As a sales manager, you’re judged on the revenue your reps pull in against their goals. However, if your reps are struggling and you can’t capture their phone activity – activity that is predictive of success – you won’t have the proper insight into what is working or not, let alone be able to improve effectiveness and conversion rates to generate said revenue.
The technology exists to capture this activity by recording the calls reps make every day, without requiring a new device or process. Speech Analytics takes the guesswork out of what reps are doing by interpreting call audio from any device used anywhere and turning it into accurate, actionable insights for managers to utilize.
Sales teams are less frequently making calls in the same room on the same equipment, wherein the past managers could easily monitor sales activity and ensure compliance and quality. In today’s environment, where more and more teams are dispersed or remote, a speech analytics tool can provide relevant insights for sales leaders to manage their teams and hit their revenue goals.
Utilizing Speech Analytics
A speech analytics tool uncovers patterns of speech and techniques that reps use, shining a light on the behavior of top performers and making it easier for managers to motivate and set benchmarks for their teams. With this technology, sales leaders can understand why certain reps are consistently successful while others continue to struggle, despite allegedly generating call activity.
Tone, rate of speech, volume, and silence percentage are all valuable clues as to how a rep interacts with a lead and can reveal what additional training might be necessary to improve that rep’s outcomes. With speech analytics, no data is left behind. Managers have complete insight into the daily call activity of reps and more material than ever to make better coaching and training decisions.
For Dispersed Sales Teams
With reps working in branches, home offices, or even on the road, sales teams are connected virtually like never before. The rules have changed and thus, the strategies and processes available to manage agents have changed as well. Speech analytics allows managers to monitor the conversational effectiveness for calls made from any phone, anywhere. This data can provide missing context from conversations that provide a holistic picture of your sales effectiveness.
By having targeted, on-demand insight into recorded calls, managers can improve cross-team transparency and stay on top of their distributed sales teams. Furthermore, calls can be recorded for quality assurance or regulatory compliance to improve rep effectiveness, troubleshoot issues, and reduce risk.
Utilizing Speech Analytics
Recording and analyzing the phone conversations of reps to turn unstructured audio data into actionable intelligence is a tactic all managers should be deploying across their sales teams. Utilizing speech analytics in a targeted way to capture and interpret rep behaviors has indeed become essential for sales performance management; manage reps to an accurate standard, drive two-way accountability between leadership and reps, and capitalize on management abilities to grow revenue.