How-To: Use call recording like a boss

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Call Recording is not the most glamorous service we offer at TTNC. That said, I feel it’s a feature that has a wide range of uses. Call Recording is not only for large call centres or businesses that are legally obliged to use it. In this article, I’ll discuss my favourite uses and you can learn how to harness the powers of Call Recording.

Competitions: record reactions

Use Call Recording to capture customer’s reactions to winning a competition prize. You could do this on a regular basis and build a collection for viral videos. This would also act as proof that your competitions are genuine.

Record customer feedback: record feedback from scripted questions

Call Recording is a great way to gather customer feedback. Having to transcribe the feedback may seem laborious, but the insight gained will prove invaluable. To get the most out of your feedback, your questions have to be well thought out.

New product ideas: Your customers know best

Ask your customers about what products or services they'd like to see from your company. This could open the door to a wealth of new products or services that you know customers actually want. So listen to your customers and give them what they want; not what you think they want. Using Call Recording this way will allow you to learn how to make your product or service better.

Smart Hack

  • Set clear objectives - Do not at any point ask leading questions. If your MD tries to muscle in on your survey just say no. Managing Directors have a habit of wanting to hear how great their company. If given the chance they will fill your survey with leading questions. Which goes against what you are trying to achieve with your survey.
  • No lengthy questions - Questions should focus on recent changes or updates to your product line or website. Time is precious, so try to ask no more than 3 questions. Your customers will not take too kindly to long and annoying surveys.

Did you know: 89% of consumers began doing business with a competitor following a poor customer experience. (Source: Harris Interactive)

Competitor research: Find out what your competitors are up to 

Are your competitors bad mouthing your company or using underhand tactics? How does your competition manage to offer more competitive pricing than you? Call Recording can help you get the answer to the questions you need. To do this, you’ll need to create a set of questions that you feel will benefit your company. These questions can focus on analysing sales processes, customer service and much more. Remember to have a list of questions you want to ask ready before you make that mystery shopper call.

Sample Questions

  • What is your refund policy?
  • Why should I pick you over company XYZ?
  • Do you price match?
  • How does your product/service work?

Benefits of this type of competitor research

  • Improves customer retention
  • Increases customer satisfaction
  • Increases cross-selling and up-selling

Spy: spy on your team like a boss 

Are they sticking to the script or guidelines? Do they sound professional? Are they mentioning your key features or USPs? Spying on your team is legal, just remember to make sure team members are aware that you record their calls. By recording your incoming and outgoing calls, you are safeguarding your company. Research has shown that people are less likely to lie over the phone if they know you record calls. We'd love to hear of any innovative, quirky or unique ways in which you use Call Recording. Inbound Call Recording is available for new and existing customers as an individual Bolt On, or as part of the Everything Package.

Links to set up guides

Getting started with Outbound Call RecordingGetting started with Inbound Call Recording