When working with a call tracker Sydney service, it is imperative to understand that various departments in your business such as sales, marketing, and support play different objectives. However, when it comes to achieving the higher-level purpose of collectively growing the business as a whole, these departments tend to have a lot in common. Businesses use different methods to improve their overall quality. A tool that can help achieve this more efficiently in any department is the keyword spotting tool which is part of the call tracking service in our company.
What is keyword spotting call tracker Sydney?
keyword spotting entails analysing and scoring calls based on predefined metrics. Our keyword spotting service automatically identifies specific words or phrases spoken in business phone call conversations. When these utterances are detected, they trigger a specific action such as:
- To alert you that a high priority action needs to be taken
- To identify a sale strategy that does not work.
- To identify infective communication by your sales team
- To perform any other custom actions when encountered.
Just like the rest of our call tracker Sydney features, we can customize the keyword spotting tool to suit your needs and can as be adjusted to flag specific keywords relevant to your business. Moreover, we use this tool alongside our transcription and recording services giving you a superior ability to track your calls.
How call tracker Sydney Keyword Spotting improves performance
The following are ways which Complete Business Group customers use our call tracking tool to boost their business performance.
Measuring Branding Effectiveness
The science of marketing is more often than not experimental. When trying out new branding or messaging terms, the best marketers can do is push a couple of such terms out there and then track to see what works. Keyword spotting is one effective way that businesses can use to measure the success of their branding efforts. Call tracker Sydney helps you achieve this by setting specific phrases or words preferably branded terms as metrics in our customizable keyword spotting tool.
This way, you can track when and how these terms are used by the prospects or customers and also help you establish whether these keywords are gaining traction in the market. For instance, if you have a product called Super Machine Wash Soap and you have used it as a metric, you are likely to hear that keywords being mentioned by customers when they call for inquiries or converting into sales. Else, you might need to reconsider your branding strategy.
Determine Product Interest
What customers love about our keywords spotting tool is that it can be customized to suit unique business needs. In this case, the business just needs to create keyword terms based on product lines. This way, managers, marketers and business owners can have a snapshot of the call log to quickly identify the services or products the customers are interested in. They no longer have to read through entire call transcriptions or listen to the full call recordings. This saves a lot of time, allowing them to focus their energy on other important aspects of the business.
Evaluate the Effectiveness of Sales Calls and Agents
Most business claim that they record calls especially those directed to the sales agents for quality evaluation. Recording calls are usually the easy part. Listening and evaluating those calls is usually another conversation because it is time-consuming. Industry research indicates that by using the keyword spotting solutions, you can enhance the call review speed by five to eight times, thus significantly improving the call monitoring team’s efficiency.
Using keyword spotting as part of call tracking can help in ascertaining that your sales team is adhering to customer service protocols. Moreover, you can also evaluate whether or not:
- They are using the sales scripts effectively
- They are using negative words that push the customer away.
- They are using branded terms correctly.
Keyword spotting can also reveal unexpected metrics that can help you tweak your sales terms and phrases to the ones that work. You may find out that a certain agent closed a huge deal with keywords you had earlier defined as low level (you didn’t expect them to close) instead of using the keywords you had highlighted as closers. Such cases can help businesses tweak their metrics to give priority to the newly discovered closing keywords.
Evaluating Customer Satisfaction
If monitoring customer satisfaction is a critical aspect for your business, our call tracker Sydney service can come in handy thanks to our keyword spotting tool. It helps to ascertain whether your customers are happy with your products and services by designating a keyword tracking list based on words associated with satisfaction and dissatisfaction. Phrases such as “angry,” “upset,” or any other kind of profanity can be flagged to identify customer dissatisfaction. On the other hand, phrases such as “happy,” “wonderful,” or “excellent,” indicate customer satisfaction.
Wrong Number
People make wrong number calls due to a variety of reasons. One of them is an innocent mistake. Another cause could be that your marketing campaigns are bringing poor quality leads looking for a different service or product. Thus, by using the keywords tool to track the ‘wrong number’ and ‘wrong business’ key phrases, businesses can edit their ad copies to funnel quality prospects.
Complete Business Group Keyword Spotting
The beauty of keyword spotting is its versatility and thus can be applied in any business or industry that uses a phone to communicate to their customers and prospects. Keyword spotting can as well be used in the financial industry to help log the verbal orders from the customers to buy or sell shares. Underlying our keyword spotting service is the speech recognition technology that businesses can exploit to build audio content-based indexes for business and intelligence applications.
The above is just the tip of the iceberg considering the number of keyword spotting applications and benefits this technology has to a business. Keyword spotting is part of our call tracking services, which is a must-have technology, particularly when the pressure on the quality control teams grow due to the growth of customer expectations and numbers. Want to learn more about how our call tracker Sydney services can help your business, just give us a call.