How Your Sales Team Benefits from Call Recording
In previous blogs we’ve discussed the contributions call recording can make to contact center efficiency and agent training, among many other benefits.
But there is another facet to this technology, as observed in this recent Orecx blog – the impact it has on sales intelligence.
While there are numerous strategies for acquiring sales intelligence data, from professional consulting firms to enterprise systems that crunch numbers and deliver insight into markets and upsell opportunities, many of these methods require a significant investment.
But if the contact center has call recording, especially if it is part of a workforce management solution, the company already has a means to engage with customers and collect valuable intelligence and get answers to such questions as:
How is my company perceived vs. my competitors’?
During a call a customer may reference how another company has more product choices, or a lower price, or other special offers. Or, the caller may mention how he or she had tried the other company first, but was not impressed.
Where do my customers live?
Find out where people are more receptive to the company’s products and services, then target these areas for additional lead generation.
Is our marketing misleading?
What happens when customers think a company is offering a free product, only to discover later that a $100 purchase is first required? Usually, it leads to a lot of cancellations and complaints. Call recording can reveal whether a marketing message is effective, or is having the opposite of the desired effect.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is