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cloudcall features Archives | CloudCall

man using natural language processing technology on phone

Natural Language Processing (NLP) in Recruitment

By | Recruitment, Technology

In my previous article I covered some of the interesting Artificial Intelligence trends I see currently in the recruitment market.

I’d like to dive a little deeper into one of these areas that’s come to the fore recently as we at CloudCall look to extend our offering and provide improved insights for our customers. In this article I’ll examine ways in which natural language processing (NLP) techniques can be used to reveal interesting information. This information may be embedded in your systems but isn’t immediately apparent or relevant. It’s all about understanding your customer’s voice and allowing you to better tailor your solution to meet their needs.

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male on headset using call recording

Call recording: What is it and how does it work?

By | Product

We’ve all been there. You had a productive and chatty 30-minute call with a client, everything went well, and they are interested in buying but you forget to write down a key piece of information. Did they say 30 or 300? Are we calling again next Tuesday or Wednesday? Do they prefer peanut butter or jelly? Now your only choice is to call them back and confirm the details you missed. Of course, this may come across as unprofessional and will impact that customer’s experience.

The solution…Call recording.

When you hear the term ‘call recording’, what springs to mind? Is it James Bond listening to a villain’s call via a secret pen? Is it a dodgy journalist hacking a phone? No matter your preconceptions, the truth is call recording is a great feature for your business and we are here to tell you why.

When customers have so much buying choice and competition is fierce, every interaction is vital to getting and retaining a caller’s business or you risk losing them to one of your competitors.

Call recording allows you to record and store a library of your past calls, providing you easy access to any call you like, at any time.

What’s more, when you integrate your phone system with your CRM, each call you make is captured and stored within that contact’s CRM record. (At least, it is with a CloudCall integration anyway).

Having this collection of recorded calls means you never need to take notes again, you can fully immerse yourself in the call, building rapport and making life easier for you.

Instead of spending hours trying to decipher your cryptic notes that resemble a five-year old’s scribbles, you can use that time to redirect your resources to other tasks, thus saving you time and money.

There are many ways your business can use call recordings to grow, here are just a few of them….

 

Training and monitoring

Recording and storing your calls in your database gives you the opportunity to take control of the easiest statistics you can find, those from your calls. Calls are integral parts of day-to-day business, and for those who work in Recruitment, Sales or Customer Service…they can be in triple figures each day. So, why not take advantage on what your team are already doing?

Creating a library of calls lets you search, source, and select any call, at any time. Doing so will allow you to access a whole range of calls; from the best outbound sales calls to the maybe not so great customer dissatisfaction calls (we won’t dwell on those). All this is to say that new employees in need of training will have a wealth of real customer calls at their fingertips to learn from. And it allows you to provide additional training where needed.

Additionally, once you know what a good or bad call for your business sounds like, you can use the call recording to train the rest of the team on what they should or shouldn’t be doing.

Keep your customers happy

Keeping a log of both inbound and outbound calls will let you refer to past calls. Whether a customer wants to make a complaint or let you know about great customer service they received from one of your agents, you can easily access and play any call you need.

Not only will this help resolve issues, but it can allow the agent to establish a good relationship with the customer. Being able to refer to past calls themselves lets the agent remember what the topics and tones of past customer calls were. Thus, tailor making a personalised experience for the customer every time and keeping them happy.

Agents can listen back to past calls for each contact, seeing what went well (or what didn’t) and listen out for things that may have been missed in the past.

Not only will this help resolve issues, but it can allow the agent to establish a good relationship with the customer.

Being able to refer to past calls themselves lets the agent remember what the topics and tones of past customer calls were. Thus, tailor making a personalised experience for the customer every time and keeping them happy.

Agents can listen back to past calls for each contact, seeing what went well (or what didn’t) and listen out for things that may have been missed in the past.

This enables each agent to create a personalised experience for each of their customers, keeping them happy and moving through the sales funnel.

Call recording can help you take control of the boring bits too. By recording your calls, you can avoid legal disputes, which is always fun! And your recordings can be paused whilst taking sensitive information, which assists you in managing data protection compliance. Like we said, fun stuff.

Boost sales and productivity with goals

Recording your calls allows you to monitor the productivity of your team. You can see which agents are making the; longest, most, successful or missed calls throughout the day and by using this data wisely, you can set personal goals and KPI’s for everyone on the team.

Sharing the stats and recordings with your agents, will not only expand their knowledge of what a ‘best in practice’ call sounds like, but will motivate them to boost their own stats and sales. Setting rewards for smashing goals and KPI’s will encourage healthy competition within the team, increasing the quality and quantity of customer calls.

Boost sales and productivity with call recording

Whether it’s saving you time, money or keeping your customers happy: Call Recordings do it all*.

*Just about.

So, does my business need call recording?

We think so, especially if any of the above benefits sound appealing to you. If you care about training and developing your employees, keeping your customers happy or avoiding legal disputes – call recording is a must. Recording customer calls also helps in gaining valuable insights, measuring your effectiveness, and improving your sales strategy.

In the past, call recording was limited to only some of the largest enterprise businesses who could afford to pay for the features and hardware required. However, cloud services now make this possible for even the smallest businesses.

If you would like to know more about call recording, and CloudCall’s features, then why not book a demo or request a callback?

woman working to reduce call queues

Reduce call queues and delight customers with CloudCall

By | Customer Experience
Providing quality customer service is one of the biggest targets for a call center team. And call queues can have a big impact on call centre resources and customer satisfaction levels. That’s why reducing queue times is consistently the number one priority for call centers year-round. In fact, nine out of ten businesses we spoke to see this a significant priority. So, if you want your customers to be satisfied, you need to reduce call queues in your call centres. Simple!

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male looking at cloudcall dashboards

CloudCall dashboards at a glance

By | Product
To get the most out of your team and drive them towards achieving improved results you will need to measure their performance. Management dashboards have long been the go-to for monitoring high-level performance. They allow you to filter down data, highlighting only the key elements that provide valuable insight into a team’s success. CloudCall dashboards are a handy way to get a quick overview of your businesses KPIs in one place. By pulling data from different reports, a dashboard provides easy to understand metrics. So, when you’re short on time or just need a brief update on performance at a glance, you’ll be able to find everything you need, quickly.

Getting an up to date, instant snapshot of your business’s performance is just one of the benefits of using dashboards. You can also easily identify and rectify downward trends, track efficiencies and set goals with information from your call data.

Real-time monitoring of relevant data throughout the day allows setbacks in performance to be identified as they occur. And might enable deeper issues to be realised and corrected. Sharing dashboards with a team can also encourage motivation, productivity and provides clear goals. 

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