The Fastest Way to Start Booking More Calls: RECORD AND TRACK THEM

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‘The customer experience is the next competitive battleground.’

– Jerry Gregoire 

 

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The customer experience is the ultimate differentiator, and it starts when the customer picks up the phone to call you!  Your goal on EVERY phone call should be to create a WOW experience.  You do this by radiating positive energy and confidence, connecting with the customer on an emotional level, and creating value for them in unexpected ways.

Knowing this is not enough though.  You need to practice it and hold yourself and your team accountable to it.  The fastest way to start holding yourself and your team accountable to creating a WOW experience on a regular basis?

RECORD AND TRACK YOUR PHONE CALLS.

Call recording is the fastest way to get feedback on your calls and enables you and your team to identify for yourselves what elements of a WOW experience you are missing.  Call recording leads to greater self-awareness and personal accountability.  Call recording also makes it possible for someone else, like a coach, to listen to your calls and provide necessary feedback and praise.

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How do I record my calls?

There are numerous resources available for recording your phone calls, including but not limited to:

  • Marketing campaigns
  • Full software programs
  • In house call recordings that can easily be shared

When you are looking to begin call recording, we recommend sticking to a few simple guidelines:

  • Is it user friendly?
  • Will using this program take too much time from other work responsibilities?
  • Does it automatically record or do I need to manually make sure it records?
  • Can I easily share these calls with a coach?

We have seen it all, and the best call recording programs are the ones that make it EASY to log in through a web portal, listen to calls, and download them for further review and coaching.

(Two companies we recommend for call recording are Service Titan and Call Cap)

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The Role of Call Conversion

Call recording is fantastic, but it is incomplete without call conversion! Call conversion is the ratio of booked to non-booked service calls that come into the company.  We use call conversion to track progress and hold CSRs accountable to results.  Industry wide, companies have a call conversion of about 60%, which would indicate that they are losing 40% of the service calls that come in.

To put that in perspective, if you have an average ticket of $300 per service call, and your office takes 200 calls in a week, losing 40% of your calls is the equivalent of losing $24,000 in revenue simply because your CSRs are not trained to book the calls coming into the office.  That is the power of your call handling team.

Conclusion

Combine call recording with call conversion to get your call handling team on the path to booking more calls and creating more WOW experiences for your customers.  It’s a crucial element of your business and the first impression your customers have of the company.

Customer experience truly is the new competitive battleground, and it starts with the first call.

 

Sadie Fowers, Monitoring Manager

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