If you run a business that involves a lot of calling and conversations on the phone you can definitely look into improving your current communications infrastructure. Integrating VoIP is definitely the path to go as this will not only save you money but it will also improve the customer experience and the customer service that your brand provides.
When your employees use VoIP for sales or support calls they will be able to contribute to a positive experience and at the same time help themselves in finding things that need improving.
Recording a sales or a support call is an invaluable tool, as you can always play it back and learn from it or find things you couldn’t find in the first place.
You can also use the Recorded Calls with a teaching purpose in order to teach your employees about the good practices. Do not criticize them just have a coaching approach to it. Just play back to your staff all the things you could get in a call center, like the good calls, the bad ones and the ugly ones.
This could be so vital for your business as it will most definitely explain to your people how to actually handle in a good manner all the complaints, queries, concerns and sometimes abuse in a really professional way.
Often times your Recorded calls could come in as an evidence that can settle disputes and arguments between you and your customer. They have the time and the date when the call was recorded.
In Zoiper’s softphone for example you have this option and all you have to do is enable it from the Settings menu. Just go to Settings and then click on “Automation” from the Features menu on the sidebar.
You will then see the enable call recording option from the picture below, which is in the “Call events options” section. It will allow you to enable and store recorded conversations from your calls.
(click on the picture to enlarge it)
And that is not all of it! You can always use, with the permission of your customer of course, your recorded calls as testimonials just like you would use a video or a letter.
All you need is a link to the recorded call listed on your website…
Analyzing your calls can give you valuable information that could reveal your customers’buying habits and some more valuable information that could help your sales and business growth.
This information is the perfect tool to help you build a better sales and marketing strategy for your business.