What’s really going on between your callers and your employees?
Call monitoring (or call evaluation), is insight into how your business performs when it comes to phone lead conversions. With call monitoring, you’ll be able to earn more business and grow your revenue.
If you don’t know how your phone leads are converting into sales or why solid leads are hanging up without becoming customers, you’ll be stuck in the status quo forever. You won’t have insight into how well your company is meeting—and exceeding—customer expectations, and you won’t know what changes you need to make in order to make customers comfortable with purchasing from you.
Third party call monitoring gives you an unbiased view into every call. You will see if a phone lead converted to a sale, or if it was a solid lead that was blown, without any bias toward employees or customers. Most importantly, you will see why.
Unlike other companies, our Callsurance monitoring service alerts you in near-real time when a potential buyer hangs up without a purchase, so you can quickly react to any issues you see. This allows management to be kept informed up-to-the-minute with opportunities to save sales. Custom alerts can be configured, so you always know what's going on. Whether one of your phone representatives was having a bad day or the client simply thought your pricing was off, you'll get notified and have a chance to fix it.
You get what you pay for when you invest in call monitoring. Callcap was founded on the idea that paying attention to what happens on your customer phone calls is the key to unlocking your business’s full potential. Our focus on the customer is what makes Callcap stand out from other companies who claim to do call tracking or call monitoring.
Your business lives and dies by your customers’ experiences. If your messaging doesn’t match your experience, if your employees don’t treat every customer as important, and if the cost of doing business with you exceeds the value perceived by customers then you lose money. Worse than that you can damage your reputation and prevent future customers from even calling. Our Callsurance call monitoring service will warn you when customer experiences are falling through the cracks and will highlight when things go great. Here’s how:
Call tracking shows you how many people respond to your marketing pieces. Call monitoring will show you which marketing pieces bring in the best responses - the people who make a purchase.
At a glance, you’ll be able to answer many questions:
“Do we get more bookings from the phone book or from Angie’s List?”
See which sources produce the most customers.
“Do more people buy from the 50% off coupon ad or from the buy-one-get-one ad?”
Determine which types of marketing campaigns and promotions work best.
“Should we use ad layout A or B? Does the new website design produce more purchases?”
Run A/B testing and multivariate testing. Anything that you can test, we can show you the results.
Beyond saving calls and helping you win more business, call monitoring is an essential part of your sales toolkit.
When something goes wrong, how long does it take for your customer to hang up and call one of your competitors? It doesn’t take long at all, and with every minute that goes by it’s more likely that customer is lost for good. That’s why it’s critical to respond as fast as possible.
Our real-time Callsurance service stands out among call monitoring and evaluation products by empowering you to respond to customers in real-time. As soon as a customer hangs up the phone, we begin reviewing and classifying the missed opportunity. Immediately after our trained Analyst finishes reviewing the call, you’re alerted so that you can call back, address the customer’s issue, and get a second chance to win back your customer. On average, calls are reviewed within 12 minutes of the call ending and many of those have less than a 5 minute delay. That’s speed that no other call tracking company can match and it’s the only way to stop customers from moving on to one of your competitors.
Answer specific questions about each of your calls, so you can learn more about your customers, their reasons for calling, and how they are being treated by your employees. Scorecards are fully customizable, so you get only the information that matters to your business.
Our Callsurance Analysts can listen for your own Catalog of items mentioned on calls. We can listen for part numbers, product codes, service categories, and more. Each item will be associated with a custom status such as Ordered, Backordered, Canceled, Returned, and Out-of-stock. Without any extra work on your part, you’ll be able to see what items are discussed on phone calls, which items are most in demand, and what items are out-of-stock or running low.
How often have you heard an employee say, “It’s not my fault!” when something goes wrong? What if you had an unbiased witness that could show you where the breakdown occurred?
With Enterprise Callsurance we evaluate each phone call from two perspectives:
Enterprise Callsurance lets you assign the business outcome of each call to a department in your company, so you can separate how well your individual customer service representatives are performing from the business outcomes of the calls. This gives you department-by-department visibility and encourages employees to hold themselves accountable.
Call Monitoring highlights your customer experiences and alerts you when they go bad. Taking your company to the next level involves a commitment to fixing those problems and saving those customers with our Customer Recovery solutions.
Then, connect with your customers by making their voice heard in Surveys, presenting useful offers, and sending important service reminders using our Customer Contact systems.