The growth of the Internet and e-commerce over the last 10 years has transformed the retail industry, including mail order and catalog businesses. Location is no longer important, but communication with the customer remains critical — in fact, customer service tools are of paramount importance in order for a business to maintain success and growth.
Since mail order and catalog transactions can now be completed over the phone or online rather than face-to-face at a local store, the competition is just a mouse click away.
CallFinder speech analytics and contact center monitoring software helps mail order and catalog businesses monitor call quality to improve call handling procedures. Through simple call quality monitoring, you can track customer service and sales agent performance for workforce improvements, customer service analysis and to identify professional sales training needs. With CallFinder speech analytics, your mail-order business can search call recordings to gather critical business intelligence related to your marketing programs, and even capture competitor contact center technology trends in the market to reveal how they might be promoting themselves and their products.
There are many practical applications of CallFinder call center monitoring software for mail order and catalog retailers including:
- Monitoring of script compliance by sales and service representatives.
- Training development for the sales and service teams, and other customer-facing workforce.
- Measuring the rate of escalated calls needing supervisory assistance.
- Tracking the source of incoming calls and tying them to promotions, direct mail campaigns, and all other marketing initiatives.
- Tracking customer inquires by product and pricing.
- Monitoring the rates of collateral requests and removals.
- Monitoring customer conversations for mentions of competitors within the marketplace.
By using CallFinder for incoming call recording and contact center monitoring, you can quickly search call recordings for keywords and phrases relevant to your business needs. Then, you can analyze customer conversations to glean business insights that will help you generate more business, retain customers, work more effectively and gather critical business intelligence for call center optimization.
Monitoring Script Compliance, Escalated Calls and Customer Inquiries
While it’s important to keep an eye on many of the metrics our retail call monitoring system can produce, some KPIs are often more meaningful to many e-commerce retailers than others. Three performance measures that many online businesses watch closely are script compliance, their number of escalated calls and customer inquiries.
When customers contact your business, they expect a certain kind of experience, especially if they’ve reached out to your contact center in the past. This makes it necessary for your contact center agents to follow a script so every customer will receive a similar experience each time they call your company. Obviously, you prepared your script with the intention of it yielding the best experience for your customers, so there’s rarely any reason for your representatives to go “off script.”
You can see how often your agents deviate from your script using CallFinder retail call monitoring software. You can create custom searches for keywords and phrases and categorize the calls your contact center receives based on each selected word or phrase or the agents who handled the calls. You can then review the recorded calls using our retailer call monitoring system and identify the agents who may need additional training to help them remain in compliance with your script.
When retailers use a call monitoring system, they’re often interested in their rate of escalated calls. Some retail call monitoring systems track this vital metric, including ours. Keeping track of your escalated calls is important because the more a consumer has to contact your business to resolve an issue, the more likely it is the person will spend their hard-earned dollars somewhere else the next time they shop.
When an issue is resolved during the first call, only two percent of consumers plan to switch retailers. When more than one call was required to handle the problem, five percent of customers expressed their intention to find another retailer. When the issue was left unresolved, 23 percent of consumers said they planned to shop elsewhere in the future. These statistics underscore how important it is for your retail call monitoring system to track your rate of escalated calls.
In addition to tracking your escalated calls, our retail call monitoring services enable you to track your customer inquiries. This is important because it can identify opportunities for you to provide better product usage instructions or descriptions for your goods. It can also help you determine the goods and services that are generating the most interest among consumers.
Our retail call monitoring solutions can provide many benefits for your online business, including the ability to report the key performance indicators that can help your business thrive. Please contact a CallFinder Specialist at 1-800-639-1700 today to learn more about our affordable contact center monitoring software and schedule an online demonstration of our SMB call recording and speech analytics solutions.