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There was a time when phone calls were undervalued by marketing agencies and brands. Today, positive customer experiences and conversion rates depend heavily on numerous factors, including simplified and modernised call processes.
Marketing calls are a common component of an effective strategy and successful business. Building positive interactions with clients leaves a lasting impact on how brands operate and build up their implementation strategies.
That’s why brands seeking to enhance customer experience and gain insight into lead quality establish call centres utilising call centre recording software.
But what exactly is a sales call recording functionality, and why is it valuable for brands? To answer these and other questions, let us look into the practicality of call recording software and its role in streamlining call processes.
The Impact of Recording Marketing Calls
It’s no secret that processing calls can help brands understand buyers’ concerns, needs, and expectations. But that doesn’t shield businesses from lacking insight into the customer experience.
Why do businesses record calls? Incorporating recording functionality into the call center’s day-to-day toolkit helps brands drive better outcomes for their customers, follow and enhance call flows, and refine their marketing tactics.
For instance, saving call recordings is a lot like saving call data and sales documentation. Having a library of recordings at hand allows brands to revisit specific conversations and link call data to deal conversion data.
Besides, recording marketing calls allows companies to assess new strategies, evaluate customer sentiment, identify experience trends, and determine whether agents need additional training. It’s also crucial to collect specific call data for compliance and quality assurance purposes.
Brands and marketing agencies often look for a sales recording solution bundled with a call tracking service, analytics, and a cloud phone system.
With Phonexa, you get access to Cloud PBX (cloud telephony system) and Call Logic (call tracking and distribution platform) — software solutions that work hand-in-hand to boost customer conversions and streamline call processes. Recording call data is an integral part of that collaboration. It helps users gain and use call insights to shape growth strategies and identify improvement opportunities.
Call recording software is part of Phonexa’s Call Logic which serves as a digital software tool that helps brands create an audio record of phone calls between their representatives and clients. Let’s take a closer look at the call recording process.
When consumers call a business, they’re alerted that their conversation may be recorded. Phonexa’s call recording software starts making a digital sales recording of these calls once the consumers are connected to the IVR and eventually a company representative. These recordings are then stored in the cloud for a specific period and can be accessed for future use.
There’s no denying that call recording software is a powerful tool that gives brands all the critical information required to improve sales, training, and marketing processes.
At the end of the day, every business cares about its performance. So let’s examine why brands and marketing agencies should implement sales recording tools bundled with call tracking, lead management, and other critical marketing solutions to get the highest revenue possible.
Why Use Call Recording Software & Other Tracking Solutions
Businesses have to stay in contact with their prospects and clients at all times. That’s the only way to identify their needs and offer the best solutions to their problems. Comprehensive tools like sales call recording considerably simplify these tasks and make critical information easily accessible for businesses to digest and base decisions on.
Here’s how businesses can leverage digital call recording tools bundled with other critical marketing solutions.
Identifying Issues & Concerns
Every sales call recording is a goldmine of information. It can help brands determine the challenges their clients face, concerns they may have, arguments they deal with, and reactions they have to any given offer or strategy.
Listening to such recordings makes it possible for marketing and sales teams to tweak their customer journeys and optimise their procedures to ensure the successful outcome of future conversations.
Recovering Missed Details
One of the goals businesses pursue when they record calls is to have the ability to go back and listen to specific conversations. It can be particularly valuable if there’s any confusion regarding a purchase, complaint, or delivered service.
Keeping Your Marketing Team Informed
It’s no secret that marketers work with buyer personas. These target audience descriptions help marketing experts segment the audience and tailor content, products, messages, and services to meet clients’ needs and match their behaviour.
However, to create an accurate description, marketing teams need to know and fully understand their customers. Listening to recorded real conversations with consumers can help agents craft more targeted marketing messages that these audiences can relate to.
Leveraging the Potential of Untapped Insights
Sales call recordings allow brands to access a different type of data. It can help qualitatively and quantitatively evaluate team performance and identify improvement opportunities.
For instance, some call recording software can have a speech-to-text feature, which helps create a transcript of the recorded calls. Marketing experts can use these transcripts to cheque if specific keywords were used during the conversation. This way, marketers can use recorded marketing calls to improve performance among call centre agents.
With agent scoring functionalities, Phonexa’s Cloud PBX gives call centres the ability to identify and flag the effectiveness of each of their agents while allowing them to direct specific calls to the agents who are most suited to answer these enquiries.
But of course, all of this can only be identified through the use of IVR technology, which asks a series of questions to identify the reason for the call, and who the call should be directed to.
Businesses often focus on well-known KPIs like sales growth, profit, support tickets, customer retention, satisfaction, engagement, and other metrics.
There’s no denying that these are essential goals. However, it’s also crucial to understand that brands need to leverage all marketing and technology channels to access every piece of data that can dramatically impact business development.
Collecting call data can do precisely that. Brands equipped with the right call tracking service and call recording software can identify hidden revenue opportunities and shed light on critical parameters like distribution of calls, call sources, the company’s call capacity, speed of speech, individual sales agents’ performance, and much more.
Ultimately, utilising call recording data enables brands to refine their customer service, enhance customer experience, improve conversion rates, and train new agents.
Schedule a consultation with one of Phonexa’s experts to learn how call recording software within Call Logic or Cloud PBX can power your call center’s operations.