Recording phone conversations can give you access to valuable information about the state of your sales and service organizations. But without a well-developed action plan, extracting all that great data efficiently can seem like a daunting task. It’s time to take advantage of the insights your call recordings may be hiding from you. Here are just a few ways you can start analyzing your phone calls for improved customer experiences. Make call recordings part of your process. How do you improve at anything? You inspect and make tweaks. By making call recording and call scoring a cornerstone of your agent training and feedback processes, you’ll be able to improve your service quality and customer satisfaction easily. The best way to go about these improvements are by providing concrete data from your recorded phone conversations. Decide when you’ll take the time to score and analyze your call recordings, whether that will be daily or weekly; next, develop an action plan of what criteria you’ll use to score your calls, so you can identify trends and track progress. Once you’ve established these key benchmarks, it’s time to start listening. Narrow down what calls to listen to. Listening to every single call recording can be a timesuck. Think instead of how your organization defines quality calls and conversions, and refine your process to hone in on call recordings that matter. Filter Calls by Duration. The quickest way to cut down on the amount of calls you listen to? Cut out call lengths shorter…
Read More: How to Analyze Call Recordings
