8.07.2020
recording sales over the phone

As most of the world is upgrading to VoIP, client-centric, sales-driven businesses question, how easy is it to record calls? Recording business calls is not difficult, nor technical. Most VoIP vendors offer some form of call recording feature, whether it is included free or charged as an additional extra.

Utilising a call recording feature will help your company improve its customer service experience and prevent litigation. Attentive recording of customers or prospects is a key business task for any sales or customer service department. Some organisations are still relying on traditional note-taking methods using notepads and Excel, which are laborious, error-prone and non-definitive. The benefits in using recording tools during a customer or prospect call are significant. Customer satisfaction, conversion and retention can all be dramatically improved through capturing the detail and core narrative from shared, documented communication. Whether you are a small beauty salon group relying on phone bookings through voicemail or an insurance business who rely on detailed phone enquiries, the convenience of recorded Customer Relationship Management (CRM) is essential.

If you are looking for a unified client management base with the ability to make and receive calls with a supporting task management interface, then there are a variety of cloud VoIP providers who offer this free of charge. Zadarma’s CRM offers a free CRM with integration with your business phone system (PBX).

But how easy is it to set up client scheduling through your CRM and PBX?

It is often assumed that the integration of your PBX with CRM will be a lengthy process, however it’s a pretty simple configuration when handled by a smart and well-established VoIP provider. The set up should only take a few minutes. For a seamless unified experience, it is sensible to choose a cloud-based VoIP system to handle CRM and VoIP as a unified solution. This reduces your supplier list and centralises your customer service strategy.

What is the scheduling set up process with your PBX and CRM?

  1. Go to the Virtual Numbers page and select a country and a city. Clients prefer calling numbers in their own city. But a toll-free (freephone) number will provide a global appeal if you have offices in different cities.
  2. After connecting a number and registering with the service, you can proceed to configuring your own free virtual business phone system. A setup wizard will assist you with that.
  3. If you are using ZCRM, make sure you tick a box for ZCRM creation within this step as later you will need to specify some of the initial CRM settings.
  4. When you specify your settings, you need to include:
    • URL address. This address will be use to connect to the system;
    • Admin’s account details. You will be able to add and delete employees and have full access to all the records, including employees accounts and their extension numbers for call forwarding.

How to create tasks and register calls

Once you have the PBX and CRM integrated with settings complete, it is easy to initiate registering calls, creating tasks and reminders. If you have a client database you can import your clients page and assign responsible managers, or import them to a common lead pool. Your managers will see a pop-up card with all client information as soon as a call comes through. They can then acknowledge and document what has happened within the call, setting specific tasks and reminders. This provides all team members with a transparent unified view of the communication.

What happens if the number is unknown or not in your CRM system?

In this case, you can simply create a new client card during or after the call. When a task, perhaps an appointment or planned call needs to be created, follow these steps:

  • Go to client card and click on ••• and choose ‘Create Task.’
  • A window will appear. By default, you will be assigned as the responsible employee, but you can also reassign it to your colleague or add several members to the task.
  • If you change a task type to ‘Call’, you can set a time when the call to this client will be initiated.
  • On the ‘Calendar’ page, your task will be displayed as well as the ones you were assigned to by others.

In answering the question, ‘how easy is it to set up client scheduling?’ It is a simple process:

  1. A client calls you. If you don’t know her/him – a client creation window pops up. You enter the name, create a card and during the call you can take notes in the timeline or add more info. At the end of the call, call recording will be attached to the timeline. For existing clients this step can be skipped.
  2. During a call, create a task, choose date and time – and finish the call up with a created task.

With Zadarma’s PBX and ZCRM, like other cloud providers, incoming calls are accepted through the internet all completely free of charge. You are paying only for outgoing calls and the number of monthly fees. By using the call recording feature businesses can better understand their customers' needs. You can track whether or not your customers are satisfied, categorising the areas that bring results from those that need improvement. This provides truly significant gains in terms of short and long term client satisfaction as well as assists with supporting workforce team training, customer service skills learning & career development.