Are you recording sales calls? If not, you are missing out on valuable insights.
We’ll tell you why in this blog post.
You might track your sales team’s metrics of deals closed, and the number of customers won — but you need to also hear how sales calls go.
That’s why in this blog, we’ll discuss what sales call recording entails and expand on the benefits. We’ll also discuss some pertinent laws that are good to know as you proceed with sales call recording.
Let’s get started!
What Is Sales Call Recording?
Although talking on the phone might be as unpopular as ever these days, you still have to pick up the phone from time to time to talk to a professional party.
When you call a service provider or product seller asking for information, you’ll hear a pre-recorded message that says, “this call may be recorded and monitored for quality assurance purposes.”
In other words, you’re participating in a sales call recording. Your interaction with the sales representative will be captured on the company’s side and can be used and dissected by the company at a later date.
What Are the Benefits of Sales Call Recording?
Recording your sales calls requires your company to invest in recording software, which is indeed an additional expense for small businesses and startups.
Although you might be a little reluctant to spend the money now, you shouldn’t put it off. Those initial fees will pay back dividends for your new company both in the short and long term.
80 businesses were asked why they record sales calls. Here’s the result of the poll:
Let’s check out the benefits of using sales recording software.
Helps You Identify Strengths and Weaknesses Within Your Current Sales Team
Going back to our point from the intro, as a company owner or manager, you can’t possibly be micromanage every member of your sales team all day.
If you did, you’d never get anything else done!
So you rely on what most people in your position do, which are metrics detailing the sales made for the period, the number of open deals, the number of closed deals, and the number of failed deals.
Yet how does your sales team deal with customers? Do they have the knowledge and communication skills for these interactions to go smoothly, or is the reason for so many lost deals because your sales reps are brash or rude?
Recording sales calls will tell you. You can go from one team member after another in your sales team and listen to their protocols when on the phone.
You don’t have to listen to every single minute, just a couple of minutes here and there from various calls.
If there exists any red flags, trust us, you’ll know relatively quickly after sampling a sales rep’s phone calls.
You’re not listening to the sale calls to reprimand or praise your team. Rather, you can take the strong points from the best calls you heard and incorporate more of them into your sales team’s strategy.
If you identify frequent mistakes that most of your sales team is making, then you have to address that as well. It might be time for a training session to reintroduce sales call concepts and techniques.
Makes for Useful Training Materials for New Hires
It’s not solely your current employees who can benefit from sales call recording but new hires as well.
Rather than tell your new sales reps precisely how you want them to handle calls with customers, you can provide real examples along the way.
These examples should make it easier for your new employees to understand what you’re looking for. Your words can sometimes be misconstrued, but verbal call examples are a lot easier to understand.
You’re setting up your sales reps for success right out of the gate.
Here’s how that can make a huge difference.
Rather than allowing them to go through trial and error for weeks or months into their tenure with their company, which affects your bottom line, you’re helping them achieve more sales from the onset.
This will build confidence in your new sales reps, which might make them better at their jobs!
Allows You to Identify Common Customer Problems and Obstacles
When you record sales calls, you’re listening to more than your sales rep’s interactions; you also learn how your customers respond.
If, after listening to 20 or 50 calls or segments of calls, you hear the same issues among different customers, that’s a problem.
You have to examine that problem closely to see where it stems from. Is it something that the sales team isn’t clearly explaining? Did your marketing or advertising fail to paint a clear enough picture of your product or service?
Maybe your website is slow or cluttered, and your landing page just isn’t hitting the mark.
No matter what the issue is, it’s your company’s job to solve it. It might take time before your sales team can improve their sales strategies.
Once you fix the root cause, you’ll see the improvements magnify. You’ll notice more closed deals, retained customers, and boosted sales.
Provides Resolution Dispute Steps
Disputes are naturally going to arise from time to time when handling customers, although hopefully, they are few.
Your sales reps must know how to handle a dispute without further inflaming the situation. That will only more upset, resulting in the complete loss of a potential customer.
If you have an exceptional example of a sales rep handling a dispute, you should definitely hold onto that recording! Use the recording as an example for all your sales team so they too can deal with disputes with aplomb.
Sales Call Recording Laws to Know
Did you know that across the United States, the call recording laws are different? A state might have either single-party or multi-party consent laws. Let’s dive right in.
Single-Party Consent States
As the name implies, single-party consent laws mean that only one party has to consent to the recording. That said, both parties should be well aware that the recording is taking place.
The following states use single-party consent laws:
- West Virginia
- South Dakota
- South Carolina
- Rhode Island
- North Dakota
- North Carolina
- New York
- New Mexico
- New Jersey
- Washington, D.C.
Multi-Party Consent States
The opposite is multi-party consent. If your small business is in a state with multi-party consent laws, then you must get the permission of the customer and the sales rep before you can record.
These states are multi-party consent states:
- New Hampshire
As you can see, far more states have single-party consent laws than multi-party consent laws.
Sales call recording software can help your small business identify holes in your sales approach and improve customer satisfaction. We hope this post inspires you to begin recording your sales calls!
Quick question: which sales call recording software are you using?
While there are dozens of sales call recording software, there are numerous benefits to choosing a CRM software with in-CRM telephony. With a CRM software, you get 360-degree view of your customers.
EngageBay is an all-in-one marketing, sales, and customer support software with in CRM telephony. Designed specifically for SMBs, EngageBay offers a suite of pro-level tools for just $99 a month.
How cool is that?
Here’s an awesome testimonial from Lauraine M, a small business owner: