Top 10 Business Benefits of Call Recordings for Your Real Estate Business
Call recording is the easiest way to monitor your business so you can understand what pleases your clients, and how to best satisfy their needs. What’s more, call recording provides you with a wealth of invaluable information which relates to your customers. Without call recordings, it is nearly impossible to access clients' satisfaction in the real estate business correctly.
That’s why today we’re exploring the top 10 benefits of call recordings for the real estate industry so you can start implementing them today and seeing the results soon after.
Let’s dive in.
Record call details
When speaking to clients, it's essential to listen actively. You might not be able to take notes because you're trying to pay full attention to the call. However, despite how well you listen, there will always be minor, but vital details either lost or forgotten in the call course.
The reason can be because the customer is inaudible, incoherent, he/she is in a noisy environment, speaking too fast or speaking in a heavy accent. If you have time, you may ask them to make clarifications on the details you missed. Asking for clarity might work in a situation where the client is friendly and agrees to repeat him/herself; other times, you may not be fortunate. Having a record of the call saves you the stress of asking and embarrassment, and you can play it back several times to your heart's content.
Recapture missed details
When handling a large number of calls in a day and dealing with multiple tasks, it is expected that some details might get left out.
The discipline to go back and listen to a particular client's saved calls is very useful if a circumstance arises involving confusion over a client's investment. It helps uncover the exact point communication was misplaced in order to proffer an adequate solution.
Training your call agents on what to say to clients over the phone and how they should say it is vital. Communication issues frequently arise when the wrong approach and tone gets used. The level of training received by your call agents determines how they pitch certain products or services. The most preferred question for your agents to ask is, "How may I help you today?" That way, clients would be more relaxed and expressive.
The benefit of call recordings is that they are always available for revisiting, which helps isolate any issue so that mistakes can undergo a correction.
Improve client's satisfaction
Call recordings allow general client satisfaction levels to be measured and ensure an evaluation of the quality of assistance given by your customer service agent. This examination will, in turn, allow you to significantly tailor on-hold announcements as well as scripts for your call agents to follow. Telling callers that their calls are being recorded also increases satisfaction and feeling of transparency. This way, clients are assured that their personal information is confidential and strictly used in their best interests.
Continuous improvement and consistent growth
Recording your calls is an efficient and effective way of keeping you ever aware of your client satisfaction degrees, constant crises, and your staff's stamina and shortcomings. Hiring the best employees is not enough; policies must be put in place to track and identify significant improvement areas regularly.
Raise efficient staff
One of the benefits of call recording is that it allows you to listen to and train your staff. To thrive in the Real Estate business, outstanding customer service is required, and this boils down to the communications skills of front-line agents.
Managers can listen to call recordings to ensure representatives meet the set standards and deliver quality and excellent customer service. Training new employees can be tasking, but managers can recognize examples of what they ought to do/say or what not to do/say and give suggestions for improvement by going through the call recordings. The employees and managers can discuss potential pitfalls and better techniques to sell ideas to clients.
Enable product or service improvement
Recorded calls help in rooting out products or services that do not meet the needs of clients. It may be specific products or just aspects of that product that is not satisfactory. Suppose about 90 percent of callers express the same or similar complaints about a product to your customer service in a day. In that case, it is a sign that the product is not acceptable and to avoid tainting the business image, it is crucial to fix the problem as soon as possible. Investing further in such a product or service may plunge the business into huge losses.
Saves time and guarantees professionalism
Call recordings save time and ensure the highest level of accuracy. When contacting the customer service, most clients expect the real estate agent to know who they are and insights into what service they would require based on prior engagements.
Enhance marketing strategy
Although not in open contact with your clients, the marketing team in your real estate firm benefits greatly from the feedback and shared opinions gotten from them. Call recordings are useful to your marketing team; they help the team review marketing campaigns by analysing clients' positive and negative points. This analysis is a more effective way to address dissatisfaction raised by clients. The marketing team can refurbish their online publications, campaign slogans/ punchlines to something more attractive and eye-catchy and suitable enough to lure the right audience.
Although it may be considered illegal in certain countries, some countries may demand that companies keep records of calls and preserve these recordings for a specified period. Recorded calls can help resolve disputes between an agent and client or client and the real estate firm. It can also stand as a defense against litigation from displeased clients as the judge may require proof of agreed terms or contracts.
Listening to controversial calls can help the management decide the best decision to make in a dispute, whether to recover the professional relationship by offering compensation or good discounts or severe ties with the client.
In conclusion, call recording helps clients believe they're being heard and boosts trust and relationships.
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