You are the Sales Agent

Your role in the company is pivotal. You deal with customer calls and as such, are the public interface of the company. The use of ITC's CRP+ can be invaluable for you in areas such as: complaint handling, personal development, coaching and campaign activity.

Customer complaints or disputes

You may have a situation where you are trying to deal with a customer who makes an unreasonable request which leads to an escalation and complaint.

With Call Recording + from ITC you can replay the call with your Manager to demonstrate how you handled the call and will lead to a smooth resolution of the issue.

Disputes can arise where a customer demands a refund, claiming that he had been made false promises about the products’ capabilities.

With Call Recording + from ITC the original sales call can be reviewed. This will clearly and unambiguously identify exactly what was said. If required, a recording of the call can be provided to the customer.

Personal development

Whilst on the sales floor, your manager can only hear one side of a client interaction from your conversations. As such, it can be difficult to gauge the professionalism and success of the call sometimes leading to harsh judgements and unrealistic expectations.

With Call Recording + from ITC you can both review the call together, identify strengths and weaknesses of both the call and the script and how both can be improved.

All sales staff will experience a downturn in sales at some point; this may be due to a number of factors. You may find that your performance is in question.

With Call Recording + from ITC a selection of your calls can be reviewed with your Manager to demonstrate your sales abilities. This process often identifies other external factors that may be contributory.

Quality control

A recent advertising campaign may be producing a large number of leads, but few are converting to sales.

Using Call Recording + from ITC, a selection of the sales calls can be reviewed by all concerned to establish the reasons. They may include; poor quality leads, inadequate scripts, a training requirement or poor market placement of the product (too expensive, similar to existing products, not enough features or functionality).

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