Calls made by sales managers or call center operators are a real treasure trove. They contain key information about customer satisfaction, buying activity and sales team performance. Not transcribing calls is like never opening a treasure chest with a key in hand.

And not transcribing calls is like manually separating lumps from flour when you could use a sieve. In this article about effective affiliate marketing 2024, let’s break down how call recording saves you time in the future and transcribing saves you time now.

Why call recording is important in affiliate marketing?

Sales managers, consultants, operators – they can all rely on their memory or take brief notes during sales calls. But what would be the quality of those notes?

Imagine that the customer on the other side of the network is gibbering, while your employee operator is a measured person: his thoughts can’t keep up with the customer, let alone take notes. Are you willing to risk valuable data?

You’re working with Julius Caesar if your employees recognize key ideas during the dialog with the customer, take detailed notes and simultaneously form the best offer in their heads.
Why it doesn’t work that way.

During a phone call, your rep is talking to the potential customer, learning more about him to steer the conversation in a favorable direction. But if he or she starts taking notes during the conversation, capturing important information, the attention will “run” between taking notes and carrying on the conversation.

Consequently, the employee will not be able to focus on important points like establishing trust with the client and working with objections. The result is a conversation without a sale.

All the benefits of keeping phone call notes can be described as follows…

No white spots in the information

While talking to customers, too many thoughts run through the operator’s mind: from “am I sure I closed the door?” to “I’ll come home and eat potatoes”. The longer the conversation lasts, the more such thoughts.

The operator is expected to ask pertinent questions to find out the reasons for the potential customer’s request, to catch “pains” and to present the product’s advantages. But when all thoughts are about potatoes, there is a chance of missing important aspects mentioned by the customer.

Call recording is a guarantee that the potatoes in the operator’s thoughts will not prevent the company from capturing the details of the conversation: why the client needs your service, what pain he has, a feature of the product that may be of interest to the client.

Call recording allows you to:

• not have to repeat information over and over again when making a scheduled call with the next assigned operator,
• avoid the influence of noises or incomprehensible talking of the client on the quality of the collected data.

Effective workshops

To manage and develop a team of operators, consultants, sales managers, you need to have an objective view of how their contact with customers is going. Call recording will allow you to monitor the performance of your subordinates, listen to phone recordings together in individual meetings, identify growth points and make personalized recommendations.

Managers and operators will not be able not to admit their mistake, the “play” button is at your fingertips. This is how really strong sales teams are built.

Keeping notes of conversations alone will save you time on useless trainings, and help you weed out incompetent employees in time.

“Champions keep playing until they succeed.” Billie Jean King, tennis player.

By analyzing a phone conversation, you can:

• avoid repeating information again when making a scheduled call with the next designated operator,
• avoid the impact of noise or unintelligible customer chatter on the quality of the data collected.

Ongoing Customer Development

If you’re a business owner or department manager, you’re probably not involved in active sales and aren’t always aware of what potential customers are looking for or how popular a product is with the masses.

Calling your base is not just an advertising campaign, an attempt to close the deal, to make a profit, but also to gather information. By being in direct contact with potential customers, sales teams are in a unique position to keep their finger on the pulse of the market and provide valuable product information.

Call recording helps executives understand changing market dynamics, learn how their competitors are doing, and gain insight into the voice of the customer (VoC). Based on this data, valuable recommendations can be made to the product development team, improve sales strategy, and gain an edge over competitors.

Organizations that increase customer retention rates by as little as 5% often see profit increases ranging from 25% to 95%. In addition, satisfied customers can be the key to new opportunities.

Loyal customers have a 5 times greater chance of making a repeat purchase, a 5 times greater chance of forgiveness also, a 7 times greater chance of trying a new offer, and a 4 times greater chance of referring your company than new customers.

To build a base of loyal customers, it’s important that your product offers real value to them.

By listening to call recordings, you can find out:

• What does your product or service do to gain customer trust?
• What presents a problem?
• What refinements are needed?

Dispute Resolution

Recordings serve as evidence in case of disputes with customers. The ability to replay phone conversations by sales managers gives them a clear picture of the situation, thereby helping them in resolving disputes.

For example, a sales representative offers a discount on a product subscription if a potential customer decides to subscribe for a year at a time. However, the potential customer misunderstands that the discount is offered regardless of the subscription term.

In such a case, recording phone calls with salespeople allows you to understand whether it was poor communication on the part of the operator or a simple misunderstanding.

By recording calls, you can:

• Keep an accurate record of conversations,
• Protect the company’s image and confirm your position,
• Send an audio recording of the call to the customer to resolve the issue.

Source of creativity and customer stories

Customer satisfaction with a product = positive feedback, which can be used for short stories/case studies to post on social media and capture the attention of new leads.

And if you have a strong SMM specialist, even the most pitiful case study will tap into the growing trend of TickTock.

With call recording, you can:

• focus on the details rather than exaggerating/downplaying what the customer said,
• create a pool of testimonials,
• create social media videos.

As you can see, implementing call recording can trigger a veritable funnel of improvements from adjusting strategy and pinpointing training to creativity.

Speaking of improvement, call recording can be delegated to technology, but what about analyzing it? The process is long – in practice, analyzing a two-minute conversation can take up to 15 minutes, given the need to stop the recording, take notes, write down phrases or snippets of dialog. Technology has provided for this – transcribing calls.

Transcribing and freeing up time

If your business hinges on phone sales, it’s likely that sales or call center managers spend about 2.2 hours a week on mechanical analysis: transcribing phone calls and taking notes. In addition another 1.7 hours listening to voice messages.

Certainly the information in the recordings is valuable, we’ve broken that down above. But the routine of analyzing them can take on average about six hours a week. In this section, let’s break down how automated call transcription can help save that time.

Exploiting artificial intelligence

Call transcription utilizes artificial intelligence technology to significantly reduce time wastage. Service Aircall conducted a study among its customers, and the results showed that companies that implemented the transcription service transcribed a total of 65 million calls, which freed up 2.6 million hours.

As a result, sales and customer support staff were able to focus on their core job responsibilities rather than spending hours reviewing old conversations.

Improved customer communication

Time spent building and nurturing customer relationships is the foundation upon which sales and business success are built. There’s a reason they say time is money.

However, less than half (42%) of incumbents have software that identifies and corresponds with previous customer interactions, which means a lot of time is spent repeating steps already taken during conversations.

In contrast, companies that have the right tools in place to ease the administrative burden end up making more profit as a result, increasing conversion rates by up to 300%. This happens by freeing up time for quality communication with the customer. Transcribing a dialog usually starts automatically as soon as the call is completed.

That is, even if another operator contacts the client again within a few hours, he will already have the exact information about the steps of the previous call and details. There is no duplication of steps, the dialog continues, not developing in circles.

So what is more productive, investing time in analyzing calls and repeating steps or in quality communication with customers?

Staff training

Transcribing can facilitate learning and development for several reasons:

Feedback and self-reflection: Call transcribing allows employees to review their conversations and analyze them in terms of communication effectiveness, use of sales techniques, and adherence to customer service standards. This helps employees better understand their strengths and weaknesses and identify areas for improvement.

Learning by example: Transcribed conversations can be used as training material for new employees or to train the current team. Managers can highlight successful sales strategies, examples of effective communication, and other key points from the conversations to use in training programs.

Develop Listening and Analyzing Skills: Call transcription helps employees develop skills to actively listen and analyze information. Reviewing transcribed conversations allows employees to examine the content of conversations more closely and in detail, identify key points, and draw conclusions.

Thus, the use of the tool helps to improve the quality of customer service and sales results.

Best services for recording and transcribing calls 2024

• Enthu ai
• FireFlies
• Transkriptor
• Avoma
• Gong io
• Chorus
• Rev
• Trint
• Notta
• Happy Scribe
• Fathom
• Inqscribe
• OpenPhone
• Dubber
• Wingman
• oTranscribe
• EaseUS