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.
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.
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.