10 good business reasons for call recording
TRANSCRIPT
“You said £79 included the
VAT!”
“You promised FREE
delivery”
“I ordered the BLUE not
RED”
“You said the policy included…”
1. Resolving price disputes often costs the supplier, how much is this costing your business?
“You entered the
wrong address!”
“I called and
cancelled last week”
“You agreed this
date”
“I didn’t agree to order that”
2. When you receive instructions what would it cost your company if the information was incorrect?
“You gave me the
wrong advice, I’m
going legal!”
“That nuisance
callers back again..”
3. Call recording provides advice lines with protection, quality assurance and call scoring.
Credit Card Fraud loss in the UK
was £169,000,000 in 2011
Our call recorders meet PCI DSS
Guidelines.
4. Protect your business against fraud, bad debts and legal costs with Call Recording..
Telephone Operator: “I
was just threatened by
that caller”
Supervisor: “What did he
say exactly?”
Police: “He says, he
never sad that..”
5. Take action against bullies. Protect your staff and know for sure what was said.
“I never said that”
“I do not recall that conversation”
“I asked you to, why have you not
done it?”
6. Most of the time disputes are dealt with in half the time when a call recording is presented.
Good Calls, Bad Calls
Call Script
Objection Handling
Opening and Closing
Getting through the Gatekeeper
7. How's your training material? Train your staff with real life examples.
“Is the new guy as good
as he said he was?”
“Average Talk Time is
longer than anyone
else's, any ideas why?”
“No sales in 4 weeks,
what's going on?
8. Live listen and playback telephone calls.
Evaluate your new recruits.