Partner Article

Live or die but do it effectively

Most businesses live or die through the effectiveness of their sales team and the level of the customer service they provide their customers with.

Because of improved technology and increased affordability, small businesses have started to realise the many benefits that call recording brings as part of their business communications capabilities.

The ability to record inbound and outbound calls, done automatically or at the touch of a button, has been proven to increase accuracy in communications leading to more sales volume, fewer invoicing disputes, greater customer loyalty and better customer service. For example, we can record a call, attach the call to an email and send it to the customer to ensure we are meeting their standards. It also shows transparency!

How would you currently resolve a sales dispute with a customer?

We all know mistakes can be made and be put down to human error. We also know that the customer is sometimes not always necessarily right. You should seriously think about how such a simple tool can be so beneficial to your business.

Call recording allows you, your staff and your customers to be safe and it also offers a fantastic tool for the development of your staff. We have weekly 1-2-1 monitoring sessions with our team to ensure they are constantly developing and keeping our clients reputations where they should be.

Don’t be fooled into thinking that this is costly as it is not, think how costly it could be if you continue without it. Would you cancel your business insurance and hope for the best? And that is exactly how you should see call recording, as insurance.

You can get a quality hosted Voip system with all the trimmings from £10 per month. You can also pick up software to integrate with existing systems from around £500.

I handle all operations at Call Agents UK and we would not be able to run it as smoothly as we do without services like this. We are now fully cloud based and that means when I’m sat on the beach in some exotic location (usually south shields!) I still know how our teams are doing and, if need be, I can give them a virtual kick up the backside!

We record all calls and we do not charge our customers for the privilege, we see it as added value.

We actively promote this when speaking to new clients and advise them why it is so important. We invite clients into our offices and allow them to listen to their recordings. It all adds to the transparency of our brand and helps to build strong relationships with our customers.

This was posted in Bdaily's Members' News section by Rachel Barnes .