Why Are They Recording Our Calls?

It is frequently understanded that our calls to huge affiliations will be recorded due to coaching and security purposes as we are usually played a recorded message to tell us of this when we place a call. But what is the reasoning behind this?

• Coaching of employees how to handle different customers – especially the simple way to diffuse an irate buyer

• QC, and assurance… To ensure that the client service reps are providing the best level of service and professionalism to the buyer – and providing accurate information and answers
• For legal disputes, so that they can confirm what was agreed to or discussed about on the phone call. Many Telemarketing firms record all their phone calls.

All firms differ in their reasoning for recording calls. In my Telemarketing Comapny I have my reasons to do this:-

• To can send appointments/leads back to our clients
• They can listen to how we are promoting them and understand the objections we are hitting
• Working with our clients to find the perfect “pitch” generates far better results

However , the part I benefit from most is by listening to myself chatting and getting to a point where, as a client, I’d be interested.

WHY BOTHER?

It’s not simply the “pitch” that generates results though. It’s how you approach each call.

If your target is a senior decision maker within financial services for example, your tone and conversation would be different to getting near a window cleaner.

It's not that you have necessarily any more respect for either profession (I do for window cleaners as I'm not great with heights), yet they are naturally going to have different outlooks and needs so you've got to consider this.

WOULD I BUY FROM ME?

Think of it like this.

If you have got any self-respect, you wouldn't go out to work without looking respectable.

I am not talking about wearing a suit & tie but most individuals would wash, clean their pearly whites, do their hair (if they have any) and maybe apply their make-up (where acceptable), before considering leaving the house.

By being physically prepared it will naturally lead to being more mentally alert as you'll have unconsciously gone thru the routine above.

You may not have call recording at your workplace yet there’s numerous cheaper options available to you which you may not have considered.

If you're phoning from a landline, most cell-phones nowadays have a voice recording facility so switch it on when you are phoning.

If you're phoning from a mobile (or a landline) and have the facility, an even better option may be to switch on Skype or a camera and watch yourself at the same time.

WILL I LIKE IT?

Likely not.

Most people, including myself, do not like to hear themselves or watch themselves but it is a prerequisite if you're to succeed in squeezing as much value out of every call.

It's amazing how much you’ll learn and while you'll at first wince at seeing/hearing yourself, that may swiftly get replaced by cowering at some of the lines you'll be innocently & truthfully delivering.

Stick at it for a day and while your volume of calls will unavoidably suffer on that day as you'll be reviewing each call, your confidence will grow and your effectiveness will increase dramatically.

Replicate this each month and you may stay strongly in touch even though it's not something you’ll anticipate!

Chris Harding runs I Am Telemarketing, an a tele-marketing & telesales company with over 25 years experience.