How often does your largest client call…and whom are they calling?
Even if your CEO has never asked you this question, knowing how often and whom within your company your top client calls IS information they want. The real question is: If you were asked for this information, could you gather it…quickly?
You of course have filing cabinets filled with old telephone bills that you can sort through to get the information you need, but what if your CEO asks you for this data in a meeting with your peers? What if they need the information by tomorrow for a meeting with that client?
For many people the next step will be preparing to endure some severe paper cuts as they dig through old phone bills to pull the requested data. On top of that, if you’ve been tasked with gathering the most recent data including today’s call logs – you have an additional problem: Your most recent bill only shows calls from two weeks ago, and the new bill won’t arrive for another 3 days. What are you going to do?
Here are your options.
Answer 1 – You can face the music and admit defeat,
Answer 2 – Or… you can implement hosted recording and analytics into your business that give you the power to pull real-time, up-to-date, statistics on the fly. You can sort by most frequent callers, most active call handlers, or both – and for those complex clients with multiple locations – calls by location.
Gathering information in preparation for large client meetings is a no-brainer. Gathering the information that best helps you streamline large client meetings to focus on your customer’s needs is challenging. Knowing how often your clients are calling, who they’re calling, and what they’re saying is the information you need to address their concerns before the fire alarm sounds. By going with Answer 2, your CEO has the knowledge to accurately and efficiently address the customer relationship, taking them from satisfied to loyal.
By going with Answer 2 …You have successfully avoided possible death by a thousand paper cuts, and your boss is happily on their way to that important meeting – with accurate information.