Improving your business doesn’t have to be a hassle! Call Recording is a difference-maker that many businesses neglect to consider or implement. Many businesses are looking for grand ideas to help them elevate but constantly overlook little changes that can be beneficial to them.
“The call session is being monitored.” and many other similar messages are examples of how one little feature can help your business. This helps companies identify their weaknesses to improve them further in the future. Don’t lose out on quality leads by not improving on every call.
Why Is Recording Sales Calls So Important?
Recording your calls should not only be for training purposes. Recording allows you to keep track of conversations you have with customers and potential clients. There is ample information that can be garnered from each call to help you to close your prospects.
Here are a few other reasons to persuade you to record your sales calls right now:
1. Resolve Disputes
There are times when a call recording might help to resolve problems that occur between your sales team and a client. Misunderstandings about offerings on a specific promotion might occur that can be easily solved by going back to review what was said on the call.
The recording ensures that there is no room for opinions, and only the facts about what has transpired will be presented. This helps with your reputation and ensures that there are no misunderstandings about business. Recordings also help when you have to confront fraud as well.
Make sure to ask for consent before recording as some states are all party consent states for recording.
2. Pick Up on Missed Details
Customers hate being asked to repeat themselves. Adding on the pressure of anticipating what your customer will say next or what to ask can leave you stuck, increasing the chances of missing something important. The recording makes it easier to preserve that rich information.
Separate yourself from your competitors by having the right information when you call your prospect the next time. This allows you to focus on how your product can benefit them instead of spending the call summarizing the last time you spoke to them on the phone.
3. Take Team Coaching to the Next Level
From small to big business, managing a team is a difficult task that is mutually shared. Recording allows you to train your staff on the best way to close deals. Coworkers can give advice on what worked for them in shared experiences by seeing what others missed.
Analyzing calls can help ensure that guidelines are being followed in conversations and allow you to check whether the client’s problems are being addressed. You can address frequently occurring problems so that you can eradicate them before they spread further.
Listening to the recordings doesn’t have to be used to criticize what your team did wrong; it can be used to uplift them! Pointing out what an individual did right can be beneficial by allowing them to see what you’re looking for in a call. This can make a world of difference to them.
4. Improvement of Products and Services
A great business takes criticism on board and betters itself through critique. Customers will tell you when they are dissatisfied with a product or service. Keep your customers satisfied, and they will keep coming back. Don’t ignore easy pointers from customers.
Even loyal customers can be hard to retain, especially in a tough economy. Keep them by listening to their requests and implementing changes they can benefit from. They are likely to forgive you on future issues and be willing to try new offers when you take the time to understand their needs.
Multiple complaints about an individual feature of your product or service can be seen as a red flag. You can share these recordings with your development team to make improvements. Listening to customers can help you learn what they like about your product and what is missing from it.
5. Understanding Customers
How does your customer persona compare to your actual customer? Continuing talks with your customers should let you know how close or far you are, which should lead you to improve in that area. This enables your team to tailor their message to have more impact on them.
A more realistic understanding of your customer lets you sell exactly what they need instead of what you think they need. Can you imagine that a customer might tell a business what they need, and the business might not provide that product or feature to them?
6. Use Testimonials to Back Your Credentials
A happy customer is a returning customer. Customers are likely to sing your praises when you’ve done right by them. This can be a great opportunity to create testimonials to attract potential clients. Consumers love real-life testimonials instead of your opinion of your own product.
Independent reviews can be the difference maker when it comes to closing a deal. Be sure to collect valuable testimonials, especially from your biggest clients. If you’re creating a case study, don’t exaggerate, and get permission from the respective clients to publish their words.
7. Monitor the Evolution of Your Customer Service
Is it fair to claim that your customer service has improved without knowing where you started? Having a database of how your team communicated before versus now helps to raise their spirits about how far they’ve come. Use sticking points to work on improving in the future.
Another useful way of using the database of recordings you’ve made is for training new hires. Especially in the sales department, the differences can show where they’ve improved and what they need to work on.
8. Recording Options
There are many ways to record your calls for business purposes. A great way to do this is to find CRM software. These tools are great because the recording tools are already included in the software, so you don’t need to have multiple programs running at once.
Another benefit of having your recording tools integrated with your CRM software is that it makes it convenient to continue working while the system records automatically. The system allows you to access the recordings with ease while preparing for your next call with the client.
9. Easy to Outsource
Everyone needs a rest! Being out of town doesn’t mean your business has to stop; keep your employees up to date with a database filled with your recordings. Listening to what you last spoke about with your client reduces lag time when your employee makes a call.
A good rule to keep in mind when doing these recordings is to make sure you state the reason why you’re calling. This will further help if someone else has to call that same client; they don’t have to waste time catching up.
10. Creates Better Speaking Habits
There is a reason why some of the most powerful leaders in the world have such a good rhythm when they’re speaking. It’s because they have coaches that are constantly recording them and giving them feedback afterward.
It’s no secret that practice makes perfect, and that does not exclude speaking! Practicing helps with rhythm and pace. Without the proper rhythm, your words can sound monotone, without enthusiasm, leaving your customers bored and uninterested in what you have to say.
A bored customer will never buy from you, no matter how good of a product you’re selling. On the other hand, when your pacing and rhythm is good, your customer will appreciate that you listen to their problems and provide them with a solution they couldn’t find elsewhere.
11. Helps to Find Errors
Recording your speeches is important because it can help you find out what you’re saying wrong. Yes, it may look good on paper, but recording before you call can give you the much-added benefit of making sure the words are easy to say.
This helps with pronouncing your clients’ names if you’re not sure and need an extra practice session before calling. Mispronouncing a person’s name can lead to irreversible damage that may cost you a major business if you’re not careful.
12. Helps with Adjusting Volume
You can listen to just how soft your volume is when you’re going over recording before making a call or afterward to gain feedback. It helps to work out when you might need to raise your voice or when it might be crucial to wait and see what your client is trying to tell you.
13. Easy to Modify and Adjust Your Speech
Adjusting the way you talk during a call is not an easy skill to learn, but a quick recording session will help it come to you in time. Customers want you to get to the point because they have other people trying to sell them the same product as you.
Being able to keep your speech precise and to the point allows you to maintain the interest of your customer. The current marketplace requires you to sell your product fast or risk your customer going elsewhere. Don’t be afraid to cut out the bulky parts of a speech if it means winning a client.
14. Take Advantage of the Data
You would be surprised about how many businesses record their calls but fail to utilize the data. Data can teach you a lot about what your customers think you can do better. Once you get your data, don’t forget it; be sure to put it to work!
You can separate your data if you work at a business that resides in multiple industries. The worst thing you could do is confuse clients with each other. Categorizing data and putting them in the right group gives you control over how things are moving within your business.
It lets you keep things organized so you can get the data whenever you want without having to jump through too many hoops to do so.
15. Ensure Compliance
Recording lets businesses keep track of rules that are important within their industry. This is mainly seen in the fields of finance and medicine. Industries like this require that specific rules are followed to make sure that everything is done legitimately.
It may seem like a lot, but by taking this advice, you will see an increase in your conversion rate. At first, you might be overthinking, but with time it will become second nature to you. Call recording is inexpensive, and it provides you with information that will put you ahead of your competitors.
Aidan has been writing about personal finance for over 6 years. Prior to this, he worked as a Corporate Finance Analyst where he specialized in Due Diligence, Company Valuations and more. He is a CFA charterholder.
