Outbound sales and marketing campaigns today leverage just about every communication channel when it comes to connecting with customers and prospects - email, voice, SMS, chat, social media, etc. Employing an omni-channel communication strategy helps organizations reach target buyers more effectively, by covering all bases - so to speak. One thing remains clear, however, and that is that voice is still king. There is no doubt about it. In a world of marketing and sales automation, automated dialers are the heavy lifters as they enable businesses to efficiently connect with an exponentially larger pool of individuals.
Call recording and speech analytics capabilities enable campaign designers (call center managers, inside sales directors, marketing managers, etc.) to leverage past interactions to devise future campaigns that will resonate with target buyers. Without recorded calls and speech analytics data, managers cannot fully understand how called parties are feeling during an interaction, nor extract all of the valuable intelligence recordings offer. Recorded voice provides an element of emotion detection and keyword spotting that other communication channels simply cannot.
Voice pitch, spoken phrases, long pauses, etc. help assess what a potential buyer is really thinking, so supervisors and managers can gain a real understanding of a campaign's success or failure and the potential root causes for each. Future campaigns can then be adjusted accordingly to increase the likelihood of success, by not repeating past mistakes.
When selecting a call recording and speech analytics system, look for these capabilities to help you optimize your outbound campaigns:
1. Open API for easy and smooth integration of the recording engine and the speech analytics tool
2. Customizable data visualization and reporting tools
3. Multi-dimensional searching
4. High fidelity, dual channel stereo recording (most call recorders only have mono)
5. Voice analytics auto-tagging
5. Free and unrestricted access to recordings
6. SIPREC recording
As you move forward with your omni-channel customer engagement strategy, be sure to leverage the full power of recorded voice to increase your sales and marketing success, while also boosting customer satisfaction.