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25 (And A Bonus 1) Ways A Company Can Utilize Recorded Phone Calls

25 (And A Bonus 1) Ways A Company Can Utilize Recorded Phone Calls

By: Jeremiah Wilson

Call recording is increasingly becoming a solution for businesses around the world. Business who want to grow, businesses who want to hold their employees accountable and businesses who want to track their marketing ROI record their calls. Here's how those businesses use this tool.

1 - Find Answers - Your sales numbers stink. Your salesmen are working hard, they're on the phone constantly, but the numbers aren't getting better. Do you know why?

2 - Increased Accountability - Tracking sheets and charts are one thing, actually hearing how your staff sounds on the phone (and allowing them and maybe even their colleagues to hear it as well) is quite another. You can't hide from or make excuses for a recorded conversation.

3 - Coaching - Play the calls back and use those calls to get better. What did your salesman do well? How can they get better?

4 - Compliance - Ensure that your employees are not misstating company policy or procedure when they're talking to customers.

5 - Business Vision - Determine if your employees are effectively communicating what your company believes in. What is your big idea? Do your employees understand that and convey that well? The only way to know for absolute certainty is to hear them try to communicate it to an actual customer.

6 - Support for Employees - If a client has a major dispute with an employee or with the company; guess what? The conversation has been recorded and is easily accessible.

7 - Teaching Tool - Use the recorded calls in group settings, team meetings and conference calls to demonstrate what to do and what not to do.

8 - Feedback in Real-Time - Forget the customer survey. Hear your how your customers react to things your employees say in real-time. Listen to changes in tone and words to gauge how your customers are reacting to your products and services.

9 - Unfiltered Feedback - Hear feedback straight from the horse's mouth. You have the recording when they called to complain. What were they really upset about?

10 - Trends - Using our state-of-the -art analytics tools you can data-mine into calls themselves. You can see which reps are closing more calls. You can see why they're not closing calls. You can even see which elements of the calls are going well and which are not.

11 - Competitor Mentions - With ContactPoint's customizable search features you can dig into the recorded calls and easily find out if your customer is comparing you to competitors and, if so, on what grounds. Are they saying that their pricing is better? Or find out how the customer is using your competitor's name in the phone call

12 - Product Mentions - Ensure your staff is pitching the right products to the right people at the right time. Are they mentioning the special of the month or the week?

13 - Understanding Objections - Why aren't people buying from you? Using our in-depth analytical tools you can isolate calls when the sale didn't close, and then figure out why it didn't close. Maybe there is a pattern to the objections.

14 - Upsell - You can isolate calls where you were able upsell a client. Is there a pattern? Why are these calls more successful?

15 - Close More Calls - Isolate calls where there was a closed sale. Are those salesmen doing anything different? Why did those calls close and others didn't? You can search the data and easily, in moments, find out.

16 - Operational Issues - Based on what the client and your sales rep says you can determine what operational or technical issues are recurring (and again, all this is searchable).

17 - Questions on a Call - Are your sales reps asking questions on the call? Are they trying to build a relationship? Or are they just talking?

18 - Marketing ROI - You can not only see which ad sources are effective (using our call tracking system) but with the recordings you can hear from the customer why they are effective.

19 - When Did They Call - Using our exclusive online dashboard you can tell when someone called, see patterns in the time of day, day of week and time of month. When is marketing most effective for you?

20 - Where Did They Call From - So someone say your ad, where did they see it? Determine if there are certain areas of your market where certain marketing tools are more effective.

21 - Advertising - You record your customer service calls. This makes you different! This means you can guarantee an employee has to say 'have a great day' or offer a specific discount in every call. If they don't the customer gets a free _______. Advertise that you will hold your employees accountable because you record the calls.

22 - Saves Time - There is no need to go back through notes from a conference call or sales call again (heck, there's no need to take notes in conference calls or sales calls anymore), you have the call right on your computer.

23 - Maintain a High Level of Customer Service - Randomly audit calls. Hold your employees accountable if they aren't treating your customers well enough.

24 - Scoring - Based on industry best practices our system can give you criteria to measure a call's effectiveness. We can score the calls for you or you can score them yourself. We allow you to put a measurable number next to a phone call. We even put measurable numbers next to individual elements and sections of a phone call.

25 - Scoring Analytics - Drill down into any data you want. Find out which employees are scoring better than others. Compare employees against each other. Compare locations or departments against each other. See who's struggling and who's doing well.

26 - Hear What Your Customers Hear - What does it sound like to them. They're the reason you're in business right? Shouldn't you know what they are hearing?

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Jeremiah Wilson is the Founder and President of ContactPoint. ContactPoint is the world trailblazer in sales and customer service optimitics. Their patented technology records and scores real phone calls so companies hear what their clients hear. ContactPoint provides revolutionary coaching to teach companies how to triple sales. For more information visit http://www.contactpoint.com

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25 (And A Bonus 1) Ways A Company Can Utilize Recorded Phone Calls

By: Jeremiah Wilson