You can track new sales inquiries by using call analytics and recording. These methods provide insights into specific numbers, DDIs, call distribution groups, and call monitoring. Adding call analytics statistics to a Customer Journey Maps (CJM) is incredibly valuable. Listening to call recordings gives instant feedback and qualitative research, helping you assess the clarity of marketing messages and how calls are handled. It also identifies stumbling blocks that hinder prospects from converting to customers.

Importance of Call Recording and Data Analytics

According to online marketing resources, 63% of inquiries do not purchase for three months, while 20% take over 12 months to purchase. Tracking and monitoring conversations are vital in understanding the complete customer experience and reducing purchase cycles.

But the value of call analytics doesn’t end there. It plays a significant role in the post-sales stages of the CJM, such as installation, training, support, upgrading/downgrading, and exit. Call analytics and recording greatly contribute to customer satisfaction and retention.

Benefits of Call Recording and Customer Experience Analysis

#1 Sentiment Analytics

Contact center supervisors can track customer sentiment by utilizing call recording software and gain insights into how customers feel during interactions. Agents’ performances can be evaluated through sentiment analysis, which analyzes their conversations with each customer. Advanced speech technology interprets speech patterns, tone changes, and pitch variations to identify negative and positive interactions.

#2 Improve Customer Service

You can save a significant amount of time by using an automatic call recorder in your call center. This tool allows you to assess the performance of your sales or support agents by listening to recorded phone calls. It ensures high-quality customer interactions and enables you to identify and address any potential issues before they escalate. When agents are aware that their calls are being reviewed, they tend to deliver their best performance without knowing which calls are being monitored.

If you are looking for a tool for recording calls, then you can find it in the form of a mobile application. With the iPhone call recorder app, you can record incoming and outgoing calls in high quality. If you use the best phone call recording app for iPhone, you are not tied to a specific location and can freely share call recordings. One of the most balanced solutions is the iCall call recorder; it combines ease of use and functionality. Can act as an iPhone phone recorder, the quality of the recordings allows you to connect speech analytics, there are security features, and a free trial period.

#3 Trend identification

You can use call recording software to identify trends among your customers. For instance, if customers frequently call with the same specific question or request, call recording software can reveal their exact needs. Solutions detect trends and generate insightful reports. With this knowledge, you can efficiently meet customer needs by providing what they ask for.

#4 Training and Coaching

You can utilize call recording software to identify exemplary calls for new employees by team supervisors. It allows you to capture screen recordings from experienced agents, showcasing standard workflows within call center platforms. Additionally, you can employ sentiment-focused analytics to pinpoint struggling agents. Coaching sessions between supervisors and agents become more efficient as a result.

#5 Identify the Sales Process Challenges

Reps can gain insights into their problem areas in the sales processes and interactions that can negatively impact the business by recording calls. For example, by reviewing call recordings, reps can understand why a deal may not have gone through and determine if communication was the problem. Call recording serves as the primary clue in the investigation process to enhance customer service.

#6 Overcoming Potential Obstacles

Analyzing call recordings can help you avoid or address future obstacles and complaints, enabling you to proactively find solutions. By doing so, you can prevent these issues from arising altogether. Additionally, call recordings serve as valuable evidence against false complaints and serve as a protective tool.

A Practical Example

Imagine you are operating a call center, specifically running a contact center as a service (CcaaS). It is crucial to leverage data from multiple platforms in order to optimize CcaaS. Integration and analysis of customer interaction data across various channels help identify and implement necessary service improvements, resulting in increased customer satisfaction and enhanced employee performance.

Monitor analytics to track customer satisfaction ratings easily using technologies like cloud PBX systems, which come with an array of tools. These tools include call recording, status reports, and integration with customer relationship management (CRM) systems, enabling you to build a comprehensive picture of customer interactions. Utilizing this information allows you to make informed decisions such as adding frequently asked questions (FAQs) that are identified through call analysis. Leveraging data helps identify and rectify problems that may otherwise go unnoticed.

Conclusion

Online inquiries are quite popular regardless of how you first made contact. However, those who truly want to enhance their understanding generally prefer a phone conversation. Regardless of the conversion ratio achieved, when you’re ready to move forward in the sales process and engage further, the telephone remains the preferred method of communication to discuss details, request demos, quotes, proposals, or make purchases. However, you don’t have to focus on just one thing.

Phone calls allow you to get to know your client better, which means providing a faster way to achieve his goals online. The better you know your customers’ desires and pain points, the more accurately you can predict their needs and satisfy them as quickly as possible. This means that call recording is a valuable tool for generating CJM if you want your map to be data-driven.