Think all phone conversations are created equal? Think again. Only three weeks after joining the Blue Corona team I now know more than I ever thought possible about the make-up of a phone call. Ever called in to a business and hear that prompt message that 90% of us undoubtedly don’t pay attention to? You know,
“This call may be recorded for quality assurance.”
It’s vital—more so than I imagined. Allow me to walk you through the importance and immense quantity of insights offered with call intelligence reporting and you’ll see how:
Call intelligence reporting is essential for truly tracked marketing success
Smart Selling is the peanut butter to this peanut butter and jelly (call intelligence reporting) sandwich.
What is Call Intelligence Reporting and Why Does it Matter to Me?
You may be asking yourself,
“What is call intelligence reporting and why does it matter to me?”
Call intelligence reporting takes call tracking a step further by identifying how customers find businesses, which marketing strategies are producing the largest volume of calls, which calls are leads and why leads aren’t closing into booked appointments. A few examples include:
To connect all of that call reporting verbiage back into how I found out how important these services are, I’m going to refer back to a question from Zappos CEO Tony Hsieh, which is,
“What emotions do customers feel?”
Think to a time when you either had a wonderful customer service experience or an experience that was quite tragic. Did the way you feel affect the outcome of whether you did or didn’t book an appointment? Most likely so. As a business it’s imperative to understand how your customers feel during and after a phone call with a customer service representative. The ultimate value is whether or not they choose your business for their needs.
Enter Smart Selling
Now insert Smart Selling. Smart Selling offers a tailored approach to helping your business book appointments more effectively in order to grow as a whole. Smart Selling offers a detailed curriculum and coaching plan to help your CSR’s handle those causes so that they can become booked instead of non-booked appointments. This is accomplished through CSR team tracking, personalized strategies, and bi-weekly coaching.
When I said the recording for quality assurance is vital, I wasn’t kidding. This fine mashup of our peanut butter (Smart Selling) and jelly (call intelligence reporting) sandwich (can you tell it’s my favorite?), can provide your business with the personalized strategy to get more out of the time, effort, and money your business spends to obtain a new customer.
Want to find out more about Smart Selling? Give us a call or visit our Smart Selling page!
About The Author: Katie is an Account Coordinator for our Smart Selling division. Outside of helping CSR's improve their customer service on the phone, she likes to ski, ride her dirt bike, and enjoy the outdoors.
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