26 September 2017

Do Not Always Trust the Spreadsheet

They say numbers don’t lie. But do they tell the whole truth? Nope.

Don’t get us wrong, numbers provide incredible value. They show us what’s happening after the phone calls, past the persuasion and past the purchases. But numbers can leave out a very important story. The story of how your customers become customers in the first place. Here are three reasons why you’re best bet is listening to the voice on the other end of the line instead of the numbers on the spreadsheet.

Numbers don’t have a voice.

If a customer calls you confused about what you have to offer, or with questions about how much value you can provide, numbers won’t tell you how to handle that moment. No report you pull will tell you what to say to the confused customer in your midst. No report will hear the subtle frustration in your customer’s voice that she can’t find what she’s looking for in the marketplace. You have to rely on your own ears for that. It’s your customer service team’s responsibility to hear the bigger picture in the inflections of the voices of your customers. To let them know you have the solution to their problem.

Numbers become dated… quickly.

Data grows old literally overnight. With the right tools, you can keep a pulse on what’s happening with your customers right now. And by right tools, we’re shamelessly plugging our live call monitoring feature. It monitors the mood of direct interactions that can be influenced right then and there, acting as a very real deal breaker for whether or not you get the sale.

We really love being able to tell companies they can adjust their strategy based on what happened today instead of what happened in last quarter’s report. Course correct on the fly so hindsight really can be 20/20.

Can numbers be trusted? Like, really trusted?

“While many managers are skeptical of new data and others embrace it wholeheartedly, the more thoughtful managers take a nuanced approach. They know that some data (maybe even most of it) is bad and can’t be used, and some is good and should be trusted implicitly. But they also realize that some data is flawed but usable with caution. They find this data intriguing and are eager to push the data to its limits, as they know game-changing insights may reside there.” – hbr.org

So do you trust it, or not? It sort of comes down to a judgement call… And if you don’t have time to evaluate all the numbers while you still have your customer on the phone, we totally understand. It’s honestly why we’re super proud that most calls monitored by our Callsurance evaluation system are graded by a call analyst in an average of 12 minutes. That’s practically immediately. So, in the amount of time it takes to log your post-call notes and top off your coffee mug, you could essentially know whether or not you missed a sales opportunity… and have tools to recover that sale.

We’d love to talk with you more about how to get everything possible out of a genuine conversation with your customer!