Though you have no doubt attempted to train your employees thoroughly in hopes that they will get better in time, there aren’t very many ways that you can track their progress on sales and customer service that happens over the phone. However, with the advent of call recording, you can listen to each and every call that comes through to your business.
How Does Call Recording Work?
Call recording is actually very simple. First, you will have to sign up with a call recording service. Then, all calls will be briefly forwarded to the service, and your customer will hear an automated message that tells them that their call is being recorded for quality purposes.
Then, all the recorded calls will be online and available for you to check them out and listen to them whenever and wherever you would like.
How Does This Help You and Your Employees?
With call recording, you can listen to random phone calls that your employees answer. First of all, this monitoring policy will keep your employees on their toes and encourage them to be friendly, positive, and persuasive over the phone.
Secondly, you can use call scoring methods to track the progress of each employee. Not only is this good for you, but your employee will enjoy seeing their progress over the time that they’ve worked for your company.
Thirdly, if you have an employee that is being rude to customers, is not making sales, or is otherwise causing problems, you can give that employee a chance to correct or you can terminate their employment, if necessary.
How Can I Implement Call Recording and Call Scoring?
If you aren’t sure how call scoring should be done, you can talk to your call recording provider. Oftentimes, they will have a service that trains you on call scoring or even will do the call scoring for you.
Now that you know how call recording can help your business, start today! Call Performance Driven Marketing at (801)-326-0582 for more information!
