The concept of call tracking itself is not new. Many businesses make great use of call tracking to monitor the results of various marketing campaigns. Knowing which marketing is working and which is not is key to spending your ad dollars wisely and effectively.
However, one area call tracking can help that many are not aware of is using it to monitor and improve your sales staff. Many call tracking platforms allow calls to be recorded. This makes it super easy to review how your incoming calls are being answered.
In my experience, many home service professionals are easily losing 20% of their sales solely based on how calls are answered. Having the ability to listen to past calls enables you to catch mistakes that are being made that you are often totally unaware of.
Here’s a short list of common mistakes we see being made when answering calls:
- Not asking for the sale. You would be amazed at how this simple step will improve conversions.
- Not following a sales script or process.
- Being lackluster on the phone or failing to address customer concerns properly.
- Not having a full understanding of your services.
- Unable to handle customer objections
All we do here at Send More Calls is send calls to home service professionals. Believe me when I say, that taking the time to listen to past calls and correcting small issues will improve sales by 20% or more.
If you’re not currently recording calls – start doing it today!
If you’re already recording phone calls and not listening to past calls – start doing it today!
At the end of the day, customer service really does matter. A survey from American Express found that 3 out of 5 people would try a new service or brand just to get better customer service.
That means if your customers are unsatisfied with the level of customer service you’re currently providing, they will leave you for a competitor who will meet their needs.
Implement call tracking today in your business. Not only will you be able to better track your marketing campaigns, but you’ll also be able to improve your customer service. All of that leads to an improved bottom line.