What to listen for in a call recording

Apr 13, 2015 10:20:02 AM

call recordings communication customer service Telemarketing

Call recordings are used by companies for many different reasons. The main two being for training/monitoring and legal reason. Call recordings ultimately show the communication between two individuals over the phone and they’re a valuable resource to own.

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As marketers, we often apply more focus on the numbers and ensuring targets are met. Whilst this is a priority within any business looking to grow their client base, too much focus on the volume can often lead to a high volume, low quality scenario. Whether it is a new business opportunity or an existing client, call recordings are an effective method of ensuring quality is maintained whilst pushing for those targets.

Monitoring call recordings can be time consuming, but can also be very effective to give your employees or perhaps yourself feedback and ultimately that will help continually improve performance and results. Below are some key takeaways that as a telemarketing agency we believe should be looking for when listening to a call recording.

Hopefully the points above can help you improve the efficiency with your employee’s calls and at the end of day we all need feedback to improve. If you would like some further advice on how you can improve calls and increase your lead volume, then enquire today and one of our team will be sure to give you some further advice.

Professionalism – Think about the environment in which the call is taking place, professional can be hard to define, but we have all dealt with unprofessional callers and that we can all recognise!

  • Background noise – Was there more background noise than call?
  • Swearing – Not acceptable and those around the dialler may do so without realising the effect it has on the call.
  • Can you hear more ambient noise than phone call?

Tone of Voice – Ensure the voice is approachable and friendly; no one likes a monotonous voice!

  • Enthusiastic – Enthusiasm is always infectious (in a good way).
  • Excited – If the dialler was excited the prospect will be too.

Clarity of speech – It’s important to speak with authority and have an impact, and most importantly make sure people understand you.

  • Mumbling – The dialler should never mumble or slur their words.
  • Pace of speech – was the call easy to follow and felt natural or was it rushed?
  • Heavy accents – This can be harder to manage but heavy accents can affect the success of the call.

Product Knowledge – Listen for correct product or service knowledge, with regards to pricing and offerings.

  • Did they sounds Authoritive
  • Correct Terminology

Objection handling – How did they handle the obstacles put in their path?

  • Did they just plain lie!! It happens all too often…
  • Were they able to offer intelligent counterpoints that dealt with the prospects concerns?

Customer Requirements – drill down into the fine details of the call and ensure the specifications are correct and properly qualified.

  • Without correct qualification of the prospect you have no quality.

USP – USP delivered and to pre-agreed minimum information standards i.e. if you are offering 50% off for this week only was that made clear!

Monotonous – If you can hear monotonous perhaps introduce breaks to ensure there is a consistency to your calls.

Customer service – being helpful is key on a call recording and remembering the customer needs, customer service has to be at its best.  1st impressions are lasting impressions.

Communication – Did the dialler communicate efficiently with the prospect or did they speak over the top of the prospect and potentially miss vital information? Communication is vital to ensure you don’t miss an opportunity to make a close!

Consistency – Being consistent with your calls makes sure your employees are consistent with the quality of their calls – tone of voice is a good judge on this.

Scoring Systems – Setting up scoring or a point system that’s suitable to your company helps judge the quality behind a call and gives you a guideline to essentially pass or fail a call. Scoring systems are very helpful if you’re listening to a high volume of call recordings.

Did they try to close the prospect? – Without an attempt to close the prospect into an appointment or sale (as appropriate) then the call was a waste of time no matter how good all other aspects were.

  • On the flipside did they try to pursue a prospect that wasn’t an opportunity for too long?

Hopefully the points above can help you improve the efficiency with your employee’s calls and at the end of day we all need feedback to improve. If you would like some further advice on how you can improve calls and increase your lead volume, then enquire today and one of our team will be sure to give you some further advice.

Hopefully the points above can help you improve the efficiency with your employee’s calls and at the end of day we all need feedback to improve. If you would like some further advice on how you can improve calls and increase your lead volume, then enquire today and one of our team will be sure to give you some further advice.

Contact us to see how we can help your business

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