Summary
What this article covers in 30 seconds
- Distributed sales teams can leave sales quality unmonitored or reliant on costly observation.
- Face-to-face recording can remove the need for mystery shopping by 100%.
- Remote review can cut quality observation costs by 75%.
- Reducing travel can increase monitoring productivity by 100%.
Call recording has long been valued for giving firms deeper insight into conversations between sales teams and customers. But firms with a distributed sales force, either in the field or in branch, may still leave a large proportion of sales quality unmonitored or dependent on costly observation and mystery shopping.
Face-to-face recording can create three practical cost savings.
Erase the need for mystery shopping by 100%
Mystery shopping can help firms discreetly monitor the quality of in-branch and field-based sales, but it can be expensive. Face-to-face recording allows firms to access and assess real sales conversations that happen in the business every day, rather than paying a third-party provider to conduct mystery shopping.
Cut quality observation costs by 75%
Observation of in-branch and field-based staff involves travel, accommodation, time and people. Clients identify this spiralling cost as a core concern as regulation increases and sales and advice quality requirements rise.
Face-to-face recording reduces the need to travel and observe staff on site. Monitoring staff can instead listen to audio recordings from one location.
This matters because regulation is scaling up and firms face a requirement to improve sales and advice quality. Moving review work to recordings from one location reduces the travel and accommodation burden attached to on-site observation.
Increase monitoring productivity by 100%
Monitoring staff can spend considerable time travelling to observe distributed sales forces. Removing travel time allows them to conduct twice as many observations by listening to recordings of sales conversations.
Performance management can also benefit because in-person observation can be intrusive and may not accurately represent real-life quality.
That productivity gain comes directly from time previously spent travelling to observe distributed sales teams. That time can instead be redirected to monitoring activity using recordings of real sales conversations.
Reducing the cost burden of compliance
Current quality monitoring methods are imperfect, and face-to-face recording can create efficiencies. Recordsure helps clients improve quality monitoring productivity while reducing the cost burden of compliance.
It also notes that the latest face-to-face recording technology can help firms gain efficiencies where existing monitoring is imperfect.
Frequently asked questions
It may not cover distributed sales activity that happens in the field or in branch.
It lets firms review real sales conversations, removing the need to pay a third party to conduct mystery shopping.
Face-to-face recording can cut the cost of quality observations by 75%.
Monitoring staff can avoid travel and listen to recordings from one location, enabling twice as many observations.