86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations. Source: Customer Experience – Is it the Chicken or the Egg, Forbes (2013). This is not surprising considering we have all run into instances of poor customer service, whether it be with our mobile provider, our cable company or even our local landscaping firm. The point here is that customer service drives business success today and without it you run the serious risk of turning away paying customers.
The premise of hosted PBX is simple
Consider this, according to Branding Strategy Insider (2013), it takes 12 positive service incidents to make up for a single negative one. This is troubling news if you do not have a handle on your customer service operations and capabilities. So what can you do?
Regardless of whether or not you are a large or small organization, you can easily and quite affordably install call recording software in your environment (in mere minutes) and start recording customer calls that same day. You can review calls to understand how well your staff is servicing clients, how satisfied customers seem and if your employees are adhering to your standard operating procedures. Call recording (bundled with agent screen recording) can do all of this. With such a recording, you can literally replay the interaction as it happened between your staff member and a customer. You will hear both voices and also see the employee’s desktop screen activity. If he/she is having trouble navigating to a product support page, for example, or is actually sitting there playing Solitaire while on a call, you will know it. With this insight in hand, you can work to quickly make any and all necessary changes.
The new capabilities call/screen recording technology brings to your organization will drive real, significant and timely improvements in your customer service operation. All of the Fortune 500 use call/screen recording software and so do countless small to medium-sized businesses. This software can also help your bottom line. According to Leading on the Edge of Chaos by Murphy and Murphy (2013), Reducing your customer defection rate by 5% can increase your profitability by 25 to 125%. The reasons for this are many. With better customer service comes higher customer satisfaction. Better trained customer service staff also leads to more closed sales opportunities and more retained customers. Furthermore, with call recording technology you will hear the actual voice of the customer and can learn things like what your competition is doing, what issues your products are having, and so much more. With this direct customer insight, you can make necessary improvements to your business to attract even more would-be customers.
Call recording solutions come in a few different flavors:
- 1. Premise-based call recording – you pay tens of thousands of dollars for a dedicated call logger (server) and house the recordings onsite. This is costly and requires a lot of resources to maintain and operate.
- 2. Software-based call recording – you run open call recording software on a standard server and manage the system yourself. This is far more affordable than using a dedicated logger but it still can require ongoing maintenance
- 3. Hosted call recording – you receive call recording capabilities from your VoIP provider and they maintain the software and house the recordings. You simply access everything from the web. The costs are lower and you don’t have to worry about any maintenance or troubleshooting as the vendor handles everything for you.
For more information on call recording software and how to select the best product for your needs, please download the ebook titled “How to Select Call Recording & Quality Monitoring Software”.
To get call recording for your company, please call Digitcom at: 866.667.8357, to learn more about OrecX, please visit www.orecx.com