28 April 2015

How To Choose The Best Call Evaluation Company For You

Pilots do it. Surgeons do it. And business owners should do it, too.

“It” is list-making, and it is a simple way to follow your progress throughout the day, week, month, or year—it’s also an important (yet easy!) way to make sure you’re accomplishing what you need to do.

For the health of your business, you may want to make several types of lists—and in order to give you a head start, we’ve created this list to help you choose a call evaluation company that is best for your company’s needs and goals. (Feel free to print out this checklist and use it as you interview candidates to make sure you’re not forgetting any important questions!)

1. What is the company’s reputation?

Make sure you find out what real customers say about the call evaluation company’s prices, customer service, and general day-to-day interaction. Ask your potential call evaluation company to provide you a list of references (and then check them!). If references won’t answer your questions completely—or don’t pick up at all—don’t ignore the warning signs. Move along to a different company. Make sure you also find out how long the company has been in business and what their success rates look like.

2. What do you want from a call evaluation company?

This is important, because it will automatically eliminate candidates from your list.

  • Do you want a bare-bones, no-frills service, or do you want a consultant to guide you through the goal-setting process and help you strategically grow your business?
  • Do you think you can handle technical issues yourself, or do you expect someone to be there to help you walk through any problems or customer service issues you have?
  • Would your business be OK if the call evaluation company you hired sold out or closed down, or do you need a long-term partner who takes your business as seriously as their own?

Unfortunately, we’ve seen businesses partner with less-than-reliable call evaluation “companies” who “take the money and run,” leaving their customers without the data they need to improve their businesses. When those customers come to us, they often say that price was the biggest factor in their initial choice, but that they now see that they really did get what they paid for—which was not much!

3. What features might you want in the future?

Ask what other services your potential companies offer. For example, at Callcap, we’re not limited to call evaluation. We have solutions for small businesses,large businesses, franchises, and call centers, and tools that can help everyone in every industry from HVAC to hospitality.

4. How easy is it to add extra features?

If you do want to scale your call measurement or evaluation tools, find out how easy it is to get the bells and whistles. Ask specific questions about timing (how many hours or days will this take?) and cost (what is included, and what will cost me extra?) to make sure you’re budgeting properly for the results you want.

5. Are you on your own with goal setting?

Your partnership with your call measurement and call evaluation company should be an invaluable resource for goal setting and evaluation in your company. If your call evaluation company shies away from helping you set attainable goals (or leaves you to do it alone), you could be setting yourself up for failure. Find out what to do instead in the Call Measurement Goal Setting 101.

6. Will your call evaluation company be able to help in case of emergency?

We talk about business continuity in terms of severe weather and storms, and for a good reason. If your phone lines are down, you’re losing customers and your profit is taking a hit.

However, it’s not just severe weather that you need to be concerned with. What happens if your phone lines are down for some other reason and you don’t know about it? How long will you be out of commission and not even know? At Callcap, we can make sure you’re notified immediately when there’s an issue with your technology that is preventing you from connecting with customers. We also provide top-of-the-line technology that ensures the data we collect for you is secure, backed-up, and analyzed by trained professionals who know what they’re doing.

In the same way, when you have a question, we’re here to give you support and helpful answers 24/7. At Callcap, you won’t have to worry about understanding us or feeling like we’re too busy to help—our success is directly related to yours, and we take pride in that responsibility.

7. Are you considering call evaluation a cost or an investment?

Beware of any company who can give you a one-size-fits-all price for their call measurement and call evaluation services. We’re not afraid to answer the question of cost, but we don’t post prices here because we take a different perspective—we plan and consult with you to provide you a customized call measurement and call evaluation plan, which means the investment you’ll make may be different than the generic answers you’ll hear from other companies. We want to make sure you’re investing in the things you need to increase revenue, and not blowing your budget on things that won’t make a difference in your bottom line.

Let’s find out exactly what your business needs to increase revenue. Give us a call at 844-892-9290, or message us today—we’ll answer all of these questions (and any others you may have) and work with you and your budget to provide you the tools you need from a call evaluation company.