Why Record Inbound Sales Calls?
The question of call recording calls comes up often in the discussion of Call Capture. Many customers first response is that they see no real need to record the inbound calls that arrive from their advertising. After all, the real goal is to see how well the ad worked and to track the NUMBER of responses to that ad. Ultimately, they want a technology to quantify results once and for all so they can cancel that pesky Yellow Pages ad that they think does not have a return on investment, but are not sure.
In fact, most have said that if they could verify how each ad was working, then kill the bad ads, that the money saved would more than match the "cost" of our program. We agree! You should spend a small percentage of your ad budget, say 5%-7%, to confirm that the money is wisely spent and that the advertising is providing a return on investment. We believe you should never trust the advertising salesperson's statistics when you can run an ad, include a tracking number and know exactly how much each ad generated in call volume and actual sales.
Consider though, that the story does not end there. You make and save real money PLUS have a much higher return on investment via sales optimization. These dramatic improvements are realized by recording the calls, analyzing performance, then coaching your sales team to higher closing ratios. Once optimized, a sales organization closes more business from the leads that any advertising program generates. Therefore, it is important to quantify how many leads were generated but it is equally, if not more, important to understand how the leads that were created are actually handled inside your operation. As a business owner or sales manager responsible for the bottom line, you would be amazed at how your sales people and customer service people treat your customers on the phone. Numerous missed sales opportunities, failure to close for an appointment, incorrect information, short responses.
From an operational perspective you can't afford to not record. Your sales people do a stronger job, you can identify recurring mistakes, you can implement strategy and hold the sales team to it, you can record "bad calls" for coaching sessions and use good calls to praise and to help teach the other sales people how to handle frequent objections. It is not uncommon for our customers to save 4-6 deals a week as they launch our program and train the team up.
This process is truly key if you are an advertising or marketing professional that is providing programs designed to drive traffic for your customers. How many times have you heard a customer say that they were not going to do the program again because "it did not work", "we did not get very many calls", "the calls that came in were garbage", "we got calls but we did not close any business". The adage in the industry is "we make the phone ring but the rest is up to you"!
That statement and our call capture system will make you more money. Here is why. Lets say that the ad did only generate 2 calls but those calls were for $250k deals. What if the callers were perfectly suitable prospects but they were miss handled by the sales staff at your customers company? Was it the ad program OR his/her sales staff that is the problem. Maybe the call volume was great but they simply don't perform on the phone.
Enter Call Tracking. As a marketing professional, if you record, you can go back to all of the calls that the ad generated and identify callers that were closed for appointments, callers that failed to be handled properly, callers that left messages to be called back and never were and on and on......For the first time you can do an operational assessment of how the calls that you generated flowed through their system and put the blame for poor performance where it belongs. Sure it could be your ad program but more than likely the phone is ringing. They just need to perform better. Once they do the owner or sales manger makes more sales, you are credited with more business, your program is proven to work and they buy your services year after year. A true win/win!
And for those of you faced with COMPLIANCE ISSUES here is the perfect answer. Call Recording that does not cost an arm and a leg to implement!
SOOOO, as a Business Owner, Marketing Professional, Ad Agency or Sales Manager ~ when you are deciding if you should include call recording in your call tracking strategy~ the answer is a resounding YES!
And so it goes...More ideas later. Peace!
In fact, most have said that if they could verify how each ad was working, then kill the bad ads, that the money saved would more than match the "cost" of our program. We agree! You should spend a small percentage of your ad budget, say 5%-7%, to confirm that the money is wisely spent and that the advertising is providing a return on investment. We believe you should never trust the advertising salesperson's statistics when you can run an ad, include a tracking number and know exactly how much each ad generated in call volume and actual sales.
Consider though, that the story does not end there. You make and save real money PLUS have a much higher return on investment via sales optimization. These dramatic improvements are realized by recording the calls, analyzing performance, then coaching your sales team to higher closing ratios. Once optimized, a sales organization closes more business from the leads that any advertising program generates. Therefore, it is important to quantify how many leads were generated but it is equally, if not more, important to understand how the leads that were created are actually handled inside your operation. As a business owner or sales manager responsible for the bottom line, you would be amazed at how your sales people and customer service people treat your customers on the phone. Numerous missed sales opportunities, failure to close for an appointment, incorrect information, short responses.
From an operational perspective you can't afford to not record. Your sales people do a stronger job, you can identify recurring mistakes, you can implement strategy and hold the sales team to it, you can record "bad calls" for coaching sessions and use good calls to praise and to help teach the other sales people how to handle frequent objections. It is not uncommon for our customers to save 4-6 deals a week as they launch our program and train the team up.
This process is truly key if you are an advertising or marketing professional that is providing programs designed to drive traffic for your customers. How many times have you heard a customer say that they were not going to do the program again because "it did not work", "we did not get very many calls", "the calls that came in were garbage", "we got calls but we did not close any business". The adage in the industry is "we make the phone ring but the rest is up to you"!
That statement and our call capture system will make you more money. Here is why. Lets say that the ad did only generate 2 calls but those calls were for $250k deals. What if the callers were perfectly suitable prospects but they were miss handled by the sales staff at your customers company? Was it the ad program OR his/her sales staff that is the problem. Maybe the call volume was great but they simply don't perform on the phone.
Enter Call Tracking. As a marketing professional, if you record, you can go back to all of the calls that the ad generated and identify callers that were closed for appointments, callers that failed to be handled properly, callers that left messages to be called back and never were and on and on......For the first time you can do an operational assessment of how the calls that you generated flowed through their system and put the blame for poor performance where it belongs. Sure it could be your ad program but more than likely the phone is ringing. They just need to perform better. Once they do the owner or sales manger makes more sales, you are credited with more business, your program is proven to work and they buy your services year after year. A true win/win!
And for those of you faced with COMPLIANCE ISSUES here is the perfect answer. Call Recording that does not cost an arm and a leg to implement!
SOOOO, as a Business Owner, Marketing Professional, Ad Agency or Sales Manager ~ when you are deciding if you should include call recording in your call tracking strategy~ the answer is a resounding YES!
And so it goes...More ideas later. Peace!
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