3. Identify your best employees.

As a business owner the most important differentiator between you and the other guy is customer service.  If you do not treat your customers with care then someone else will.  However, you are not always the one answering the phone.  Therefore it is important to make sure that your customers or potential customers are being treated correctly by all employees of your company.

Call recording allows you among other things to listen to the calls your business receives, you will see which of your employees are helping your business most.  If any are not, you can address them before it becomes a problem.  If you find that sales only occur when potential customers are talking with a particular employee, dig down and find out why.  Then use that information to train the rest of your employees.  By doing this you are creating a competitive advantage by identifying how to communicate with your target market.  This will make your business run smoother and make training new employees easier.

At this point if you have read the first and second blog post in this series you are on your way to really making an impact to the profitability and long term sustainability of your business.  You have eliminated poor performing advertisements, invested in the advertising methods that work best for your business, and used recorded client interactions to improve your customer service.