What facts do most businesses wish that they had? The simple answer to this question is that they want facts that relate to their customers. The more that they know about their customers, the better the business is able to operate. Business intelligence can be just about any piece of data that one can obtain relating to the business.
Phone Calls Promote Customer-Employee Interactions
The phone calls that come into a business contain very important information within them. What do these calls tell us? How the conversations between employees and customers go. This matters for obvious reasons. All business owners want to know that the calls that are being conducted by their employees are being done in such a manner that they would approve of. The only way to know for sure is to listen in on those calls.
Setting The Right Tone
Every customer ought to be able to leave a phone conversation with your employees feeling that they have had their questions answered and their concerns addressed. They also should feel that they were dealt with in a professional manner. When a customer walks away from the transaction feeling like this, they are likely to call again and to continue to do business with your company. Anything short of this and you are not likely to see results that you will be happy with.
Tracking The Results
By listening to phone conversations, an employer can track the performance of individual employees as well as check out what kind of things are having an impact on the conversations that are being had with customers. Really getting to the bottom line of things like this allows a business to move forward and change policies as needed.
Contact us to learn more about what intelligence can be gathered and why it matters.