helps you clearly understand what customer-facing conversations: which competitors are coming up? Which objections come up? What feedback are customers giving?
3. Call recording software has a long shelf life
Think about the last conversation you or your sales reps had with a customer. You can’t retrieve it for reference or other use. With call recording software any member of your team (sales, support, product, marketing) can search and find calls that illustrate pain points, feature requests, and best practices for future calls..
4. Call recording software helps to maintain quality
Using call recording service helps to ensure that your team members’ performance improves. This is especially true when you make a point of reviewing marketing dashboards daily. Listening to call recordings helps you pick out small errors and deviations at an early stage when you can fix them.
5. Call recording software helps deal forecasting
Has pricing been brought up in conversation? Is there a timeline in place on the buyer’s side? Is there high intent in this account? Call recordings and activity data show you which deals in your pipeline are likely to close, and which aren’t. That means you can get proactive on deals before they go dark, which is all-but-impossible without call recording software.
6. Call recording software can capture customer opinions
The value of call recording lies in the fact that you can evaluate calls for important data and trends to validate the opinions of customers. By listening to call records, the perceptions of customers become more evident. Some call recording software can do more like tagging and categorizing calls.
7. Call recording software helps to uncover blind spots
Listening to recorded conversations gives you a clear picture of what is going on in your business. Managing business blind spots is dangerous and costly. Call recording software is a great tool for monitoring sales rep performance.
8. Call recording software highlight areas of improvement
Recorded conversations help you to get a view of patterns as well as weaknesses of your reps. You can use this information to scale best practices or tailor training that meets the needs of reps who need capacity building. You can also use the conversations to come up with training content for new hires and existing reps alike. It’s like building a playlist of your top calls to train new AEs.
9. Call recording software helps to improve customer experience
No more repeating the same answers to the same questions. Because all the answers are recorded and easy to search, that means reps can keep an infinite memory of their conversations and share those with customer success or other teams when they hand over new customers.
If your business requires interaction with customers then you need to take advantage of call recording to improve service delivery and customer experience. Recorded calls offer insight into the performance of reps and the customer journey.
The good thing about cloud-hosted recording services is that they are inexpensive to set up because you don’t require additional hardware or employees.
Call recording software is secure and easy to use. Your recordings are stored as audio files that don’t take up a lot of space. You can access the files through the online management portal. Apart from the playback function, you can also view other information associated with the recording.
Most importantly, there is also the flexibility of organizing the data by labelling the files, download and save the files onto dedicated storage. Whether you’re looking for a cloud-based system or an on premise-based call recording system, you can be sure to enjoy peace of mind with and getting the best results from your teams and business.