Recording phone conversations can give you access to valuable information about the state of your sales and service organizations. But without a well-developed action plan, extracting all that great data efficiently can seem like a daunting task.
It’s time to take advantage of the insights your call recordings may be hiding from you. Here are just a few ways you can start analyzing your phone calls for improved customer experiences.
Make call recordings part of your process.
How do you improve at anything? You inspect and make tweaks. By making call recording and call scoring a cornerstone of your agent training and feedback processes, you’ll be able to improve your service quality and customer satisfaction easily.
The best way to go about these improvements are by providing concrete data from your recorded phone conversations. Decide when you’ll take the time to score and analyze your call recordings, whether that will be daily or weekly; next, develop an action plan of what criteria you’ll use to score your calls, so you can identify trends and track progress.
Once you’ve established these key benchmarks, it’s time to start listening.
Narrow down what calls to listen to.
Listening to every single call recording can be a timesuck. Think instead of how your organization defines quality calls and conversions, and refine your process to hone in on call recordings that matter.
- Filter Calls by Duration. The quickest way to cut down on the amount of calls you listen to? Cut out call lengths shorter than a certain timeframe. Say for example you are utilizing a menu step that takes 30 seconds; filter your dashboard to only show call recordings longer than 30 seconds to narrow in on meaningful conversations.
- Utilize call tags. Perhaps you’re only interested in scoring phone conversations associated with sales calls. Take advantage of auto-tagging via CallRail’s Call Flow Builder or Keypad Scoring to find the phone conversations you need to prioritize.
- Sort calls by Agent. A great process for analyzing call recordings is to do so at the agent level. This helps you identify a specific agent’s strengths and weaknesses to build into your feedback process. Call recordings paired with call scoring at the agent level can help you evaluate agent performance and identify specific coaching opportunities.
Consider Conversation Analytics
Sometimes automating the call recording analysis process provides more meaningful data to make more informed decisions. With Conversation Analytics, call recordings and transcriptions are instantly analyzed; calls report back to the CallRail dashboard automatically classified, saving you the legwork of scoring every phone call.
Conversation Analytics will allow you to quickly review converted call recordings to see what messaging works, and what doesn’t.
Use Call Scores to Analyze and Improve
Once you’ve created your analysis process and started scoring your recorded phone conversations, it’s time to use that insightful data. Maybe a particular agent’s phone calls for a specific product always score low – but why? Take the time to identify the trends in your call recordings, and see how you can apply changes back to your business.
Too many organizations utilizing call tracking aren’t taking the time to get the most out of their recorded phone conversations. Call recordings offer a useful look into where your phone calls can improve, so start taking advantage of that meaningful intel.
Ready to start recording your phone calls for customer service optimization? Learn more on our website about call recordings and Conversation Analytics, or contact our sales team to start scoring calls today.