Developments in communication are evolving at a rapid pace. But despite the convenience of email and chat, one form of communication remains consistently popular: the ‘old-fashioned’ phone call.

Regardless of the field an organization operates in, customers in almost all markets prefer personal contact. This is especially true when they have questions or need problems resolved.

A survey conducted last year among American consumers, the American Express Global Customer Service Barometer, revealed that 44% of people prefer to pick up the phone when they need help or want to return a product. This percentage rises to 51% for more urgent or complex questions.

Personal Contact Is Important

The survey asked consumers about the communication channels they prefer for certain matters. The more complex the question, the greater the need to speak with a ‘real’ person. Phone contact, therefore, surpasses electronic contact like email service. Why? People feel they can explain their problem more clearly and get it resolved faster when they can have an interactive conversation.

For your organization, this is very valuable information that you can leverage in your phone service. Your customers will especially want personal contact for urgent matters.

Customers Are Willing to Pay for Perfect Service

Perhaps even more interesting is that the same survey shows that consumers are willing to pay more for companies with perfect customer service. A whopping 66% of respondents are willing to spend more—either by paying more for a product or service or by accepting a higher call rate. It is therefore definitely worth optimizing your phone service.

This service naturally revolves around your employees. Their training is therefore essential. A tool to assist with this training is one of the extra features offered by Belfabriek: Call Recording. With this feature, you can record all calls, allowing you to listen to them later at your convenience. Below, we outline how you can use these recordings to your advantage.

Hear What Customers Are Asking

By listening to recordings of calls, managers and team leaders know exactly what is happening in the department. You no longer have to guess; you can hear for yourself what the most important questions are. This allows you to prepare yourself and your employees for frequently asked questions.

Handle Complaints Better

How do you best deal with difficult customers? Some employees have the patience and tact to calm even the angriest callers. Listen to these calls and extract tips for training other employees.

Check If Calls Follow Protocol

You train your employees to address callers as politely and effectively as possible. With Call Recording, you know whether they are adhering to the rules and agreements. This is an indispensable tool for progress reviews and for determining personal training needs.

Many organizations have already adopted this approach and use their call recordings to monitor and improve the quality of their phone conversations.

In summary: with Call Recording, you no longer have to guess the quality of your phone service—you know exactly where improvements are needed.

Set Up Your Phone Service Today

Did you know that the vast majority of new service numbers are currently registered through Belfabriek? Indeed, we are the absolute leader in service numbers, and for good reason. By operating on a large scale and offering a generous package of extras, number holders can provide revolutionary phone service. Add to that the crystal-clear, interference-free connections, and choosing Belfabriek becomes a logical decision.

Don’t have a service number yet? Visit our service number shop today to select your 0800- or 0900-number.

If you already have a service number, you can easily switch. Contact us here, and we’ll be happy to assist you.