Call Intelligence Reporting
Use Call Monitoring and Lead Tracking to Optimize Your Marketing Investments and Improve Your Customer Service Team
As a business owner, you want to know that each investment you make is providing you with a return that is worth the time, effort, and money you put in. How do you currently keep track of that information, and how are you acting on it? Have you ever thought of your customer service representatives (CSRs) as investments?
Call Intelligence Reporting is the ideal solution for companies that want to learn how they can improve the performance of their call handling team. If you want to convert more phone calls into sales or booked appointments and gain new insights into your customer service team’s performance, Call Intelligence Reporting will deliver.
With Call Intelligence Reporting, you’ll learn the answers to these questions, and so many more:
- Which of my ads generate calls? How many calls does each one produce?
- What kind of calls are my ads bringing in? Are they leads? Do certain ads only generate price shoppers?
- Are my leads closing? Why aren’t they closing? Do my CSRs fail to capture the lead information right away? Do they need more training on my products and services?
- Which of my CSRs closes the most leads? What are they doing differently than my other CSRs?
- Are there consistent problems in the sales process? How many calls are going to voicemail during open hours?
- What obstacles do my CSRs face? How can they improve?
- What are my best sell points? What sets my company apart?
Knowing the answer to all of these questions will empower you with the tools necessary to optimize both your marketing efforts and your customer service team.
Common CSR Errors
While our team will provide you with plenty of actionable insight that is specific to your company and team, we want you to know that we understand the sales process for many different industries and have a rich background in analytics that we will use to your advantage. Because our team has already listened to and analyzed more than 1.5 million calls, we have picked up on plenty of common CSR errors to watch out for, including:
Letting the customer dictate the call – While it’s important to listen to a caller, it’s also necessary for your CSR to assure him or her that your company can resolve his or her issue.
Providing false information – Astonishingly, plenty of CSRs tell a caller that their company doesn’t offer a certain service or serve a certain area when it’s not actually the case!
Excessive hold times – Calls are often dropped after being on hold for longer than a minute or two.
Not booking the appointment on the first call – To convert more calls into sales, it’s important to try and book the appointment on the first call. You can increase your chance of doing this by creating a sense of urgency; try offering an incentive to book now as opposed to later, like waiving the trip fee or offering a free estimate. This is an effective tactic for converting price shoppers into actual customers.
Rude or unprofessional demeanors – Your CSRs are the first and potentially last impression someone will have of your company. Their tone of voice and opening line is crucial. They should introduce themselves, the company, and ask how they can help in a polite, friendly tone that implies they are eager to be of assistance.
As a hardworking business owner, you can’t monitor everyone’s performance at all times. With Call Intelligence Reporting, you can gain special insight into your customers’ experience when calling your company. This new perspective on your customer’s needs will allow you to make the internal changes necessary to capture future leads.
How Is Call Intelligence Reporting Different from Call Tracking?
Call Intelligence Reporting goes beyond call tracking, giving you far more information. Our team not only tracks your calls, but we will listen to each call and analyze them on an individual and aggregate level, as well, to give you important insights into your marketing efforts and your call handling team’s performance. Doing this will allow us to provide you with actionable recommendations to convert more phone calls into sales or booked appointments.
Call Intelligence Reports
When you sign up for Call Intelligence Reporting, you will be provided with easy-to-read reports with highlighted takeaways that allow you to regularly audit your call handling team, make improvements to their performance, and optimize your marketing strategies.
Are you ready to identify your CSRs’ strengths and weaknesses, eliminate ineffective marketing, and convert more leads into sales and booked appointments? Contact us to find out how we can enhance your sales call experience!
Contact Smart Selling
“The Smart Selling program has been worthwhile for our company. We’ve noticed a difference in the types of conversations our customer service representatives are having with potential customers and…”-Jack Lehr Heating, Cooling & Electric