Taking a Deeper Dive into Your Sales Team’s Conversations with Speech Analytics.
It’s not enough to know that your sales agents are simply making the right number of dials. With advanced sales analytics, you can dive deeper and get far greater insight into a team’s productivity and sales effectiveness. The use of call recording and speech analytics makes it easier for managers to recognize and reward top talent based on hard data. It also lends itself to provide targeted training and support for struggling agents.
Build a Team of Sales All-Stars
Technology can help you build and manage a sales team full of top-performing salespeople. Sales enablement tools give managers valuable insight into their team’s productivity, effectiveness, and the company’s bottom line. Something a basic accounting tool can’t.
Instead of focusing on the number of dials made or times the phone rang, sales managers can use call recording and speech analytics to analyze the far more important metrics> They can do this by tracking what happens after a sales conversation begins.
Three Powerful Benefits of Call Recording And Speech Analytics Sales Managers Can Take Advantage of!
1. Lead Scoring
Speech analytics tools can track known indicators of high, or low; quality leads such as designated words or phrases, the percentage of silence on a call, or the rate of speech and score prospects appropriately. That allows agents to prioritize leads for follow up, and focus on the best leads first, instead of chasing down every lead only to discover most were casual inquiries.
2. Call Results
Speech analytics can help managers figure out why some calls convert and others don’t and why some agents perform better than others. Companies can set words or phrases to trigger push alerts, such as a competitive mention or confirmation number, immediately notifying them of a conversion.
Triggers can provide managers with clues as to why a given agent isn’t converting high-quality leads. For example, advanced speech analytics can track adherence to an established script and report an aggregate score in almost real-time.
3. Emotion Alerts
When it’s not the specific words that are cause agents to miss opportunities, but rather their emotional state or their reactions to the emotional state of a prospect, call recording with speech analytics can quantify otherwise completely unattainable data.
Tone, rate of speech, volume, and silence percentage are all valuable clues as to how an agent was interacting with a lead and what additional training might be necessary to improve that agent’s outcomes.
If many leads are confused or frustrated on the phone, perhaps there’s a problem with an outbound marketing campaign; managers can use data to adjust the campaign accordingly and improve the quality of the leads his or her team is chasing down.
Sales managers can only be as effective as the tools at their disposal, and modern-day call recording software makes advanced speech analytics possible. The only way to stay competitive in today’s competitive marketplace is to supplement basic call accounting tools with real-time reporting.