The Entrepreneur's Edge: How Technology Can Transform Your Business
But the other side of it is is you can take and you can look and say, you know, what's actually happening on these calls in a real time basis? Did you offer an upsell? Did you offer a cross sell? Did you, you know, did you include this other piece of information that we wanna track And prompt the agent to do it in a real time basis. So now without going through a offline training process, you can go and you can say the agent's gonna get a screen pop on their screen in real time that says, have you done this?
Speaker 1:You haven't done this. Do this. We use technology for 2 things, to solve business problems and to scale process for a business. A lot of times, I have clients that actually just don't know that there's a piece of technology that's available to solve a problem they're having or that it's even a problem that they should solve. Here's an example of that that happened recently.
Speaker 1:I was in a discussion, and this person operates a large portfolio of real estate. And for them, inbound, phone calls are massively important. They spend a lot of time and energy on local advertising to, generate leasing activity and for people to call in. And what this founder found was that their team that was answering these phone calls weren't necessarily offering upsells or answering questions or they weren't capturing as much revenue basically as as they should be off these phone calls. And these calls are very expensive to generate and very valuable.
Speaker 1:So when somebody actually calls, they wanna they wanna do something. They wanna close them. They wanna sell them, you know, their product, which is their floor space. And what this founder was doing was he and his partner were going through and listening to all the call recordings. He'd set their phone system record calls, and they were listening to the recordings by manually themselves.
Speaker 1:And they were making notes, and they were using that for training with their team. Now this is the right reaction, of course. Listen to phone calls, train your team. But this is a solved problem in technology, and it's solved in a couple of different ways. So we can solve the problem flat out by overlaying an automated call recording and transcription service on top of a phone system.
Speaker 1:So now you have the ability to take and have a computer listen to every single phone call and transcribe it and create notation for you and look for key phrases or things that are absent or not. Is the agent talking more than the caller? Is the caller talking more? What's the intonation? Is the, you know, is the call hostile?
Speaker 1:Is somebody frustrated? Did they offer upsell? Did they not? And now you have every single phone call as opposed to selective that you can see and score and deal with. And then you can take that and you can use that as a training mechanism.
Speaker 1:So this is still a an after the fact. This is something that you're doing after the call has taken place. Well, you go from there into contact center technologies, and there are plenty of agent enablement opportunities within contact centers. So what I mean by this is in live real time, the contact center can be listening to the call and can prompt the agent to do certain things. So, you know, think about it from a really basic standpoint.
Speaker 1:If you have a caller that calls in and says, I need help with some fill in the blank. Right? So the contact center can take and use that and search for that real time in the knowledge base and prompt the agent with, like, here's the documentation of what you need that this caller is asking for. So the agent doesn't have to be searching. You can give that information to the agent much faster stage and can handle and respond to the call much quicker, increased caller, you know, satisfaction, obviously, and then more call handling.
Speaker 1:But the other side of it is is you can take and you can look and say, you know, what's actually happening on these calls in a real time basis? Did you offer an upsell? Did you offer a cross sell? Did you, you know, did you include this other piece of information that we wanna track? And prompt the agent to do it in a real time basis.
Speaker 1:So now without going through a offline training process, you can go and you can say the agent's gonna get a screen pop on their screen in real time that says, have you done this? You haven't done this. Do this. In this case, for this this real estate operator, no. We don't have anything of what you're looking for in that size, but we have this other thing that we can offer you that's a similar size.
Speaker 1:It's a little bit more expensive. It's a little bit less expensive. It's not exactly what you called about, but it's close, and we can still capture that revenue. Or we have another building a little bit down the road that has exactly what you're looking for, and you should go you should go do that instead. So there's a lot of business problems that already solve with technology.
Speaker 1:And and usually the trick is whether or not you've identified what the business problem is that you actually have and what the solve is for that technology and what the right acronym and right technique is to do it. And that's something that we get to do for our clients. And and every time we do it, it's it's a great feeling.
