Does anyone use Outbound Call Tracking? I love the idea of it, but I've spoken to a couple people at call-tracking companies and was informed that it alerts the customer once they answer the phone that "This call may be recorded... etc." IMO wouldn't it be kind of weird if you answered an incoming call, and that was the first thing you heard?
Reason for this, is that I've realized that phone calls (inbound and outbound) are an area where we need some big improvements. We want to improve how we handle phone calls (setting appts., controlling the conversation, handling objections, and limiting the "I'll call you back"). Also, we need to add better accountability to our sales team with the follow-up processes we've set-up. This is not so we can micro-manage, but rather so our team can get better and we can fine-tune our processes. I believe that you have to know that processes are being followed so you can use accurate data to measure and improve our processes. (can't improve what you don't measure!)
I've looked into PBX server integration, and we are considering that more so as a last resort. However, I would prefer to be able to record the outbound calls for training purposes. We do have inbound call recording through the 3rd party sites we use, and each of our web sites (which are more for training and tracking purposes).
Any good recommendations for us? Maybe something you're using or have used?
BTW I've really only joined in on a couple posts here at DR, but I do avidly read this forum, pretty much on a daily basis. I've gotten a lot of good insight from everyone on here. So here's a big thank you!