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Improve customer service with call recording

By | Communications, Recruitment, Sales

We are constantly looking back at what we do and how we can improve. Athletes watch replays of themselves, students take mock exams and directors watch their films back.

Are you bringing this process of looking back to enhance your customer service? If not, you should be!

One of the most useful tools CloudCall offers is call recording. By recording your team’s calls, you create your own library of past calls, for you to pull out and assess the strengths and weaknesses in calls.

Using call recordings for training purposes is not just to show new starters how good (and bad) conversations sound like, but also for your team to constantly be pushing for greater customer service and increasing sales. Even the best can get better.

Listen back to your recordings to address weaknesses and give constructive feedback. Give praise to shine a spotlight on great calls and encourage improvement with your team’s customer service.

“So, Cloudcall, how can I use call recording to improve customer service?” We hear you ask.

Never forget a conversation

We’ve all been there. A customer calls in and everything goes well, they are interested in buying but you forget to write down a crucial piece of info. Never look unprofessional by calling back again! By investing in call recording, you can avoid awkward situations and ensure you do not lose your customer’s business to a competitor.

Address Problems

You can pull specific examples from your calls to help new agents with problem-solving and how to resolve particular issues. Using real-life scenarios to explain how to progress during a conversation can help new hires build up their knowledge. By showing examples of good and difficult interactions, you can broaden their knowledge early on, preparing them for a wider range of conversations.

Understand your customers

Taking a look at the call history of a customer before you contact them, will help you understand them better, building a greater relationship and therefore providing better customer service. You may find that they only have long conversations on Fridays or that they don’t answer the phone in the morning. The data from your call recordings is incredibly useful, allowing you to better understand your customers.

Resolve issues

On the boring (but important) side of things; call recording helps resolve disputes and argue against lawsuits from unhappy customers. Call recordings provide a catalogue of evidence of what customers say and agree to and protects your business from legal costs and headaches down the line.

“But CloudCall, does my business need call recording?” You ask.

We definitely think so, especially if any of the above benefits sound good to you. In the past, call recording was limited to only some of the largest businesses who could afford to pay for the features. However cloud services now make this possible for even the smallest businesses.

Call recording isn’t the only feature CloudCall can provide to you, click here to learn more about our other features.

What is local presence?

By | Communications, Product, Recruitment, Sales

Essentially, local presence is a clever little feature that allows users to make calls using a local phone number. Using local presence can boost the number of calls picked up by customers, clients and candidates as familiar-looking numbers are more likely to be answered. 

Take a look at our short video on local presence below:

Sounds like something you need right? We have lots of great features to make your life easier, so get in touch with a member of our team to find out how CloudCall can help grow your business.

EngageX Europe Roundup

By | Productivity, Recruitment

EngageX, Bulhorn’s leading recruitment industry event, has been a great example of how businesses are successfully adapting to the rapidly changing, online world we live in today. The event has been a highlight of our calendar since its founding, and last week we were proud to be return as a platinum sponsor. Read More

Everything you need to know about EngageX Europe 2020

By | Communications, Recruitment

We are once again looking forward to Bullhorn’s EngageX which is just around the corner. This event has been a highlight of our calendar since its founding, and we are proud to be returning as a platinum sponsor. With over 1000 attendees, EngageX Europe 2020 offers the opportunity to learn, network and share knowledge with recruitment industry professionals from around the world. You can expect exciting keynote speakers delivering valuable insights in 4 languages, as well as Bullhorn experts who will be demonstrating best practices for using the system. Read More

A Quick Conversation With Raymond Pennie, founder of Kyloe Partners

By | Communications, Management, Productivity, Recruitment, Technology

Raymond’s background includes accounting, recruitment and IT management before founding Kyloe Partners five years ago. Kyloe partners aim to optimise their client’s use of Bullhorn to reduce costs and speed up the process to drive sales.

In this episode Raymond talks us through the challenges of running a business in Orkney, which is a remote and isolated island to the north of Scotland. He shares his experience of how he built the business and how things progressed to where they are today. Raymond also sheds some light on what it’s like the be a Bullhorn partner, including the benefits he has found when building his own professional network, meeting prospects and attending events.

Listen to the podcast now Read More

Top tips for remote onboarding

By | Candidate Experience, Management, Recruitment, Technology
All businesses need productive and proficient employees that can get the job done without constant guidance. A good onboarding schedule is key to getting your new employee up and running in no time. Although, don’t rush it. A good onboarding process can take months.

So, what exactly is remote onboarding?

Onboarding is a sequence of events, normally including training sessions, workshops and calls that allows new employees to get to know their role, their team and the place they sit in the business. Onboarding gives new hires a chance to discover more about the company itself, it’s values, procedures and products or services. The onboarding process is likely to be tailored to fit the role and last several months. Remote onboarding is simply the term used when the business, employee or both are based remotely. Read More

A Quick Conversation with Dualta Doherty, founder of Dualta Doherty & Partners

By | Communications, Productivity, Recruitment

Dualta has 10 years of experience in the recruitment industry and founded Dualta Doherty & Partners five years ago. They are a Rec2Rec recruitment agency with a focus on international work.  In 2018 Dualta set up The Recruiter Startup Podcast to explore building & scaling a recruitment company with the best & brightest in the industry as guests sharing their knowledge. As well as this, he recently set up a remote recruitment business called Scale International. Read More