Whether developing new sales reps or enforcing call quality, all sales managers and customer service reps can benefit from using the V1 VoIP feature call recording. Call recording is a great VoIP feature that allows the recording of inbound and outbound calls. It is particularly valuable for those in sales that spend hours of time on the phone talking to customers and prospects. Being able to store and review recorded calls are beneficial for quality, training, and regulatory purposes to efficiently facilitate the prospecting and sales process over the phone.
Here are a few reasons V1 VoIP knows your sales representatives will benefit from the VoIP call recording feature:
1. Training New Sales Reps
From reviewing different sales processes to memorizing the correct language to use in emails and phone calls, the training of new sales representatives can take a while before a rep is ready to tackle leads on their own. The more conversations a rep listens to, the faster they will internalize scripts and best practices. If a rep is deviating from a company’s best practices, a sales manager can quickly identify and address the issue accordingly. It’s important to expose reps to both good examples and bad ones, so that they can understand why the team uses specific tactics and the related outcomes.
2. Prove Compliance with Industry Regulations
Call recordings can be used as proof of meeting industry regulations when working with customers, clients, and patients. This may include mentioning legal disclaimers and disclosures, offering contact information, or withholding sensitive information before a caller’s identity is verified.
3. Enforce Quality Control
A sales manager can ensure that all reps are following brand guidelines and training materials in every conversation by sampling recorded conversations. If a rep receives a compliment, he or she can simply ask the customer for permission to use the testimonial online or for other marketing materials, then review the call later to record the specific comments.
4. Create Accountability
When reps understand that their calls are being recorded and monitored by management, they are more likely to be conscious of their expected behavior. Knowing that any of the calls may be reviewed by a manager helps maintain a high level of service and professionalism across the team.
In the case of a conflict, sales managers can refer back to saved call recordings to better understand the situation. Without this evidence, it can be hard for either party to prove their claims. Being able to access call recordings also helps managers ensure that all promises made over the call are delivered to the customer or client.
Article publié pour la première fois le 09/01/2017