Gaining Business Insights Through Call Monitoring
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Gaining Business Insights Through Call Monitoring

January 29, 2014 by Morgan Pulitzer

What is the best way to know something for sure? To experience it yourself. To see or hear something makes it real for you and cuts to the truth. Using call monitoring of your employees can bring business insights that you might not otherwise have.

Controlling Customer Experience

When customers call in with a question or looking for service of some kind, you expect that the customers will be treated with compassion and understanding. You want your employees to provide them with the best possible service. The way to know if this is really happening is to listen to the kind of exchanges that are happening on a day to day basis.

Listening to exchanges between employees and customers should be done without their knowledge so as to obtain the most accurate picture of what typically happens in a phone call exchange.

Why You Should Care

You have to care about the experience your customer’s are receiving from your business for the very fact that those customers are what keeps your business around in the first place. Coursepark.com says this about retaining customers,

People will continue to do business with you if they’re treated fairly and with respect. Rude and inconsiderate people will drive people away faster than anything else.

You must avoid having any of your employees behaving rudely towards customers in order to avoid losing those customers.

Getting Rid Of Poor Performing Employees

Listening into phone call conversations between your employees and customers provides you with the final benefit of weeding out poor performing employees. If you find that someone is being rude to your customers, then perhaps it is time for them to find a new job. You do not want to keep them around for your business because they are simply not meeting the objectives that they are supposed to in order to be a valuable member of your business.

Contact us about other reasons you should consider using call monitoring.

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